Where in eBay policy am I made responsible to refund for USPS delaying delivery or lost packages?

[milesoriginal]

I posted a similar question last night and it was deleted. If this one gets deleted, I will post it again, so maybe eBay should answer the question.

In the recent blog, this paragraph is tucked in at the end:

When a buyer makes an “item not received” request

...

If tracking on the item shows movement within the past 10 calendar days and the parcel is in the destination country, we’ll keep the request open for 10 more days from the time the buyer asked eBay to step in to allow additional time for the item to be delivered. After that time, if there is no updated activity, eBay will consider the item lost and we’ll ask the seller to refund the buyer. 

Is this actually in the agreement we are bound by? I have never been made responsible for USPS failing to deliver a package, once it shows that they have it in their possession. It has always been the buyer's responsibility to deal with USPS, has it not?

If this is policy, show me. Please include the source for your claim in the reply.

[southern*sweet*tea · Accepted solution]

Ebay buyers have the money back guarantee that guarantees they receive the item they ordered or their money back.  https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

This is not something new, it's been in effect for well over a decade.

As a seller, yes you are responsible if the PO loses a package.  It may not be your fault, but it is your responsibility.

When a buyer doesn't receive an item

If a buyer doesn't receive an item, the buyer needs to submit a request to report that the item hasn't arrived. The seller should address the buyer's concern within the eBay Money Back Guarantee timelines and provide tracking information, updates on the delivery of the item, or a refund.

If the buyer isn't happy with the seller's response or doesn't receive a response, the buyer can ask eBay to step in and help. In some cases, eBay may do this without the buyer asking.

If asked to step in and help, we review the information provided by the buyer and seller for evidence of a successful on-time delivery to the buyer's address (as displayed on the 'Order details' page) or proof of collection by the buyer.

Information required to prove a successful on-time delivery is all of the following:

The tracking number provided by one of eBay's integrated shipping carriers;
The tracking number is uploaded to the site, showing a shipping scan, before the estimated delivery date;
A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);
The date of delivery or attempted delivery;
The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the address displayed on the Order details page; and
Signature confirmation, if the total order cost (total of item(s), shipping and tax) is $750 or more. Learn more about signature confirmation requirements.

If we determine that the item wasn't successfully delivered or collected, the full cost of the item and original shipping will be refunded to the buyer. The seller is required to reimburse eBay for the amount of the refund.

Another link here for your perusal

https://www.ebay.com/help/selling/managing-returns-refunds/help-buyer-item-didnt-receive?id=4116

[nobody*s_perfect]

No, it has never been the buyer's responsibility to pursue a lost package. Here's a link to eBay's buyer protection policy, which they call the "Money back guarantee." It says that if a package is lost, the buyer is entitled to a full refund. From the seller.

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

[milesoriginal]

Thanks, that clears it up.

[milesoriginal]

Thank you.

[vintagecraze50]

Seller is the responsible party with shipping issues. Shipping issues with USPS are really bad right now. Use another service if you even hope to get something to a buyer before Christmas, and use expedited service like 2 Day Service.

[tmjer]

I have numerous "lost or delayed" packages in the USPS system right now! This could be disastrous for me as a small time seller if I get forced to refund without getting the product back.  Then the buyer will eventually get their product. Ebay needs to notify the buyers of this major USPS failure and back the sellers for once!

[ra_201044]

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@nobody*s_perfect wrote:

No, it has never been the buyer's responsibility to pursue a lost package. Here's a link to eBay's buyer protection policy, which they call the "Money back guarantee." It says that if a package is lost, the buyer is entitled to a full refund. From the seller.

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

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"In some limited situations, we may extend the period of time in which a buyer is eligible for the eBay Money Back Guarantee. This extra time allows us to take into consideration the buyer's location, the shipping service used, a seller's extended return window, national holidays, or delays due to circumstances such as natural disaster, national emergency, labor strike, or governmental act, or other circumstances such as fraud."

Nice of them. Where is the seller side regarding the delays(in this national emergency)?

