When to refund a buyer

[tweetystwades]

I shipped an item to Puerto Rice on Dec 9th, and it still hasn't arrived. 

It was in Jacksonville ,FL Dec 10th. The 11th, 12th, 13th, & 14th it was updated showing arriving on time. 

No updates after that, now the customer is mad & wants a refund. I went to USPS.com and it shows package arriving late.  How long can I wait before refunding, they will eventually get it.  She needed it for an event, so when she returns it who pays return shipping. She's not going to want to pay for shipping because it was late.

I'm trying to file a search claim, but have to wait until the 24th. The customer already opened " Item not received case".  She ordered 2 bustier's in 2 different sizes, so I knew was already coming back.     

Thank you!  

[carlmarxx]

Any thing   not shipped  Priority Mail  or express  to Puerto Rico  will  have delay issues. .    Ebay  placed  Puerto Rico   in their  EIS   program   several months back last I heard .

[stuff4divas]

@tweetystwades  did u ship thru ebay int'l shipping? if so, it would have gone to the domestic hub then onto PR and sellers are not responsible for any int'l shipments once the hub shows delivered to them.

[tweetystwades]

No, I shipped Ground Advantage, never had a problem before. 

[tweetystwades]

It let me ship ground advantage, which I've done before without incident. 

So what happens not, how long can I wait to refund? 

[stainlessenginecovers]

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@tweetystwades wrote:

It let me ship ground advantage, which I've done before without incident. 

So what happens not, how long can I wait to refund? 

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The 'return case' (ebay) will tell you if they are willing to have customer wait or you need to refund- (you did answer the return case with the tracking number, correct?)

[tweetystwades]

Yes, I did. I also messaged the customer asking for time to research, and assuring them they are covered even if the package is not found.     

[lakefor94]

FWIW, I had the same experience with USPS Ground Advantage a month or so ago.  Took about 2 weeks to get there.

I always used to ship Priority to PR and forgot to do that.

The case itself will tell you how long you have to get a delivery scan or refund. The communication eBay sent might also have that info.

[tweetystwades]

I did a package search with USPS, they located the package and it arrived at the Puerto Rico hub this morning.

When the customer returns it (and I know she will, because it was late and she needed for an event), she has to pay return shipping right?    

[lakefor94 · Accepted solution]

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@tweetystwades wrote:

I did a package search with USPS, they located the package and it arrived at the Puerto Rico hub this morning.

When the customer returns it (and I know she will, because it was late and she needed for an event), she has to pay return shipping right?    

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If she opens a return, depends on what reason is selected.

I checked one of your listings, states buyer pays return shipping. That would work if a remorse return reason is selected.

If a Item Not As Described return case is opened, you will be paying the return shipping. 

[tweetystwades]

That would be deceitful if she claims item not as described, because that is just not true. She was pressuring me for a refund before they found the package, thank goodness they found it quickly. She ordered 2 Bustiers for an event in 2 different sizes, so I knew one or both were coming back anyway.  Well, she didn't get the package in time. I feel like not she will not want to pay for return shipping.        

[lakefor94]

I hear ya on that one. The other side of the coin is there were delivery dates that were not met.

The delivery dates were in the listing..... buyer was disappointed the transaction did not work for her.

[buyselljack2016]

Seems that somewhere in my head I remember past posts that when an item did not arrive within the stated delivery time that it could be claimed as "not as described" for that reason. 

I could be dreaming or just confused.

[tweetystwades]

I do not remember that, we do not control the mail. If I didn't ship on time, or didn't get an acceptance scan she might have a case. I however, did both.  Mail is late, especially around the holidays.   

[tweetystwades]

I get it, it could go either way.