Buyer wants to refund/cancel order shipping slowly

[tech*island]

I recently sold an item on July 17th, which was then tendered to USPS as a First Class package the next day. Since that time, the package has taken an unusually long time in transit to the buyer. While I'm consistently getting tracking updates (the last update coming 6 hours ago), it seems to be departing from, and returning to, the shipping hub nearest to the buyer without ever actually going out for delivery for the past 3-4 days. Meanwhile we are long past eBay's estimated "July 22nd" delivery date (a very optimistic estimate, I'll add, given the current state of shipping).

The buyer contacted me about a week ago, already upset that the package was taking so long. I explained the item was given to USPS the day after he made his purchase and that I would monitor its progress. But the buyer's concern is that they wanted the item for a time sensitive project, and now it is "too late" and they are requesting (by private message rather than a formal request) that I cancel the order. I've asked them to be patient while I investigate possible resolutions, and they have become increasingly upset and are now demanding a full refund by Monday.

From my own reading around, I understand that I should not cancel the order myself, nor accept the buyer's cancellation request if they send one. I also understand that a package should only be regarded as "lost" if there hasn't been a USPS tracking update in 7 days. This item, however, is receiving tracking updates every day (even if is apparently going in circles).

How should I best proceed here? I'm happy to process a return for the buyer assuming the item will eventually arrive, but I strongly doubt they will have the patience to 1) return it to me and 2) wait until I receive/inspect it to process the refund. From their messages, they are very eager to get the money they spent back as soon as possible. To be clear, I would also be very willing to refund their order if it has truly gone missing, but every indication is that it is still in USPS' hands and will likely eventually be delivered. The buyer, however, want their money back now (or Monday, as their ultimatum would have it).

Any advice would be appreciated. Thanks in advance.

[estella5624]

Maybe try messaging your buyer that you have initiated a lost package claim with USPS, then do so.

Here is the website address

Missing Mail and Lost Packages 

This may or may not give you some time with your buyer. It may also prompt USPS to react.

This entire USPS slowdown is a nightmare for sellers. Ebay and other online marketplaces need to do something because small sellers can't afford to ship, refund the sales price and shipping cost, then lose the item when the product is eventually delivered and angry customers won't return.

[inhawaii]

I would explain to your buyer that you will gladly issue him a full refund but he has to wait to receive the package and send it back to you.  Once you (the seller) has received the package back, then you can issue a refund.  I'm sure ebay will back you up on that.

You cant refund  him BEFORE the package arrives. That would be stupid.  I would hope he would understand that.  

This may not be what he wants to hear, but it is what it is. 

[1tuna]

...........general reply...............

your buyer took a gamble and lost,many would say he shoud have bought elsewhere if it was time sensitive.

I do not go for a lot of back and forth communication.You can just tell them the truth,if is past the expected date of delivery they can file an item not received

In the meantime you could use the lost package thingy with USPS..Mine was very responsive,had a call from Bevery hills PO and a follow up email about how it went,i was very surprised at the personal response my action caused

[toysaver]

Good Advice, I've done that  for 3 packages this month and suddenly all were found and delivered in a few days.  

What would happen if we all did that at once; we certainly all have lost late packages that need it.   Would USPS shipping get back to normal?   

[estella5624]

"I've done that for 3 packages this month and suddenly all were found and delivered in a few days".

This has been my experience as well.

My mail carrier tells me that this is because USPS wants to avoid the cost of a claim.

Though it takes sometimes weeks to receive a package, I continue to purchase online because I am disabled, but sellers are cut a whole lot of slack from me these days.

I don't know what would happen if USPS was bombarded with lost mail/package request. My guess is that Mr. DeJoy wouldn't care.

I want to scream every time I hear the stuffed suits/talk heads on TV offering opinions about the cause of this slow down of packages. We need a conversation about how this is affecting online small businesses and those of us that depend on them. 

Unfortunately,  Ebay and other online venues are not in a position to to repair this mess.

[sin-n-dex]

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@tech*island wrote:

I recently sold an item on July 17th, which was then tendered to USPS as a First Class package the next day. Since that time, the package has taken an unusually long time in transit to the buyer. While I'm consistently getting tracking updates (the last update coming 6 hours ago), it seems to be departing from, and returning to, the shipping hub nearest to the buyer without ever actually going out for delivery for the past 3-4 days. Meanwhile we are long past eBay's estimated "July 22nd" delivery date (a very optimistic estimate, I'll add, given the current state of shipping).

The buyer contacted me about a week ago, already upset that the package was taking so long. I explained the item was given to USPS the day after he made his purchase and that I would monitor its progress. But the buyer's concern is that they wanted the item for a time sensitive project, and now it is "too late" and they are requesting (by private message rather than a formal request) that I cancel the order. I've asked them to be patient while I investigate possible resolutions, and they have become increasingly upset and are now demanding a full refund by Monday.

From my own reading around, I understand that I should not cancel the order myself, nor accept the buyer's cancellation request if they send one. I also understand that a package should only be regarded as "lost" if there hasn't been a USPS tracking update in 7 days. This item, however, is receiving tracking updates every day (even if is apparently going in circles).

How should I best proceed here? I'm happy to process a return for the buyer assuming the item will eventually arrive, but I strongly doubt they will have the patience to 1) return it to me and 2) wait until I receive/inspect it to process the refund. From their messages, they are very eager to get the money they spent back as soon as possible. To be clear, I would also be very willing to refund their order if it has truly gone missing, but every indication is that it is still in USPS' hands and will likely eventually be delivered. The buyer, however, want their money back now (or Monday, as their ultimatum would have it).

Any advice would be appreciated. Thanks in advance.

---

If it's time sensitive for a project, and it arrives late, they can file a return (which you can approve) and send the item back. You won't be required to pay for return postage but I usually do since it's only a few dollars and I don't want an unhappy buyer (especially when it's not even their fault, USPS is to blame).

At that point you can refund. You don't need to cancel. They just have to file the return and send it back, then you can sell it to someone else.

C.

[brickcityconcealment]

My biggest problem has been getting acceptance scans with my other job during day. I used to drop packages off in the drop and they would get scanned during the appropriate handling time. Now its like 3 days before they move from back. I have to get personal acceptance scans; gonna fall out of top rated if I change my handling time. 

[maddocks]

USPS is a horror show right now.  Most packages are taking 2-3 days just to be scanned in as accepted,, then another two days at the local distribution center, stalling another week at one of the regional centers, etc... until (maybe) the package arrives at the customer - who has already (probably) sent a me an Item Didn't Arrive notice.

I'm PM'ing nearly every customer as I mail things out warning them of long USPS delays... but we have a LOT of stressed out Karen customers that are itching to complain if their item doesn't ship instantly... and arrive via magic within 48-72 hours.  😞

[myboardid]

brickcity - you need to use a scan sheet - print it after you have printed your last label for the day's shipping, it will cover all your packages and the Post Office employee will only have to scan once.  If you are dropping your packages, leave the sheet with them, but it is best to stand in line (outside these days?) to get it scanned .

[buttuc0]

Tell your buyer they can open an Item Not Received case the day after the latest estimated delivery date, and then if the package doesn't get to them within 5 (or maybe it's 3) days after you will issue a full refund.