Packages should NOT be considered lost until the carrier considers them lost. Period.

[fishing-101]

I agree with your comments. eBay's lost package timeline has never matched USPS's. I currently have over a dozen packages late, sent 2 weeks ago. The Postal Service has no real concern, they are paid whether they provide there service or not. You will never receive a refund for postage paid, if they fail to deliver any service.

How's that for a business model- pay up front-hope for service-if no service provided-you loose.

[mstcwrld7]

    I have never had a package lost or extraordinarily delayed until now.  

But I now have a package delayed for 3 WEEKS within the USA.  Tracking shows it is in a city postal hub; the buyer is in a suburb of the same city.  So near, but yet so far.

      You'd think the package would be delivered wihtin 24 hours as the destination is probably less than a hour away?  Wrong.

       In order to hopefully pre-empt trouble with the buyer I told her I will return her money if she does not want to keep waiting, but if the package arrives after I refund -- then ebay requires that she send it back to me.  I called ebay and this is the policy on that situation.  If the item is really lost in the mail  the seller loses unless he has insured the package.  But if it arrives late after he has refunded the buyer,  he is supposed to get the item back or ebay will step in.  

       At least, in this case,  I know where the package is and I had USPS updates sent to the buyer.  But what a bummer. I have spent hours on the phone to different post offices to try to get this package going.  And the buyer is not happy with me. 

       I have read that some sellers have stopped selling because of this.  They feel their packages are too much at risk.

[buyselljack2016]

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@tmjer wrote:

I have numerous "lost or delayed" packages in the USPS system right now! This could be disastrous for me as a small time seller if I get forced to refund without getting the product back.  Then the buyer will eventually get their product. Ebay needs to notify the buyers of this major USPS failure and back the sellers for once!

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If the time in the INR dispute is going to run out it is in the sellers best interest to refund the buyer before time expires.

If eBay has to step in the buyer is refunded from the seller funds, FVF is not refunded, and a seller defect is awarded.

If the value of the item justifies,  a "package intercept" option is available with USPS. Fee is about $15 if successful.

[buyselljack2016]

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@mstcwrld7 wrote:

    I have never had a package lost or extraordinarily delayed until now.  

But I now have a package delayed for 3 WEEKS within the USA.  Tracking shows it is in a city postal hub; the buyer is in a suburb of the same city.  So near, but yet so far.

      You'd think the package would be delivered wihtin 24 hours as the destination is probably less than a hour away?  Wrong.

       In order to hopefully pre-empt trouble with the buyer I told her I will return her money if she does not want to keep waiting, but if the package arrives after I refund -- then ebay requires that she send it back to me.  I called ebay and this is the policy on that situation.  If the item is really lost in the mail  the seller loses unless he has insured the package.  But if it arrives late after he has refunded the buyer,  he is supposed to get the item back or ebay will step in.  

       At least, in this case,  I know where the package is and I had USPS updates sent to the buyer.  But what a bummer. I have spent hours on the phone to different post offices to try to get this package going.  And the buyer is not happy with me. 

       I have read that some sellers have stopped selling because of this.  They feel their packages are too much at risk.

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Someone at eBay is stating policy that does not exist.

eBay may suggest that a buyer pay, or return, but they have no policy/way to force it.

[nobody*s_perfect]

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@fishing-101 wrote:

I agree with your comments. eBay's lost package timeline has never matched USPS's. I currently have over a dozen packages late, sent 2 weeks ago. The Postal Service has no real concern, they are paid whether they provide there service or not. You will never receive a refund for postage paid, if they fail to deliver any service.

How's that for a business model- pay up front-hope for service-if no service provided-you loose.

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If you shipped via Priority Mail, then your package automatically included insurance. You can file a claim 15 days after shipping. And if the package is lost then the refund includes the postage that you paid.

https://pe.usps.com/text/dmm300/503.htm#ep1233501

https://pe.usps.com/text/dmm300/609.htm#ep1097274