When to refund when item is still in transit?

[louiscypher066]

Hello,

Due to the recent changes at the usps I have an item that was sold become delayed in transit. Tracking finally showed up again but still has not reached its final destination.  The customer is requesting a refund. My question is should I wait until the item gets there and have them return it before refunding or refund now and wait for the return later?

Thanks. 

[millie1220]

I have been having the same issue with delays, one item was purchased and shipped on 4/29 and is finally as of yesterday, at the buyers local distribution center. I have not heard from the buyer but in cases with extreme delay as the one I mentioned above, I automatically refund them. The item was under $10.00 though. I had 2 others so far over the past few months and just refunded or issued a partial refund or eBay digital gift card. I also had a buyer open an item not received case due to a delay (2 days later than expected date), I uploaded the tracking number, item was delivered the next day, case was closed. Hope this helps.

[louiscypher066]

My item is around $100, a rather large frame. I don't know what to do.... 

[bebe-1153]

If your buyer starts an Item Not Received request, upload the tracking into the request (unnecessary, according to a recent reply by a blue) and wait until just before the deadline in 3 business days for the item to be delivered (and you win), or for tracking to start moving again.

Then, at that deadline, if tracking has not updated in 7 calendar days, you should consider refunding your buyer. If your buyer has not yet escalated after the 3 business days, keep watching until just before 7 days of no movement to consider refunding, to prevent escalation and an immediate forced refund.

But if your buyer escalates to ask eBay to step in, and tracking has updated within the last 7 days, eBay will generally put the case on hold for 10 to 15 days (according to a recent reply from a blue) to allow time for the item to be delivered, which will close the case in your favor.

[fashionandform]

right now usps is having significant slowing of delivery nation-wide. if it shows movement, even slow movement it is in transit. reach out to your customer and let them know about the recent delays due to covid 19- you can even refer them to the ebay posting stating this. if they open a case post the tracking. if there is a significant delay that is more than a week in tracking updates ( not counting media mail) open an inquiry request with usps and keep your customer updated. dont refund them now.

[bebe-1153]

When eBay steps in it:

- If tracking has not moved in 7 days, eBay will force a refund.

- If tracking has moved within 7 days, eBay will wait another 10 to 15 days.

link if a seller has already provided tracking to the order they won't need to do so again through the item not received request.

in general, we will provide 10-15 additional days for delivery if there has been a tracking update within the last 7 days domestically, or within the last 10 days for international shipments.

[louiscypher066]

That's the thing. The tracking started tracking again yesterday and it's one state away from destination. So the buyer should just have a bit more patience?   

[louiscypher066]

I've done all those things and he's been really cool up until today. Besides isn't it policy to wait til the item is returned before refunding?

Thanks everyone!!

[louiscypher066]

Thank you so much!

[starrynightrecords]

Your post in may is still happening now in july. Constant problems with Usps Media mail taking a solid 14-21 days delivery time on most packages. Some media mail took 25-30 days and I had to re-invoice buyers after disputed refunds. Many buyers seem unaware that the coronavirus pandemic disaster is slowing down the mail. Many buyers refuse to believe that covid-19 is real and that basically we're all just goldbricking it! We have a real disconnect of reality of american citizens right now. In many ways, i'm just plain speechless......