tracking shows no update for more than 7 days

[premierautoacc]

Hi

I am wondering if anyone know if ebay has updated their policy for item not received cases?   The policy indicates that if the tracking is not showing any update for more than 7 days, the buyer can request a refund since Ebay is considering the package is lost.    As many of the sellers who uses USPS service primarily are probably experiencing the same issues for the past few months.   I was hoping to speak to ebay representative about this matter but the call back function is temporarily unavailable.  The buyer has left us a negative feedback already and requesting refund.  we have tried to persuade the buyer that if he can please give a few more days to allow USPS to locate & deliver the package but the buyer just wouldn't budge.  

thank you

[nkmipgolf]

If you can use the USPS Package Intercept. At least the buyer will not get the item for free, as it will show up.

[plymouthsales4165]

contact eBay they will most likely remove the Neg

[rebell45]

It's probably too late for this transaction but you can go to the USPS web site and request a Missing Mail search. Sometimes that will get a package moving again.  I'd recommend doing that if a package hasn't moved for 4-5 days.  If you do locate the package, USPS also has an option for intercepting the package and returning it to the sender under certain circumstances, for a fee of about $15.00.  You'd have to decide if that would be worth it. 

If you do issue a refund due to a INR case, remember if the package should show as being delivered shortly afterwards, you can appeal the INR.  Not saying that will work, but it would be worth a try.

[wheredidiputthatremote]

i think you're covered:

https://community.ebay.com/t5/Announcements/Protecting-seller-performance-during-carrier-delays/ba-p...

[7198dave]

I have a INR case opened against me. Package hasn't updated for 9 days. Tracking says, item is arriving late. This buyer was quick to open case. I'm sure he knows about the pandemic/USPS crisis and taking advantage of the situation, but he acted like he didn't have a clue as to why his package was late. I explained, but never heard back from him. He's just gonna stay silent and not communicate with me.

[mam98031]

Your first step whenever you are notified of a delay is to go to USPS and put a trace on the package.  That is the VERY FIRST thing you should ALWAYS do.  Send sign up for email notification on the tracking page for this package.  That way if it moves you get an email.  Often times after filing a trace the package may just start moving.  In my experience you have about a 50/50 chance.  So it is a good thing to do both the trace and the email updates.

https://usps.force.com/emailus/s/

Did your buyer actually file an INR or have they just asked about a refund through emails?

If there is an open INR, keep all your communication within the claim if you can.  Go in and send a message to the  buyer that you have put a trace on the package with USPS.  Due to the pandemic it takes them about 48 to 72 hours to respond.  As soon as you have additional information, you will share that with them right away.  

If there is no INR, then just keep the buyer information through Ebay emails.  When you get some resolution on the delivery of the item, then and only then is the time to try to do something about that FB.  Your First priority should be doing everything you can to get the buyer what they purchased.