04-28-2021 12:21 PM
I am not a business, just selling something I no longer needed.
I sold an iMac computer and shipped it in original packaging and shipping carton via USPS (Ebay provided). It sold for $1200 and shipping was about $92 and I purchased extra insurance to cover $1200.
It was supposed to be delivered on the 24th. On the 22nd, it disappeared from tracking and reappeared on the 26th in Denver (it should have been in Indiana). On 27th it was also "processed" in Denver. It keeps on saying in transit to destination but it does not appear to be moving.
The buyer submitted an investigation on the 27th and USPS closed it this morning with no feedback to the buyer. I followed up, and USPS said, they couldn't find it - but the rep I spoke to was totally disinterested in the whole thing.
I'm wondering how to proceed. How long do we wait, or should the buyer submit a "it hasn't arrived" request now? When they do what are my steps? I understand I submit tracking information to Ebay at this point. What then happens so that the buyer can be refunded and I can proceed with submitting an insurance claim? Also what happens to fees imposed by Ebay and PayPal in sub a refund/insurance claim case? And can I get the USPS shipping cost back (after all they lost it..)?
04-28-2021 12:37 PM
If it's lost, you'll have to refund the buyer.
The buyer has 30 days after the estimated delivery date to open an INR case.
If there is no recent tracking, refund the buyer.
Since you insured it, you can file a claim with USPS.
I'm not sure, but I think the insurance only covers the item.
When you refund the buyer, your Ebay fee's will be refunded.
If your still being paid through Pay Pal, they don't refund their fee's.
04-28-2021 01:04 PM
@kjnshop5 wrote:It was supposed to be delivered on the 24th. On the 22nd, it disappeared from tracking and reappeared on the 26th in Denver (it should have been in Indiana). On 27th it was also "processed" in Denver. It keeps on saying in transit to destination but it does not appear to be moving.
It's not lost; it's in Denver. While it seems to have been missorted in order to wind up there, it obviously still has a scannable barcode on it, so assume that the rest of the label is also in good shape, and that it simply went onto the wrong truck. It will likely reappear on the radar very soon. If it was last scanned just yesterday, it should be on its way in the right direction now. If it was out of sight for two weeks, I would worry, but not after just 24 hours. It should pop up somewhere else in the next day or two. Assure your buyer that you are following its progress, but don't sweat it.
04-28-2021 01:13 PM
Do an intercept on this item now: If they file a case you lose. Get your item back.
04-28-2021 03:56 PM
Okay, I can accept wrong truck. That might explain why it disappeared for 4 days and did not show up in Indiana but rather back at Denver's "Origin Facility". I'm hoping that with two days transport that it'll show up in IN tomorrow morning.
It's just a little concerting that when when investigated, USPS stated they didn't know where it was....
04-28-2021 04:11 PM
USPS insurance covers the insured amount, and in the case of "lost", the postage is also supposed to be refunded.
In cases of "damaged", the postage is not refunded. What that in essence means it that you we them an "extra $XX.XX insurance" along with however much the actual insurance cost was. Makes no sense, as the service that was paid for was not provided.
USPS at this point does not consider your item "lost".
If a "lost" insurance claim is paid, and the item then emerges from hiding, and gets delivered, USPS will send a demand for repayment.
Do not do an "intercept" if the buyer has not been refunded yet. You will not be refunded your initial payment of $92 + insurance $$ if the item is intercepted, and returned to you.
04-28-2021 04:15 PM
Did you make sure to have signature confirmation put on it?
04-28-2021 04:56 PM
Make a missing mail claim at force.usps.com as soon as you suspect the package is lost. Most of the time, within a few days of filing the claim, it starts tracking again.
04-28-2021 06:01 PM
I am chasing the same issue. Sent a Priority Mail, insured, to Puerto Rico. It left the local Post Office and has disappeared. Mailed on 4/5/21 and it is now 4/28/21.
Have filed a mail search with the USPS asking it to be sent to buyer.
Have also filed a lost package...I want my money back.
Now two days after filing and no update by the USPS.
Buyer is great and is hoping the package gets to him and is willing to wait.
I have had one package sent from IL to CA and it went to Ontario, Canada before getting it to me.....go figure.
04-28-2021 06:48 PM - edited 04-28-2021 06:51 PM
@kjnshop5 wrote:Okay, I can accept wrong truck. That might explain why it disappeared for 4 days and did not show up in Indiana but rather back at Denver's "Origin Facility". I'm hoping that with two days transport that it'll show up in IN tomorrow morning.
It's just a little concerting that when when investigated, USPS stated they didn't know where it was....
The key here is that per your description, it's only been 24 hours or so since the last scan of the package, which in USPS terms is nothing, really. Packages can normally go several days without a scan; there's no requirement for them to have one periodically or at scheduled intervals.
I don't have a lot of faith in their search requests (though I have filed them myself; no harm in doing so if circumstances warrant). The notices can end up in the hands of someone who's too busy to do much in terms of real research (e.g. checking their in-house intranet to see if there are any further clues about where it might be), so they'll close it out without doing any real work on it, assuming that the system will burp it out sooner or later, and usually, it eventually does.
I think the only time when these reports generate an actual response is when multiple independent reports come in about the same date or location, showing a pattern of missing items that might all share a common denominator, such as all going in the same container from the same location. They'll go off in search of that container, because finding it will clear up several missing reports in one swell foop.
I think the most common bottleneck is a queue in arrivals at sort facilities, which can only handle so much throughput in a given time period. This month's disaster, at least in the Chicago area, appears to be Elk Grove Village, where several of my recent shipments have gone to die. After anywhere from one to two weeks, they eventually make it out the door there and pop up in other parts of the country. Patience is a virtue...
04-29-2021 05:24 PM
Just wanted to follow up on my earlier post for anyone who may have tried to load that link. I mistyped the url and it's been too long for me to edit my original post.
The correct URL would be
https://usps.force.com/emailus/s/
Regarding mail delays- I remember when the USPS "suddenly" started getting bogged down about this time last year, coinciding with a mail strike in my region, from watching the tracking numbers from the items I have sent out over the last year, it seems like different regions of the country suffer delays or setbacks at different times. I believe my area was one of the first hit, as my packages suddenly went from very quickly delivered to almost a week for priority mail to see any activity after the first scan at the post office. Once it made it out of the northeast it would get to its location quickly. Then once my area started processing mail quickly, I noticed stuff that went to the west coast started ending up in limbo once it got there, then it was Illinois for a little while...
Anyway, get insurance on your packages against loss! I have been doing it on almost all my outgoing items since last year and though I had to make a few missing mail requests, I have not had to use the loss insurance yet, fingers crossed!
04-30-2021 12:21 PM - edited 04-30-2021 12:22 PM
Following up on this, I still do not have confidence that USPS has not "lost" it. It is still showing up in tracking and still says it is on its way to the destination, but each day it keeps on "arriving" at the same place. I don't understand what is going on here. Thoughts?
That comment on the last entries was also on the prior entries, but it never leaves Denver.
04-30-2021 02:26 PM
Fwiw, understand 100% that it's a pain in the rear, but the tracking you shared is not all that unusual to see. The good news is that the package is definitely still in the USPS system. It appears what's happening is that the trailer containing the package is being held in some sort of queue by the distribution center waiting for processing. My guess is that you'll see it get actually processed this weekend and hopefully at the destination center on Monday or Tuesday.