Issue Refund First?

[lnalnrn]

I have a $200 part that was lost by USPS. The part was insured but customer is asking for a refund. I informed the customer I would prefer to wait for the decision from USPS prior to refunding their payment. The customer understands.

My concern is that I'll refund the money, the product gets delivered and I'm out the part and payment.

Problem is now I received a message from ebay stating I should resolve (refund) to remain in "good standing".

Should I just refund the money and risk it? Suggestions?

[kensgiftshop · Accepted solution]

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@lnalnrn wrote:

Should I just refund the money and risk it? Suggestions?

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Yes, you need to refund the buyer now, they don't have to wait until you find out what the carrier is going to do.

[cream_couture]

I would refund. The buyer doesn't have to wait until the insurance pays out. The insurance protects you, not the buyer. If you don't refund, eBay will go get the money from you and give to the buyer and give you a selling defect.

If the item gets delivered later, maybe you can file an appeal to the case to reverse the outcome. If it never shows up, the insurance claim should cover you.

[orangehound]

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@kensgiftshop wrote:

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@lnalnrn wrote:

Should I just refund the money and risk it? Suggestions?

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Yes, you need to refund the buyer now, they don't have to wait until you find out what the carrier is going to do.

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^^ This is your only option as far as eBay is concerned.  Yes, the package might get eventually delivered.

[lnalnrn]

Thank you for the quick response.