What to do with Lost Package?

[netwizz760]

I sent a buyer an item that got lost in the mail.   It was a first-class package USPS has not updated in a week.

Obviously, it is not insured, so it is simply my loss for the item and the postage, too.

How do I work it with the buyer other than communicate?

Do I need to do anything proactive, or do I sit back and wait for an INR?   If I get an INR, what do I do?   Do I just refund the buyer quick to avoid any escalations full knowing obviously the buyer gets their money back if it escalates?

i.e. What can I do to minimize the damage to my eBay account regarding defects and all.   

Is there a way to at least get my FVF refunded, too?

Thanks.   I haven’t heard from the buyer but just want to know what I am supposed to do.

[dbfolks166mt]

With the shipping delays it is possible that the item is not lost. I have had issues like this and I always take a pro-active approach and contact the buyer and let them know there are apparent issues with the shipping but you have reached out to USPS and opened a missing mail case. Which you should do given it has not updated in a week. Ironically usually within 24 hours of opening the missing mail case the item magically starts to move again, possibly just a coincidence. 

     If the USPS cannot find the item and it is truly lost at some point you will need to refund the buyer for the item or provide an identical replacement. You can work with the buyer on the specifics of which way they would like to proceed once you confirm the item is truly lost. 

[netwizz760]

What is the best way if it is truly lost?  I already called the post office about it, and they have not helped.

I do not see I can cancel the sale and get FVF returned.  Is it best to ask the buyer to open an INR case, so I can refund the buyer that way?  If I do that, what are the defects?  Can I do anything to mitigate?

Basically, what is the procedure to not be out the item, out the postage, AND out the FVF and get on eBay's **bleep** list by somehow being held accountable for the non-delivery of USPS...?

What can I do to minimize my damage on the platform regarding my reputation/selling ability and the financials?

I know the buyer gets buyer's money back, but asking what is the best way to go about doing it such that it is clear I did my part and this is of no fault of my own?

[nobody*s_perfect · Accepted solution]

You need to be patient.  Your package probably is not lost. Since you haven't heard from the buyer, he apparently is more patient than you, or at least has a better understanding of the delivery problems that USPS is currently experiencing. In particular, recently a lot of tracking scans have been getting skipped. I recently received a package that got no scans for over a week, from the day it was shipped to the day it was delivered.  No intermediate scans at all, and over a week for a Priority Mail package.

If the package really is lost, wait for the buyer to file an "Item not received" claim. Respond to it by giving a full refund.  Do NOT wait for the buyer to escalate. You'll get a credit for the final value fee.

In the meantime if the buyer contacts you, try to reassure them that USPS is having delivery and tracking issues but their rate of actual package loss is very low, so encourage them to wait a few more days before filing the claim.

Here's my actual recent experience:

[1tuna]

general reply

you package is not lost its just delayed.I am unsure why you would have a buyer open an INR.Ebay does not work that way.if the buyer wants to do somethig  thats fine but I wouyld not suggest anything if they have not contacted you.

your buyer may feel everything is fine,if you contact them and tell them its late its your doing that could upset them.

its sort of like its was not late until you told them it is,now you have put the idea in the buyers head thats its late.I just would not do that

[timzbiz]

If you refund the buyer you will want to intercept the package at usps.com and have it returned to you. The cost is $14.95

[herway]

I disagree with contacting the buyer when item is late. Most people do not watch the tracking history or even notice that an item is arriving late. When you contract a buyer and inform them their item has a delivery problem, many people will panic and open an INR received case. I just wait til the buyer contacts me. I have found that works out much better.

[dbfolks166mt]

Calling the post office is probably not going to get you any resolution. Take a look at the following information on the USPS web site. 

https://faq.usps.com/s/article/Missing-Mail-The-Basics 

Depending on what delivery date eBay provided the buyer when they made the purchase you may not be past any delivery deadlines at the moment. If you are take a pro-active approach in working with the buyer to resolve the issue. Do not have them open a INR case until you determine the actual status on the package. As mentioned patience is key here most people are aware there are shipping delays and it's not just USPS. On 2 December FedEx suspended its money back guarantee on express shipments. 

[netwizz760]

This makes me feel better.   I will shut up and wait for an INR.

I won’t be trying to intercept the item because it sold for $21 with free shipping.   Makes no sense to dump a total of $20 into postage especially with no guarantee to get it back.   If I get it back, it would be worth $6 more than not intercepting it.

If it sold again $2.10 in fees leaves $4.90 to pay PayPal fees and over $5 in postage.   Simply put, if I have to refund, I will tell the buyer that it might still show up.  If it shows up, I guess I can send an invoice full knowing it may or may not be paid.

[radioamplifiers]

The item I shipped in December never did show up to the buyer.

Tracking info still shows that it left Indiana on December 28th.

Who do I get a refund from?  eBay has made it impossible to contact them. 

So much for looking out for sellers!  What a bunch of poppycock!

James

radioamplifiers

[chelee16]

I might have given the wrong address fir delivery . I don’t have an preset number and don’t know how to look that up . I order a waiter book and have not seen it .

[downunder-61]

Go to your item and click on Order details - you will see the address you supplied for delivery. 

If you made an error, then there is not much you can if the seller has shipped it, a seller can ONLY send to the address you chose at check out.

[kathflenne0]

I realize that but I was not at fault. Ebay said they would step in and help.i haven't heard anything yet.

[joholmumc8z]

Lost a package was not delivered said it was delivered order.

[cipa-6364]

So my package got lost and I paid for shipping and I have to refund the $ & just be SOL on the item I have same issue there’s a tracking # it has t moved shows same place dropped it been 3 weeks how is that fair I’m out shipping cost eBay’s WAY TO EXPENSIVE FEES which was $54.89 & now out on even getting any $ wow **bleep**TY

THANKA