What do I do??

[aast_llc]

So I sent the item to the buyer on Nov 28. The buyer never got/signed for the item or picked it up. USPS said they were mailing it back to me on Dec 22. I have not heard from USPS or got a new tracking number and they haven’t responded to the find my package. I have extra insurance and they said if it’s not buyer related there is no claim.

[lamber9347]

@aast_llc  If package gets returned for reason, buyer never picked up, then buyer loses their money back guarantee. You can refund for the purchase, minus shipping and fee charges. However buyer can always go back to their payment method and file a claim for a full refund as they never received the item. It's up to you how you choose to proceed. 

Your insurance should cover lost packages. If it was first "delivered" on 11/28 than more than 30 days have passed and package is still out there. You should try that approach with the insurance. Best of luck to you....

[mtgraves7984]

And regarding the package being returned to you, I think you'll be looking for the original tracking, as it's not been delivered.

[aast_llc]

Awesome I reached out for the package lost claim, explained the situation and this is what they sent me. 

[aast_llc]

That’s what I assumed but so far nothing.

 

[lamber9347]

Looks like a workaround they've come up with. If recipient never picked up, technically it isn't lost. I'm also presuming your buyer has reached out to say they never received it. If you are simply going by tracking and haven't heard anything from the buyer, there is the chance the package was delivered but never got a delivered scan. Maybe you should hold off on this until you hear from the buyer. Don't message them, if you haven't already. If you did hear back from the buyer than post that. 

[reallynicestamps]

UNDELIVERABLE ITEMS
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[aast_llc]

Gotcha, the weird thing about it is that I’ve never heard from the buyer right before it was sent back or until now. But I don’t know if I should wait because of the claims time period.

[lamber9347]

@aast_llc No, your ONLY concern should be for your selling account. Never mind about the insurance. As you are now seeing insurance is actually difficult to get paid out on. They will come up with a multitude of reasons why they are exempt in payout to you. You have no selling experience on this ID so you need to avoid any issues if you plan on continuing to sell items online. That should be your major concern for now. 

Just sit back and wait to hear from your buyer. They may be ill or just away from their computer. You will hear something eventually. Several scenarios to consider. 

#1- Item gets sent back to you. You can relist it for sale. When buyer reaches out to you just refund the item amount minus shipping, or be generous and refund entire amount. 

#2- Item never gets returned to you. Most likely it was delivered but never received the delivered scan, which is why you never heard from your buyer. 

#3- Item never gets returned and buyer reaches out asking where it is. In this case, see #1 regarding refund amount. You can then contact insurance and if window has closed try to appeal using excuse you already contacted them. Save all messages from insurance for this reason. 

Until you hear back from the buyer there is nothing else you can do except wait. Hopefully you never hear back from buyer, meaning they received the item and are happy with it. There's always the chance buyer will post positive feedback, indicating all worked out. Best of luck to you....

[albertabrightalberta]

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@aast_llc wrote:

That’s what I assumed but so far nothing.

 

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Ugh! Is this the $1100 item? 

Based on the tracking, the reason it wasn't delivered was because the buyer wasn't available to accept and sign for it and after being notified to schedule redelivery, the buyer didn't follow through. 

In this case, you should have seller protection. The problem is that it may take a while for it to come back to you. 

The right thing to do would be to refund the buyer once you get it back, but you can deduct your costs of shipping and fees from the refund.

[aast_llc]

Yup it’s indeed the $1100. That’s what I was weary of. Buyer has 0 of my messages answered. USPS hasn’t answered and I have no idea where my item is. USPS said it was being shipped back on Dec 22. I figured it would of been here by now it’s Jan 11. It’s like 20ish days not sure how long it would take.

[albertabrightalberta]

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@aast_llc wrote:

Yup it’s indeed the $1100. That’s what I was weary of. Buyer has 0 of my messages answered. USPS hasn’t answered and I have no idea where my item is. USPS said it was being shipped back on Dec 22. I figured it would of been here by now it’s Jan 11. It’s like 20ish days not sure how long it would take.

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I wouldn't chase the buyer. 

If at some point, the buyer opens INR (item not received), you can respond with the tracking number and point out that no authorized person was available to sign and the buyer didn't follow up on the redelivery requests. 

[aast_llc]

I’m worried that if they never got the item and open a case and I’d have to refund while being out the item since usps lost it. So that’s down twice.

[a_c_green]

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@aast_llc wrote:

Gotcha, the weird thing about it is that I’ve never heard from the buyer right before it was sent back or until now. But I don’t know if I should wait because of the claims time period.

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For a package that disappears along the way, without a Delivered scan at either end (assuming that the tracking is correct and the package really was on its way back to you at the time it disappeared), I believe you need at least 21 days without a scan before the USPS will accept a claim for a lost package.

I had one package do a complete disappearance on me last year, and they sent a check for the full settlement within just a few days of my filing the claim on-line. I assume this is because it's a lot easier to confirm a lost package than a damage claim.

(Ironically, just this morning I received a "Search Request Update" email from them to say that they were continuing to valiantly search for that package that they already paid me for last August. They have been sending me that same message about this time every month. I'm curious to see how much longer they're going to do that.)