what to do about slow delivery through USPS

[pacersdrew]

Hi Sellers

I've had more than usually slow delivery times.

Many instances I had to give the buyer a refund. I received an email from Ebay saying something about my item not received cases being too high.

What should I do.

[mam98031]

@pacersdrew 

How high is too high?  What does your Service Metric number say?  Has your account be lowered to Below Standard on your Seller Dashboard?

If a buyer contacts you with a delivery issue or if the buyer opens an INR, IMHO these are the steps to take.

If an INR was opened, make sure you upload the tracking number to the INR right away.

Go to USPS website and review the detail tracking info.

On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.

Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker.
https://usps.my.site.com/emailus/s/package-inquiry

Contact your buyer. Keep all contact inside the INR filed so everything is recorded on the claim. Let your buyer know you are working with USPS to get their package delivered. Apologize for the delay. And let them know you filed a trace which takes between 48-72 hours for USPS to respond. As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.

If there is movement on the tracking within the last 7 days, Ebay will keep the INR open. Do not voluntarily issue the refund yet. It is highly likely the package is going to get delivered, it is just late. Annoying for the buyer for sure. Just stay in touch with them and assure them you are working on a resolution.

[newlifece]

Hi @pacersdrew ,

If you are shipping within your set handling times but the issue is with the delivery on the post office side, there would be no reason for you to issue a refund as you've upheld your commitment in regards to shipping. Depending on the shipping method used, if you DO choose to issue a refund, I would make sure it's a method that has a guaranteed shipping time frame on it, like some of the expedited services do, in which case you could file a claim if delivery is not within that commitment time frame with the shipping courier. That would cover your shipping refund, which at that point, is strictly being done as a customer service/feedback salvation tool.

If you have been meeting these handling time commitments, you could try reaching out to Ebay customer service support to have them review your account to ensure you are not being unfairly penalized for delays on the courier side. I would say unless you just don't sell a lot and have bad luck, this shouldn't be common though. In some cases, I've had issues with origin scans when I dropped off at blue boxes where for whatever reason USPS was not scanning the items at pickup time but later on it would be scanned practically at the delivering post office. If this is the case and you care about your account, I would start dropping off directly and get a receipt. Take a photo of the receipt with your phone and store it in an album for your records. I've personally found dropping off directly at the post office has completely eliminated this origin scan issue. 

Best of luck to you!

[mam98031]

You may need to talk directly with Ebay about the INRs counting against you.  Ebay has a message on the shipping label page that says USPS is experiencing problems.

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home

[mam98031]

@newlifece 

"If you are shipping within your set handling times but the issue is with the delivery on the post office side, there would be no reason for you to issue a refund as you've upheld your commitment in regards to shipping. "  That is NOT according to the rules here on Ebay.  Sellers are responsible to the buyer if the item never arrives or arrives damaged.

"...I would make sure it's a method that has a guaranteed shipping time frame on it..."  If shipping USPS, very few if any methods currently have a Guaranteed delivery time.  USPS is having all kinds of issues right now.  PM Express has Guaranteed delivery, but that is an expensive way to ship things.  Buyers aren't going to like paying that for an item that isn't expensive.  

https://www.usps.com/ship/priority-mail-express.htm

[newlifece]

---

@mam98031 wrote:

@newlifece 

"If you are shipping within your set handling times but the issue is with the delivery on the post office side, there would be no reason for you to issue a refund as you've upheld your commitment in regards to shipping. "  That is NOT according to the rules here on Ebay.  Sellers are responsible to the buyer if the item never arrives or arrives damaged.

I was operating under the assumption that the buyer eventually received the item but it was just outside the commitment window so they had reported it as not received. If the buyer just flat out never received the item than this would not apply but again tracking and a time stamped receipt from the post office would save you in these cases, along with claims which is available on pretty much every level of postage nowadays.

"...I would make sure it's a method that has a guaranteed shipping time frame on it..."  If shipping USPS, very few if any methods currently have a Guaranteed delivery time.  USPS is having all kinds of issues right now.  PM Express has Guaranteed delivery, but that is an expensive way to ship things.  Buyers aren't going to like paying that for an item that isn't expensive.  

https://www.usps.com/ship/priority-mail-express.htm

---

It's an option. 

[redlinear]

@mam98031 
  I disagree with "right away".
 I wait until the last day allowed to reply with tracking number.
That gives a few more days for the package to be delivered

[mam98031]

@newlifece 

"I was operating under the assumption that the buyer eventually received the item but it was just outside the commitment window so they had reported it as not received. If the buyer just flat out never received the item than this would not apply but again tracking and a time stamped receipt from the post office would save you in these cases, along with claims which is available on pretty much every level of postage nowadays."

Why, the OP didn't say that.

Currently if an INR is filed by the buyer, tracking does not show delivered and there is some movement on the tracking in the last 7 days, Ebay will allow the INR to stay open for awhile.  But if the tracking does not show movement in the last 7-10 days, Ebay is going to be wanting the seller to refund the buyer right away.

Currently if the package arrives at a later time, Ebay is of no help on this and the seller needs to try and work with the buyer to either get paid or the item returned to them.  Sometimes sellers are successful and sometime not.

There is a new rule now, if the package arrives AFTER the seller has issued the refund AND they purchased their shipping labels through Ebay, Ebay will reimburse the seller.

https://www.ebay.com/sellercenter/news/2025-september/inr-policy-updates

[inhawaii]

I try to have a good rapport with the buyer and get them to delay filing a INR for as long as possible.

