Buyer hasn't received item

[daystarfashions]

I got a message from a buyer that they hadn't received their item. The tracking shows it is still in transit although I shipped it out on November 17th.  If I advise the buyer to open an INR case, because I shipped it to the correct address and the tracking shows it is in transit...I will not have to refund them, correct? I assume that eBay will step in and refund them and let me keep the purchase price they paid for the item. Anyone out there who knows for sure..please advise! Thanks!

[lintbrush*]

eBay isn't going to eat it.  They'll force the refund from your funds.

You packed the item.  You hired the carrier.  It's on you.

Sorry to be so blunt, but that's how it is.

If you used USPS, have you signed up for tracking updates?  Have you contacted the shipper to file a search?

Was it insured?

[daystarfashions]

Yes it is USPS...It seems to me this has happened to me before and ebay took care of it because I had the tracking proof that it was shipped. They refunded the buyer. I didn't sign up for tracking updates and I don't buy insurance only for overseas items purchased outside of GSP. The buyer didn't demand a refund....they just said that they think USPS lost it. I am just unsure what I should do here. Thanks for your reply.

[lintbrush*]

Go to USPS.com

Look up the tracking

You can sign up for tracking updates there as well.

Did you ship it via Priority?  If so, that comes with up to $50 insurance.

If you shipped it another method without insurance, the loss is yours.

Put on your buyer shoes for a moment.  If you ordered something and it didn't arrive, you would expect a refund.

Trust me on this - eBay is not going to refund out of their pockets.  If the buyer has started an Item Not Received action, you will need to refund voluntarily.  If not, eBay will force it.

[daystarfashions]

I can see the tracking through Ebay. It says it is still in transit. I will just go ahead and refund the buyer. What is seller protection for then? Is that if the tracking shows the item was delivered and then they say they did not receive it? Thanks.

[sam9876]

Do not refund now.

[daystarfashions]

Ok..I didn't think this was the correct information and I was right. I called Ebay and here is how it works.

She told me to give the buyer until the 10th to receive the item. If they have not received it by then, they may open up an IKR case and then Ebay will refund the buyer AND will let me keep the funds sent to me for the item because this was out of my control and the tracking shows so. I am going to contact the buyer and ask them if they would just wait a few more days...if they are unwilling and they demand a refund..they may then open up a case and Ebay will then step in and help just as stated above. This is good information to know if someone out there experiences the same problem. This item was shipped FC so there is no insurance on the item. Thanks so much for all of your help. I remember this happened to me a couple of times and as long as I show the tracking, Ebay takes care of it..this is buyer and seller protection by Ebay. Thanks!

[lintbrush*]

That information Customer Service gave you was incorrect.

You are liable for INRs.  The only way you wouldn't be liable for an INR if tracking shows delivered.

 It's in the policy.

https://www.ebay.com/help/selling/managing-returns-refunds/helping-buyers-items-not-received?id=4116

If eBay was responsible for INR claims, they would force carrier insurance.  You, the seller, have the option to cover your potential losses by either obtaining carrier insurance, third party insurance, or using your own "cookie jar" insurance.

The "protection" you are afforded by uploading tracking timely and having a scan is against the late shipping metric.

And if the buyer "asks eBay to step in" once they open an INR, you will lose on a few levels.  The refund will be taken from your PP account, you won't get your selling fees refunded, and you'll get an Unresolved By Seller defect on your account - the deadliest to get.

[lintbrush*]

eBay didn't sell the item.  eBay didn't pack the item.  eBay didn't ship the item.  They do not cover INRs that don't show delivery.  

[daystarfashions]

I contacted the buyer and asked them to wait. I haven't heard back yet. I will have them file an INR case if they do not want to wait. .I will do what I can to avoid issuing the refund right away. Thanks.

[sam9876]

Do not tell the buyer to open an INR complaint. 

[lintbrush*]

Don't suggest to have them file the INR.  That's where you need fast action.  

If they are willing to wait a few more days, then go with that first.  

You say it shows "In transit" but when was the last actual scan event.  A First Class package shouldn't take 2 weeks to get delivered.

Start a missing mail search at least so you get out in front of this.

After 2 weeks, I'd be pretty darned close to refunding the buyer, and if it showed up hoping they'd repay.   

How much are you talking about?  Is it worth the potential future financial impact of a negative?  You have nice feedback and a pretty good volume of sales.  You can easily make up the loss by adding a few cents to each of your listings.

[pilgrimelectronics]

Go to your local post office with the tracking info and speak with the Postmaster. He/she can get more information from their terminal than you can see thru ebay or USPS online tracking. He/she might also be able to contact the sorting center where the package was last scanned and see if it was caught in the machinery or at the bottom of a shipping bag and get it on its way again. The package may also have just been misdirected and take up to 2 weeks to reach its destination.

[daystarfashions]

Thank you for all of you who replied with help! She finally received the package on December 5th. Not sure what the hold up was but all is well now! Thanks so much!