USPS item delayed but moving: Buyer requesting refund

[bcbg11]

Hi there. I've never had a package lost but the buyer is insisting it is and asked for a refund on the last day of the delivery window. The package was shipped ground advantage the day before Christmas.  I asked for time to check with my local post office when they reopen after New Years Day and although they seemed impatient, they agreed. Now, the item is moving after this conversation.  I'd asked if they would send it back when it arrives for the refund and got a response "I'll see if it arrives" and again requesting the refund saying they already went ahead and bought another item when this one didn't arrive the day it was supposed to. I'm getting the sense they're hoping for the refund and keeping the item for free. If it wasn't so pricey, I'd let this go but feel I'm being taken advantage of here and am nervous because I've sold sporadically since ebay opened and have never received negative feedback.  From the tone of the emails, I sense that is what is going to happen if I don't refund tomorrow. 

I told them I'm happy to refund if the item is truly lost and doesn't arrive but if they do receive it, I'm happy to pay shipping to get it back because at the end of the day there was some sentiment in it to a family member and would then take it back to gift if it wasn't going to sell.

What is my course here? Do I have to issue a refund without a return? The item is showing movement so although slow, it's definitely out there. I didn't read any patience in the responses when I did tell them a couple of my packages arrived late with the holiday.  

Thanks in advance.

[fbusoni]

@bcbg11 

Where is the package at the moment?  Is it far enough away from the buyer's destination that you can use USPS intercept?

https://www.usps.com/manage/package-intercept.htm

As far as I know you are not obligated to issue a refund if the item is in transit and is being tracked.  If the buyer leaves negative feedback and the item is ultimately delivered and you can prove it was delivered with tracking, eBay will almost certainly remove the negative feedback.

[rfmtm]

Did buyer open a Item Not Received case yet?  If not, wait till they do and don't refund until the last day to give it more time to arrive or see if buyer refuses the package.

Open a claim with USPS now, if not delivered in 21 days, the claim will be paid whether delivered later or not.

If this is an expensive item and it is clear the buyer is just going to return it anyway you might consider paying ($15., if i remember) for it to be intercepted and returned to you.

[msha3839]

Well, I have a few items that was shipped over a month ago by sellers in US located a few hundred miles away..there is a tracking numbers but packages not moving.. should it be my fault as a buyer? No, sellers use USPS ground advantage at their discretion that is known to be a nightmare..they can use UPS and FedEx that deliver on time..as a buyer I understand that packages delayed but no by weeks or in some cases, by month and more..and there is a latest delivery day ..after this date buyers can open “ item not received “ case that gives additional few days for working things out between two parties and if nothing happens, eBay issues refund…seller can have his item back  if it arrives at the later date, simply by paying return postage…

[pharmtflipper]

it is 35 now

[stainlessenginecovers]

A package that shipped Ground Advantage leaving Xmas Eve has had 4 working (business) days to move (not including weekends/holidays). Your buyer is simply wrong in expecting it sooner. 

As others have stated, do nothing until buyer opens an INR case and then simply answer with the tracking numbers and let ebay decide if you need to refund or not. 

Ground Advantage | USPS

Packages in 2–5 Business Days1

USPS Ground Advantage® service is an affordable and reliable way to send packages inside the U.S.

• Ship to all 50 states, U.S. military bases, territories, possessions, and Freely Associated States.
• Primary option for sending hazardous materials (HAZMAT) that can’t go by air.

[12345jamesstamps]

Not to think outside the box...but sometimes a package gets delivered but not 'scanned as delivered'.

I have quite a few of those still in transit from last year...LOL

But my buyers appeared honest and gave positive feedback with packages still in transit.

If it doesn't ever show 'delivered' it's a refund to the buyer or eBay might feel a 'comp' your way and give the buyer a refund and not you.

[buyselljack2016 · Accepted solution]

Last one I attempted USPS quoted me $17 and maybe some change + maybe some postage. That was last month.

[wastingtime101]

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@buyselljack2016 wrote:

Last one I attempted USPS quoted me $17 and maybe some change + maybe some postage. That was last month.

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Correct.

https://www.usps.com/manage/package-intercept.htm

"If the shipment is intercepted, your credit card will be charged the $17.50 Package Intercept fee plus any applicable postage. If the actual postage is greater than estimated, any additional postage will be charged accordingly."

[mkaczorsee]

Buyer is being unreasonable to expect a package that was shipped on Christmas Eve via USPS Ground Advantage to arrive in anything less than 5 business days. 

Let the buyer open a remorse return (changed mind) when it gets delivered and they can pay the return shipping. 

[kalyoth]

If they want a refund, tell them to open a item not received case with ebay. Ebay will in most cases tell them to wait because the item is in transit once tracking is provided. Do not refund manually. They also will not return the item once you refund - they will keep it. Follow the site's policy & proceedures.

[msha3839]

With your approach everyone is at fault except sellers..no delays with FedEx and UPS..USPS have weeks of delays for domestic mail , especially so called ground advantage…and not every buyer is a thief as you assume for not returning packages that arrived late, simply many sellers refuse to pay return shipping…

[msha3839]

So much hate towards the buyers definitely not going to help someone like you..buyers don’t have to operate on seller’s schedule…that’s how Amazon became successful..🥂

[spreadlovelikefire]

I actually just used UPS for the first time in years and guess what?  They are 4 days late now....

[bcbg11]

I'm just seeing this. I was on the phone today and USPS recommended I do the intercept which I did. I sent them a message to tell this would help expedite the refund. USPS also advised not to refund until it was back to me. Just saw they now opened a refund request and told me they never said that that they wanted to keep the item but it is in the thread where they said they still wanted the refund because they ordered another item.