eBay Standard Envelope Refund

[stevesatticfinds]

ESE showed delivered. Customer said it was not delivered. I had them wait 4 or 5 days, which they did without issue, really great customer. Said it was still not there, so I refunded. When ESE first came out eBay suggested when a customer asks for a refund, we should do it, even though it shows delivered. However, back Then it seemed like eBay would refund the seller back. Even saw a link to be able to do just that. Now I cannot find it anywhere. So, I guess my question is, are we just SOL when a customer wants a refund when it is showing delivered? Have the rules changed somewhere along the way and now all of the sudden all I have to do for eBay is upload the ESE tracking showing it was delivered as I do now with Post Office tracking results?  

Thanks for any input!

[wastingtime101]

File the insurance claim here - you have to wait 30 days before you can file - you'll be refunded item price less cost of shipping.

https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-standard-envelope?id=...

[1786davycrockett]

@wastingtime101 

If USPS shows that the ESE had been marked as "Delivered" (as the OP had stated), would eBay still honor an insurance claim, based simply upon the "item not received" claim of the buyer?

That does not seem realistic.

[wastingtime101]

ESE is a bit different than typical services. If the seller can show they refunded the buyer because the buyer claimed they never received it, the seller will receive the insurance payout. That's what sellers like sin-n-dex and several others have reported here on this forum.

But if the seller did not refund the buyer, the INR would close in the seller's favor since there's a delivery scan.

[cardsourcetaken]

I have filed several claims and have never received confirmation of my claim filed, nor a refund.  Is there a way to check the status of a claim?  It seems that the claim filing is completely separate from the item I've sold so there is no way to go back to the item lost to check the claim status.  Very frustrating.  I've filed 5 claims since October and have received nothing.