Covid-19 causing Delays In USPS packages Arriving In A Timely Manner And Buyers Wanting Refunds

[gagojure]

I'm starting to experience some issues regarding buyers wanting refunds because their package hasn't arrived...In one case it's only been 7 days since it was shipped and the buyer has started a refund claim...I shipped the package 11/30 and I got the return/refund request notification on 12/7.  And ebay says I have until 12/10 to respond, which I did. I checked with my local postmaster and they informed me that due to covid-19, several transport trucks are sitting full of packages that can't be processed because they don't have enough workers to do it. So, deliveries are delayed. I've relayed this to the buyer. However, ebay has notified me that they may step in if it's not resolved by the 10th.  My question is, how can I possibly resolve such a case when it's totally out of my hands?  I fully understand buyers wanting their packages, but, I don't think sellers should be taking the blame for a slowed delivery status due to the current situation in the country. Maybe ebay could extend the time out a little before they allow a buyers request for a refund when the package hasn't been received yet.  Ultimately, in my case, the buyer will likely get a refund and the package will arrive too...just later than normal. So then I'm out the money and the item...even though I've done everything right by shipping fast.

[nobody*s_perfect]

eBay did extend their delivery estimates earlier in the year, then stopped doing it, then have failed to reinstate it despite multitudes of stories like yours.  Surely they can see the tremendous increase in INR claims!

Many sellers are trying to adjust the estimated delivery dates by extending their handling times or listing a slower shipping method. But that often doesn't work . So they are just putting their listing on "Time away" until after the holidays.

I took down all my listings yesterday after having a few experiences like that, including a Priority Mail package that went 8 days with no scans at all.

[ejakea]

I am noticing intermittent shipping delays now.  One from 11/23 has not updated since it was processed in Oakland, CA for South Carolina destination. Opened case USPS, and they say it is still in Oakland waiting for transportation. I have others with no updates from 11/30 and a few from 12/2 still have not been processed locally. Customer asked where one was, others I am trying to pro-active after a week and letting them know USPS is getting slow again before I get a possible case opened against me.

[gagojure]

According to my postmaster, I can't file an insurance claim until it's been thirty days. Buyer's aren't going to wait 30 days to see if their package will arrive...and I don't really blame them. It's just another example of the ramifications of the pandemic...but, it would be nice if some of the buyers and ebay would be a little more understanding.

[rcook10487]

I am having the same issue with USPS.  It started after the Thanksgiving holiday.  So far, none of the buyers started a claim but, I am sure they will soon.  Most of the packages I shipped were going to the East coast.  Ebay tracking does not show that the packages will arrive late.  When I login to USPS it shows that info when I put the tracking number in.  I have sent screen shots to the customers that question me about the delayed delivery.

[autopartspuller]

Between all my selling accounts I have 12 items that I have opened Mail search requests on.  Like the previous poster, it all started right after Thanksgiving.  Most people are understanding however, I have two right now that have opened INR.  I can't blame them really.  It's been since 11/28 on package and 12/2 on the other with no scans.  All stopped at the same location, which happens to be the regional distribution center ALL my packages go through.  It's scary.  I am thinking about adding an extra 5 days handling.  Not sure what else to do.  I can't afford to lose hundreds of dollars!  UGH!

[grannys_cache]

I'm considering shutting down my store until after the holidays.  This is terrible.  I can't afford to refund all these orders that are late because of USPS issues.  I've got numerous packages hung up in Memphis.  I shipped all of them on time like I was supposed to.

[denisevanpattendolls]

Same thing has happened to me.

Just got 2 “item not received” cases opened for 2 expensive items shipped out Nov 30 via Priority Mail.  A third item shipped that day, the buyer was nice enough to contact me privately instead of opening a case, and I told him of the situation.

All items I shipped that day have been sitting in our local distribution center.  One finally got delivered today (with no further scans from Tennessee to Connecticut!), one looks like it is out for delivery, and the third is still sitting.

I have decided to close my store in the morning and will not re-open until December 26th.  I cannot risk multiple refunds of hundreds of dollars, and cases and unhappy customers.

eBay! The pandemic is worse than ever and it is effecting shipping times drastically.  You need to re-instate the seller protections against late shipping due to COVID now!

