How specifically to respond to impatient buyers?

[dr.kenzo.tenma]

Example scenario (wish it was the only one, but alas): Item ordered Dec. 5 (Saturday), shipped USPS Priority with acceptance scan at post office on Monday, Dec. 7 (despite a three day handling time); last scan in Bellmawr, NJ on Dec. 9. Buyer messaged asking for a refund but has not opened a case. Says they need it by Christmas. Missing mail case opened Dec. 20.

This situation sucks for everyone. How specifically should I respond?

Should I ask them to be patient, state the item is still in transit, and confirm that they will get their item or a full refund? Should I offer them the ability to return the item if it arrives after xmas, at my cost? (I normally don't offer returns.) Something else?

Does a missing mail scan on the tracking reset the 10-day grace period eBay is offering?

Would love to crowdsource ideas that seem to work.

[trbl13]

Everything I have shipped via USPS in the last two to three weeks has Not Been Delivered..

not Priority or First Class Insured. The USPS is having serious delivery problems and I am letting all my buyers know and asking them not to file claims ..just to be patient...If an item arrives after Christmas..and they no longer want it..they can Return It to Me for a Refund...No Refunds without a Return...I have not lost a package in the mail in over 20 years on eBay...I believe that the USPS is just leaving packages in piles in warehouses and Not Delivering them right away due to their overload and staffing problems.

No Scans. Nothing. They will eventually deliver them...very late...If you issue a Refund too soon..the package will show up eventually and who knows what the Buyer will do....This is the first time the USPS has been so

unreliable.

[kensgiftshop]

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@dr.kenzo.tenma wrote:

last scan in Bellmawr, NJ on Dec. 9.

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When the buyer files an INR, they'll probably get a refund, unless there is new tracking by then.

[onlinecentral]

Each buyer has already made some decision before contacting you.

I have had 4 inquiries sent through the Message Center. This was my reply.
The USPS is overwhelmed. They have not been scanning packages until the last mile of the journey. When you run out of patience, file an Item Not Received case. That will give me a link to issue a refund.
Sorry for the inconvenience, which is beyond my control.
Sincerely,
All 4 buyers replied they were okay with my explanation and were willing to wait a while longer.

I have had 3 INR cases. Issue the refund before the deadline to avoid getting strikes for Cases Not Resolved By Seller.

I agree with trbl13 in message 2. Ideally, the USPS should handle the packages in a First In, First Out kind of way.

[monster-deals]

I empathize and direct them to the forums, announcements page and ask them to google "USPS delays".

After that there is next to nothing you can do. If you get a Karen you get a Karen.

[dirk12955]

The problem is,   If you don't refund when they file a case you're going to get nailed by eBay when they step in.   Stalling the buyer or asking him to wait can backfire severely.    Ask him to trust you and close the case?

How long is too long?      Who's to say "It's not been long enough"   ?

I just got two cases filed for a total of $18.00      Shipped on November 2nd with no tracking.     This buyer who I 

trust 100% to be honest feels terrible.    But he wants his stamps or his money back.

Is 51 days long enough?

I had an $80.00 order returned to me yesterday.    Shipped to the Russian federation with tracking and customs form.    I can't read Russian.     Bottom line the package was not deliverable.    

I mailed this stuff on May 20th  and have heard NOTHING from the buyer. 

Every transaction and every customer is unique.     One problem at a time.