Lost package help

[lazer*lightning]

I have a lost package which I have never experienced in all my years of selling. It was shipped on May 24th and tracking stopped updating June 2nd. I filed a missing mail search on June 11th but have not heard back about it yet. I then filed a USPS claim on June 18th but no update there yet either. The buyer has been extremely patient and polite about the whole thing which was good as I kept him updated the whole time. No INR case opened. But should I wait for USPS to refund me first if the item is truly lost or refund the buyer? When are these claims fully complete? It's really frustrating. It's a mens wallet I sold - very small package.

Here is the tracking number in case anyone is interested to see: 9339589768750158085587.

[12345jamesstamps]

It's in transit mode today...where is it suppose to go?

[kensgiftshop]

Why does tracking show this?

On Its Way to USPS

Picked Up By Shipping Partner, USPS Awaiting Item

HOUSTON, TX 77099

June 23, 2025, 1:33 pm
Shipping Partner: AMAZON

Is it being dropshipped from Amazon?

[lazer*lightning]

No it isn't That's weird.

[albertabrightalberta]

---

@lazer*lightning wrote:

I have a lost package which I have never experienced in all my years of selling. It was shipped on May 24th and tracking stopped updating June 2nd. I filed a missing mail search on June 11th but have not heard back about it yet. I then filed a USPS claim on June 18th but no update there yet either. The buyer has been extremely patient and polite about the whole thing which was good as I kept him updated the whole time. No INR case opened. But should I wait for USPS to refund me first if the item is truly lost or refund the buyer? When are these claims fully complete? It's really frustrating. It's a mens wallet I sold - very small package.

Here is the tracking number in case anyone is interested to see: 9339589768750158085587.

---

I'm not sure what you mean by "tracking stopped updating on June 2." There's NO tracking at all. It doesn't look like it even started tracking until June 23 and looks to me like an Amazon shipment. 

https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9339589768750158085587

[carlmarxx]

It is weird  when you said it was shipped June 2  , when tracking shows item picked up on  June 23rd    by shipping partner  Amazon.    Also  You  have USPS   shipping listed . You are in Ebay UA  Violation by not using  USPS  as listed  Down grading   shipping is wrong .   

[albertabrightalberta]

@lazer*lightning 

Was it this wallet? 

Did you ship by ground advantage as advertised?

When you mailed it, did you go to the post office to drop it off? 
If so, did you hand it to the clerk and get an acceptance scan? 

Is there a chance you dropped it off at Fedex? 

What's with the Amazon reference? 

[lazer*lightning]

Oh shoot that was a number for something I bought elsewhere!

The correct link is: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9400108105463721288625

Sorry about the confusion.

[lazer*lightning]

I have an update. I did not receive the confirmation email that my claim had been paid but after calling I found out that it was paid on June 23rd via check coming in the mail from Topeka, KS. They still don't know where it is but the rep assured me that it would arrive eventually to its destination. He said it could be something like someone had forgotten to scan it on the truck.

Is it ok to refund the buyer in full now, now that I know the claim has been paid or wait some more until the check comes? I will ask the buyer in good faith to repay me if it comes but am not sure how he would do that unless I was able to give him my PayPal or Venmo address. I plan to give him 10% off any future item up to $60 plus I will tell him if he does receive it that he can take $3 off for the trouble.

[stainlessenginecovers]

---

@lazer*lightning wrote:

I have an update. I did not receive the confirmation email that my claim had been paid but after calling I found out that it was paid on June 23rd via check coming in the mail from Topeka, KS. They still don't know where it is but the rep assured me that it would arrive eventually to its destination. He said it could be something like someone had forgotten to scan it on the truck.

Is it ok to refund the buyer in full now, now that I know the claim has been paid or wait some more until the check comes? I will ask the buyer in good faith to repay me but am not sure how he would do that unless I was able to give him my PayPal or Venmo address. I plan to give him 10% off any future item up to $60 plus I will ask him if he does receive it that he can take $3 off for the trouble.

---

You should've already refunded the buyer when you opened the 'missing mail' and NOT wait until YOU get paid. 

You typically cannot file with USPS until it's 21 days gone, and by then, WAY PAST the time you should 'take care' of your customer. 

In the meantime- get off the high horse and REFUND THAT BUYER with an apology; ASAP! 

[lazer*lightning]

No I'm sorry but you are incorrect. I just spoke with Jessica from eBay and she advised me to ask the buyer to go through the help pages and select the item to have a callback or live chat option. Once the buyer gets in touch with eBay they will open up an item not received claim due to the item being lost in transit. I also gave him eBay's direct CS number in case they are having trouble with that option as I just did. It said eBay support was closed but it really wasn't.

She advised that because some buyers may select the wrong claim type for INR and plus it also is for seller protection. She also advised me not to refund the buyer directly as it would be best handled by this way to protect myself, the seller. It also helps if they receive the item eventually so I wouldn't have to worry about the buyer not repaying in good faith if that happened. Only the buyer can have eBay initiate an INR claim.

[kensgiftshop]

---

@lazer*lightning wrote:

No I'm sorry but you are incorrect. I just spoke with Jessica from eBay and she advised me to ask the buyer to go through the help pages and select the item to have a callback or live chat option. Once the buyer gets in touch with eBay they will open up an item not received claim due to the item being lost in transit. I also gave him eBay's direct CS number in case they are having trouble with that option as I just did. It said eBay support was closed but it really wasn't.

She advised that because some buyers may select the wrong claim type for INR and plus it also is for seller protection. She also advised me not to refund the buyer directly as it would be best handled by this way to protect myself, the seller. It also helps if they receive the item eventually so I wouldn't have to worry about the buyer not repaying in good faith if that happened. Only the buyer can have eBay initiate an INR claim.

---

No need for the buyer to contact CS to open an INR case, buyer can do it.

Since the item is lost, no reason to open an INR case, just refund the buyer.

There is non direct phone number to Ebay and hasn't been one since COVID.

If they receive the item later, it won't make any difference, you're getting an insurance payment so no reason for the buyer to repay.

[lazer*lightning]

Oh I didn't think about that insurance payment! But still, that doesn't mean the item won't arrive at some point. The buyer gets a free item if I refund. I will follow eBay staff directions. It's just best handled by them at this point. I already informed the buyer about everything this far and I promised him a 10% refund on a future order up to $60.

I forgot to include something. The eBay rep advised for the buyer to contact ebay themselves to have them open an INR case so that the buyer doesn't select the wrong claim type. I thought I mentioned that earlier but guess not.

[roccotacodad54]

   If you get paid by the insurance why do you care if the buyer gets gets a free item?

  If I were your buyer I'd expect a refund ASAP if the item went missing in transit. I actually had that happen once as a buyer and the seller refunded without me having to contact anybody but them.

   Guess what? They are on my saved seller list and I check out their listings from time to time and have purchased again from them. Repeat and happy customer. Maybe you don't want those?