[thecle-64]

I am having the same problem. I was worried because I am new to ebay. I had sent packages by priority mail and they still had not arrived after a week. I spoke to  our postmistress yesterday and apparently priority is no longer a guarantee of quick delivery. She also said there was the double whammy of holidays and covid; so there is nothing they can do. My question of course is why pay for priority mail when first class will get there as fast? It makes no sense but little does in this day and time. Hopefully this will pass soon.  I know this is not an answer to your problem but just wanted to share my experience. Hope everyone has a wonderful Christmas in  spite of it all. God Bless us every one.

[virtual-productions]

Same problem with my recent sales.  I've switched all of my remaining auctions over to Priority Mail, not that it seems to be helping all that much.  I have 3 Priority Mail shipments currently out which are now 1-3 days late.  Ebay needs to update expeted delivery times to reflect reality.

[soltgsogeor]

I couldn't agree more with @virtual-productions. The sellers are doing nothing wrong. Ebay cannot be giving out expected delivery dates right now. It's not at all practical. 

[Anonymous]

We send a shipping notice manually to EVERY customer; it explains the COVID situation using the same language found on the USPS site.

Yes, every one has selected First Class Parcel instead of Priority Mail; be advised there is a scam using this to get refunds from jumpy sellers.  Buyers order something relatively inexpensive, under $20 or so, because they KNOW it will get there as the USPS will always deliver it.  Then, before the expected due date they file the "INR" claim.  We reply and repeat what we told them in the shipping notice (which most don't read), suggest they select Priority Mail next time, and wait.  The Ebay "tracking" is remarkably incomplete, so we AGAIN provide the link to the USPS tracking which is much better (does eBay ignore USPS tracking purposely?).

But then, since we've warned the customer multiple times, if the customer pushes it even further, we'll BLOCK him  from future purchases.  If someone can't read or understand the situation, we'd best not deal with them but ask that they contact us BEFORE placing another order in the future so we can ensure they're aware of "business days" vs. calendar days, etc.  We can then see what they've been like in-between.

We had a guy from France try this scam - he'd done it before - except that the item arrived BEFORE our estimate and had already been delivered!  He lied and denied it, but both USPS and "Le Poste" (French) confirmed delivery and we then blocked him for good.  He'd bought a screw set, and shipping cost him more than the screws, so we figured he'd try SOMETHING - and he did, but lost.

We haven't had to refund anyone who pulled this, and not one of them selected Priority Mail.

[antiques10101]

I just closed up shop for the holidays.  Here is what I posted on my currently closed store:

"Dear Valued Customers, due to severe disruptions at the US Postal Service related to Covid-19 and holiday shipping volume, I am temporarily halting all online sales. I apologize for any inconvenience and look forward to your continued business once the postal service can again meet the needs of its customers. Thank you and have a wonderful holiday season!"

Too bad.  I was looking forward to a busy holiday sales season, but I have a bad feeling I'd probably break even at best if I kept shipping in this environment, just too many INR cases from impatient people.

[destrucity_shop]

I'm having the same problem. A buyer contacted me this morning about a package being past due delivery est. Clearly with everything going on, the post office is overwhelmed. I refunded buyer on my own initiative, and set my store on vacation mode. Imagine what the rest of December is going to be like?!! I will be doing local sales until this clears up. Will resume selling in January.  

[nobody*s_perfect]

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@gagojure wrote:

According to my postmaster, I can't file an insurance claim until it's been thirty days. ....

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Your Postmaster is misleading you.  The Domestic Mail Manual has a chart of "When to file" your insurance claim, see section 1.4 on the page linked below.  The waiting period is 7 days for Priority Express and 15 days for other services, unless you're shipping to APO/FPO:

https://pe.usps.com/text/dmm300/609.htm#ep1097134

But sellers should never make their buyers wait around for an insurance claim. Buyers are protected by eBay's buyer protection policy (which they call the Money Back Guarantee).  Insurance is for protecting the seller, not the buyer.