Shipped an item to a customer with PM on 3/9 and it hasn't arrived.

[madssurplus]

The customer contacted me saying they hadn't gotten the item yet. It was shipped on the 9th and today is the 20th. The tracking just says its running late but doesn't tell me where it's current location is. What are my options as a seller. The item cost the customer $50 plus what they paid for PM shipping. I can't file a claim with the PO until 15 days have passed but since it's not technically lost they probably wouldn't refund the money anyway. The customer understands that it's not my fault but I don't think they are going to want to wait much longer. Am I just screwed out of the money when this happens?

[wastingtime101]

To be clear: the customer sent a message and has not yet filed a non-receipt claim, correct?

Where was the package last scanned?

To what state is the package destination?

[fortbuys]

Respond to the customer you are looking into it within the timeframe ebay gives you.   Let them know you are working on it to make both of you whole.     Make sure you provide tracking information.   

Before you put in a claim make sure the customer puts in the item not received selection.

[12345jamesstamps]

Some packages are not getting scanned as "delivered" but are "being" delivered.

Depends on what shipping you are using for a refund from them.

I have a number of items still opened not delivered. LOL.

[worldcoinauctions]

If it is USPS and a regular tracked package (not an ESE) you can go to the USPS website and fill out a form asking them where your package is. That usually gets it moving again.