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.

[grannys_cache]

https://community.ebay.com/t5/Announcements/Helping-buyers-understand-shipping-delays-and-what-you-n...

[gagojure]

I don't think ebay is yet to implement any real help yet regarding this issue...I've been communicating with my buyer this whole time...today ebay sent me this regarding the buyers return request "Resolve this request by Dec 11, 2020 to remain in good standing".  Guess I'll drive to New York , get my package off one of the many backed up USPS trucks and deliver it to the buyer. Just kidding of course...but good grief ebay...believe it or not some of us sellers are doing the best we can, but some things are just out of our control. 

[debk255]

yeah, I've had THREE buyers open cases against me this month for similar reasons.  Ebay is showing UNREALISTIC delivery times to these customers, especially with so many people shopping online, coupled with as you pointed out the covid virus  taking out postal workers and then combine that with the fact that Trump's postmaster pick Dejoy took out many of the automated sorting machines at main postal hubs (a real stupid move)  packages are often taking twice as long to arrive as the estimates shown to the customers.

Ebay has got to change their delivery estimate times.  This is ridiculous!   I am not refunding anyone for orders that I can see are clearly enroute.   Especially when its been less than a week since the item shipped, and I ship within 1 business day of cleared payment.    Postal delays are beyond my control.     I provide my buyers with tracking updates from USPS in these cases and sign them (and myself) up for email updates which we will get whenever that parcel gets scanned, but people REALLY need to be more patient !!!  

[gagojure]

"but people REALLY need to be more patient !!! "

Precisely...We are all having to be more patient, flexible and understanding these days...too bad ebay can't relax with the demands put on sellers a little bit...I'll say it  again...I'm doing the best I can, but some things are beyond my control.

[webuyitt]

      Sellers-  has anyone's package(s) actually been lost?  not just delayed? 

      I have had a package stuck 8 days in Detroit.  I guess that is a hub for  a nearby town in Ohio.

The buyer was getting fed up,  so I pre-emptively offered to return her money but pointed out that

if the package arrives after that she will have to send it back to me.

 That is what ebay said about such a situation.

       I never had a package lost before  (this is not my selling ID).

But I've never had a package delayed this long either.

        I have had other packages delivered more or less on time.

[webuyitt]

   To other seller posters:  if the estimated delivery date is long past and you are afraid of an INR -- you could offer to return the buyer's money as I did.  In this case -- the item ahd been sent First Class

2 weeks previous. 

     I called abay about this and they said the buyer is supposed to return your item if it arrives after you have refunded.

    If they don't send your item back -- ebay will step in. Since ebay said this to me -- I believe they will do it.  

    This scenario sounds better to me than getting an INR.  If you have offered to voluntarily refund -- , a buyer who is really fed up does not need to file an INR.  They can just tell you to refund, and you can remind them they are expected to send the item back to you when it finally arrives.  

    It is irritating and outrageous, but a good sellers' rep on ebay should not be ruined because the PO's

current incompetence causes a good seller to get INRs.  My opinion.

[nobody*s_perfect]

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@webuyitt wrote:

      Sellers-  has anyone's package(s) actually been lost?  not just delayed? 

      I have had a package stuck 8 days in Detroit.  I guess that is a hub for  a nearby town in Ohio.

The buyer was getting fed up,  so I pre-emptively offered to return her money but pointed out that

if the package arrives after that she will have to send it back to me.

 That is what ebay said about such a situation.

       I never had a package lost before  (this is not my selling ID).

But I've never had a package delayed this long either.

        I have had other packages delivered more or less on time.

---

It's too soon to tell!

But the followup to the wave of INR claims will be seller's claims on the inruance they get with Priority Mail.  You can file a claim for a lost package 15 days after shipping.

https://www.usps.com/help/claims.htm

[gagojure]

" Sellers-  has anyone's package(s) actually been lost?  not just delayed? "

I constantly hear people complain about the USPS, but, I've been shipping exclusively through them for over 20 years...thousands of packages. And in that time I've literally had only 2 packages get damaged and NONE lost...that's my experience and it's the truth.

[gagojure]

NOTE: I actually probably could have sent somebody through college for what I've paid in USPS package insurance fees...because only twice it was ever really needed.

[johnwhiplash]

I'm considering shutting down my store until after Christmas due to the horrible service from USPS. It will probably get worse until after Christmas. Just too many headaches to deal with.  I have about 20 customers waiting for delayed shipments now.

[timestreasures]

Between the exceptionally large amount of INR's being filed and refunds given, and sellers going on "vacation" or removing their listings, I find it very unusual that Ebay would continue their masterful art of losing revenue. They don't make money when refunds are given, or when listings are taken down or put on hold. I would think their financial gurus are smart enough to figure that out and modify their shipping rules, at least temporarily.

[timestreasures]

I don't believe your postmaster is correct about the 30 days until filing a claim. Most packages are eligible for claims after 15 days from the date of mailing. I clipped a section from their site in the attached photo. You can actually file a claim before 15 days are up, but the USPS pops up a disclaimer that says your claim might not be processed. At least it does for me. Hope this helps.

[autopartspuller]

It's unbelievable whats going on.  This is the absolute worst I have seen with USPS in my lifetime.  I have started getting responses to my mail search requests basically stating that all Distribution Centers are having extreme delays and you package is still on your way, "We're sorry".  And then they close the the request.  No movement on tracking.  Just "we're sorry".

[highbankracingcollectibles]

Keep in mind they don't care. !

[webuyitt]

       I do not usually insure small packages. I have never had one lost, out of at least 2000 shipments. 

I have had very large packages arrive damaged, so I do insure large expensive items only. 

     What is happening now with the ridiculous delays and maybe lost packages is unprecedented.

The USPS got messed with badly before the election and now it is overloaded with packages because of people finding it safer to shop online.

       I don't think sellers should be blamed in any way for  the decision to ship without insurance,

under a system which has virtually always been reliable before this. 

       Now -- if my uninsured package never arrives I must reimburse the buyer and I will lose the value of the item, period.

      Under the current ebay system I will probably not get my FVF back either.  or could I get it back by simply cancelling the sale?   Does anyone know?