Need help with a buyer request for refund due to slow shipping

[evry1nositswindy]

I am the seller and tonight I had a buyer request a refund because the item was supposed to be delivered on April 20 and it has not yet arrived.  The item was shipped media mail.  I have been in contact with him several times and he has been understanding about the shipping delay, so this was a surprise to me.  The tracking has showed movement the whole time.  It is in his state and was updated today. 

It says I have 3 days to respond to the case.  This has never happened.  Any advice on what I should do?  I would hate to refund and then he gets the books as well.  

[wastingtime101]

---

@evry1nositswindy wrote:

@wastingtime101 

Follow up on this:  He opened the case on 4/22.   I responded with tracking number showing movement, but it didn't move at all today (of course).  This is my first case, so walk me through it.  Do I have to close it 3 days after it was opened or within 3 days.  I know I will refund, resigned to it now.   I will watch the tracking, as another poster said if it arrived, I could open an unpaid item case against him after the refund.  Have you had experience with that?

---

@evry1nositswindy, why are you resigned to refunding?

After 3 days - as soon as you see the option - escalate the case to eBay before the buyer does. Because you have recent tracking scans (within the past 7 days) that will put an automatic extension on the case (according to eBay) and allow more time for delivery. It will extend and reset the deadline before you're forced to refund.

[dtexley3]

---

@evry1nositswindy wrote:

@wastingtime101 

Follow up on this:  He opened the case on 4/22.   I responded with tracking number showing movement, but it didn't move at all today (of course).  This is my first case, so walk me through it.  Do I have to close it 3 days after it was opened or within 3 days.  I know I will refund, resigned to it now.   I will watch the tracking, as another poster said if it arrived, I could open an unpaid item case against him after the refund.  Have you had experience with that?

---

@evry1nositswindy 

Whoever said that doesn't know what they are talking about.  Once you refund you are done.  Unless the buyer chooses to pay you once the item is received you are out the money AND the item.

Do your best to contact eBay and ask for an extension on the time for the return.  DO NOT refund until the buyer RETURNS the item.  It's ridiculous that a seller is abusing the system like this.  Be sure to report the buyer once you have your item back if they pursue the return/refund.

[jackpinetracker]

I have items ordered on the 16th and 17th of apr personally, I would just as soon pay more to have UPS deliver as opposed to USPS or fedex which are the least reliable

[swrs3001]

Good luck, eBay just refunded a buyer that filed an INR case against me because the media mail package has been delayed due to the global pandemic.  I called USPS and was told it was not lost, left detailed notes in the INR case with tracking information and updates.  eBay still issued the refund and charged me.  

But they didn't do it a refund, they did it as a fresh charge so they could keep all of the final value fees.  I've lost more than the value of the item: the item itself, what was paid for it, the eBay fees, the PayPal fees and the shipping fees.  I've suspend all of my listings.  

eBay has yet to provide a satisfactory answer as to why they are issuing refunds when things are delayed and not lost. Seems like a great opportunity for buyers like the one I had had to get things for free.

[creationsbyfelix]

I believe you can get that negative feedback removed.

[creationsbyfelix]

If it gets delivered, go in and dispute that case. They will reverse their decision and give you your money back. It happened to me.

[vlelet_123]

There's something fishy with that buyer. The seller is communicating with him and he can see the package is moving so some delays should be understandable. There's no reason to ask for refund unless, as some people here indicated, he's up to no good like getting a refund and get to have the package too.

[evry1nositswindy]

@creationsbyfelix  How do I dispute a case?  I had to refund the buyer and now the tracking says it is out for delivery and will be delivered by 8pm tonight.   

[wastingtime101]

Why did you refund? The last tracking scan was 4/22 - you had 3 days to respond to the case. After uploading the tracking number and asking eBay to step in on 4/25 they would have granted an extension because of recent movement which would have allowed more time for delivery. Did eBay not grant the extension and instead force the refund? Because they shouldn't be doing that when you have recent movement on tracking.

Can you appeal through the Resolution Center (filter by closed cases) or through the Seller Help Hub ? If not then you should contact CS directly.

On the Seller Help Hub click on Returns & Refunds, then in the drop down menu filter to Items Not Received - Closed. I'm not sure if there's an option there to appeal or not - it may depend on whether eBay forced the refund or if you volunteered it.

[evry1nositswindy]

I waited the 3 days and the tracking didn't move.  I opened a case with the USPS but heard nothing.  I read the help article and it said if I asked eBay to step in and it wasn't delivered, I would get a defect.  The article on delays said it was only a 1 day grace period.  This package was due to arrive April 18 on my end, he said April 20.  Tracking stood still from April 21-28.  There was no way around refunding since the item was 9-11 days late!  

Yesterday I got an email from the USPS asking how I like their handling of the case.  I had heard nothing and gave them a bad review.  Then today, it says it is out for delivery.  

[evry1nositswindy]

FWIW I asked member to member for specific help on a case during this time of delays and received no answer!  Still no answer after 5 days.  

[stuff4divas]

yes, sellers can send a message to the buyer on INR cases

[evry1nositswindy]

I tried a few things.  I cannot open a case of item not paid, which I read on another post.  I messaged the buyer once it was delivered today.  To get paid, invoice through PayPal?  That's the only thing I can think of.  What a mess!  

[evry1nositswindy]

The item was delivered, the buyer sent a message requesting an invoice through PayPal.  Chalk one up for honesty!!  A big thank you to all who helped me through my first case.  

[wastingtime101]

---

@evry1nositswindy wrote:

I waited the 3 days and the tracking didn't move.  I opened a case with the USPS but heard nothing.  I read the help article and it said if I asked eBay to step in and it wasn't delivered, I would get a defect.  The article on delays said it was only a 1 day grace period.  This package was due to arrive April 18 on my end, he said April 20.  Tracking stood still from April 21-28.  There was no way around refunding since the item was 9-11 days late!  

---

The last tracking scan at the time you had to respond to the INR was April 22 so as long as you replied to the INR either with a comment to the buyer within the case or by uploading the tracking to the case you would have been ok waiting to refund for 7 days (April 29). If the buyer escalated the INR before April 29 eBay would have granted an extension for another week or two. You would have been given a new deadline before you had to refund if the package wasn't delivered yet. Where did you read about a 1 day grace period?

Here's the latest from eBay on INR extensions and timelines: link 

@evry1nositswindy wrote:

The item was delivered, the buyer sent a message requesting an invoice through PayPal.  Chalk one up for honesty!!  A big thank you to all who helped me through my first case.  

---

That's awesome! Great to hear you had such an honest buyer. @evry1nositswindy