missing mail - cancellation

[jbbowers12012]

Hi Everyone,  I have a package that was shipped in mid-December - received its acceptance scan & was never seen again.  I have a missing mail search on it that has turned up nothing. (shipped USPS)  Can i still cancel this order?  This is what my buyer would prefer.  I should know this .  But, my 70+ year old brain has been a bit holey recently.  HA!  Thank You!

[wastingtime101]

The buyer should file an item not received claim and you refund through that claim. Also file a lost package insurance claim with USPS.

[jbbowers12012]

Thank You for this information.  Will this ding my metrics??  Thanks Again!

[wastingtime101]

One INR on your service metrics means nothing. You'd have to have 10 INRs from 10 different buyers for it to potentially impact your account. So yes, it will show up there, but no it will not have an impact.

[jbbowers12012]

Hi Again, I really hate to be such a bother with this.  I fully understand about the filing an INR procedure & thank you for the info.  But, my very understanding buyer would rather cancel.  Question is - at this point,  is this allowed?  I would like to honor my buyers wishes & not further "poke the bear."  TY.

[wastingtime101]

It's allowed, but you will forfeit seller protections if the carrier locates the package and delivers it. With an INR, eBay will refund you if the package turns up and is delivered within 30 days.

Take note: a buyer requested cancellation affects their account the same way an unpaid item strike does. This changed last year. It's in the buyer's best interest to file an INR instead of having a buyer requested cancellation on their account for a year.

[jbbowers12012]

wastingtime101 - One more question & I will leave you alone.  (I promise) - Is there a way to get my buyer his  $$$$ back & make him whole again without either one of us getting dinged (or cause any other issues) & that is A-Ok with eBay?  So sorry to keep bugging you with this...........Thank You So Much!

[wastingtime101 · Accepted solution]

You can use the "send refund" action, but if you do that there's no guarantee eBay won't convert it to an out of stock cancellation defect in several weeks when their system reviews the full refund that's not tied to a claim. You might be fine, you might not.

Just send the buyer a link to the page to file an INR. It has a giant blue button and the process is simple - will take next to no effort on the buyer's part. It's the safest, least-impact option. Plus it's the "correct" option.

[robbie31415]

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@wastingtime101 wrote:

You can use the "send refund" action, but if you do that there's no guarantee eBay won't convert it to an out of stock cancellation defect in several weeks when their system reviews the full refund that's not tied to a claim. You might be fine, you might not.

Just send the buyer a link to the page to file an INR. It has a giant blue button and the process is simple - will take next to no effort on the buyer's part. It's the safest, least-impact option. Plus it's the "correct" option.

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Which is completely stupid.

Not you, but eBay.

Since there is an acceptance scan from the carrier there is evidence that the seller did their part.

Ebay should NEVER convert a send refund to an oos cancel if there is an acceptance scan.

I could understand if there was no evidence of drop off, but in this instance the seller should feel completely safe to send full refund outside of INR.

[jbbowers12012]

INR sounds like the best solution - Ill' take it.  Thank You So Much For All of Your Help.  You Are The Best!

[wastingtime101]

Yeah I think it would be fine @robbie31415 , and I've done it myself and been fine, but it depends on several factors. I'm not going to say it's OK then the seller is angry when they get an OOS defect later and has to deal with CS and fight to try and get it removed. I prefer to tell the seller the potential risk so they can decide for themself if they want to take that risk.

[wastingtime101]

You're welcome @jbbowers12012 - don't forget to file the insurance claim with USPS.

[robbie31415]

Yeah I agree with your advice.

My frustration is more with eBays system, and lack of clarity of what we can do.

Issuing refunds is part of providing customer service.

We shouldn't have to worry that eBay may give us an undeserved defect, when there is evidence we did our part by acceptance scan, just to try and provide good customer service.