That buys me time.

As @redlinear said, I also wait until the last day (or second to the last day) to respond.to the INR and upload the tracking.

Hoping that buys me more time.

[newlifece]

Hi Sellers

I've had more than usually slow delivery times.

I interpreted that as the item was eventually received just outside the delivery window. Either way I'm not here to argue with people so I'm leaving this thread. Have a great day.

[12345jamesstamps]

Even though I usually ship out items the next day I have a 3-5 business days shipping on my items.

No one needs my items that quick.

And I have 13-23 days International shipping I started doing.

Need to respond to emails of buyers that same day if there is a problem...and keep in touch with the buyer until item arrives.

This is a business we as sellers are doing.

Maybe refund the buyer shipping when item is still in transit also.

[duffy4444]

---

@pacersdrew wrote:

Hi Sellers

I've had more than usually slow delivery times.

Many instances I had to give the buyer a refund. I received an email from Ebay saying something about my item not received cases being too high.

What should I do.

---

@pacersdrew:

  I had a few late delivery complaints from my customers at the beginning of this year. So for the last 6 months I've been sending this cut-and-paste eBay message to my buyers on EVERY order:

    "Greetings, and thanks for your order! It is being shipped out to you in today's mail. We always ship out our customers' orders promptly.
     Currently the USPS is experiencing a rash of nationwide delays in processing mail to its destination, sometimes even a week or so overdue. This also includes an occasional lack of updating of USPS tracking information along the way.

    So we are requesting that our customers be aware of this and have an extra amount of patience if orders are taking a bit longer to be delivered than expected by eBay's estimated delivery date.
    So far, all of our customers have received their orders, but a few have been up to a couple days late.
    Let's hope that the current spate of USPS delays gets cleared up soon...
Cheers, Duffy"

   Since sending that eBay message when shipping every one of my buyers' orders, I have had zero complaints or INRs. I've received a lot of thanks for the heads up, and even a few replies from my customers about their own less-than-glamorous experiences with the USPS.

    With the holiday shipping problems beginning in October, I also have a cut-and-paste tailor made for the next three months, adding "Have a great Holiday Season!"

   I hope this helps... It sure works wonders for me.

Cheers, Duffy

[mam98031]

---

@newlifece wrote:

Hi Sellers

I've had more than usually slow delivery times.

I interpreted that as the item was eventually received just outside the delivery window. Either way I'm not here to argue with people so I'm leaving this thread. Have a great day.

---

@newlifece 

I wasn't trying to argue with you.  Just that you were assuming something the OP did not say.  The great thing is the Seller Protection rules have changed this month on INR claims.  If a seller refunds a buyer on an INR but the item is later received AND the seller used Ebay shipping labels, Ebay will refund the seller.

[farnorthsid]

A couple years back I ennded up below standard because of the terrible inconsistences with them delivering. I ended up with tons of late deliveries and it spiraled down from there. Took quite a while to work back up to normal. I am not a fan of the USPS And shipping from Alaska is sometimes a fkip of the coin, will this order take 4 or 5 days to New York or 2 or more weeks.

I Do keep an eye on orders and if I notice one late, about to be I send a quick mess to the buyer letting them know I am aware of it and if something doesnt progress in the nxt couple days, i will look into it. My buyers really appreciate it and my concern id always well received.

Last week I had a camera goig to VA. 8 x 8 x8 box like 4 pounds. Ground advantage. Took 29 days!! I have no idea where that package may have went i an entire month, but they were happy it finally arrived. I have had to go to Ebay many times to have late delivery dings removed to the ridiculous handling by the post office.

Once I got dinged once for late shipping because we didn't have mail service for 3 days( I have a large mailbox for outgoing packages) when the temps dropped like to -30 to -40F, DURING THE DAY, no not wind chill. Apparently the carrier didnt feel like going out in the severe weather so stayed home, the other 20,000 cars on the road that day were getting to their jobs!. (I live 5 miles out of town, we have a Contract carrier that dos the route. )Ebay dinged me/ I disputed it and even sent them copies of the weather those days. Theytold me it was my resposibility to have gotten it to the post office 8 miles away. I showed them the great feedback and understanding messages from my buyer. I got dinged bevcause the carrier played hookie. Once I put a package out in the box with the flag up and went home. When I walked up to the box 4 days later the flag was up and the parcel still there. **bleep**? I got dinged for that. Had I known on the 2nd day I would have made sure it went out. Ebays punishment held and shortly after that my account was below standard, mostly due in part to issues like above. Most all involving ground advantage.

Seems pretty unfair we get penalized and forced to accept it due to the failings  and inadequacies of our post office.

2 years ago I sent a padded envelope to Oregon, a med flat rate box to Florida, priority. The following day I sent a laptop to Kenya. The guy in florida got his box in 3 days. The guy in Africa gothis computer 3 weeks later. The guy in oregon finally got his envelope during the 4th week. Who knows.

[slati_2013]

I ship Priority Mail. I have almost no issues with speed and delivery. I see you use Media Mail and likely Ground Advantage. Those will slow you down. I know many sing the praises of Ground Advantage but too many factors go into whether you will get a speedy delivery or if it will take at least two weeks.

For some of your items, you should consider using Priority Mail. It will cost the same and in certain case be even cheaper than Ground Advantage.  If you are giving lots of refunds and eBay is on your case, then you are not really saving money using cheaper shipping options.