"Item Not Received" case for an international shipment.

[charis29]

Hello, a buyer from Guam purchased an item from me, I don't know how they were able to purchase it, as I don't do international shipping, but they did and I shipped it anyway.

The package was dropped off at the post office on November 22 (estimate delivery Sat, Nov 30 - Sat, Dec 7). Departed USPS Regional Facility SAN FRANCISCO CA DISTRIBUTION CENTER (November 27)
The last update was received December 1 (Moving Through Network In Transit to Next Facility, Arriving Late). The package is probably somewhere in the Pacific ocean, on its way to the buyer.

The buyer opened a case today December 9 for "Item not received". eBay is giving me 3 options: 1) Update tracking details 2) Refund buyer 3) Send a message to the buyer.
I chose to send a message to the buyer, told them that this is an international shipment and should take a longer time to arrive, the buyer responded saying that they understand and they will wait to receive it.
But eBay is giving me until Thursday December 12, to get this issue resolved or the buyer can ask them to step in. So, I don't think that messaging the buyer and them agreeing to wait is enough for eBay.

This is the first time this has happened to me and I have no idea how to deal with it. I read that I can request a 10 days hold from eBay to give more time for the package to be delivered, but I don't how to do that.
Any help or advice would be greatly appreciated, thank you.

[laperlalady]

Although you will fill out customs forms similar to international shipping, shipping to Guam is still considered domestic. 

Did you open a mail inquiry case on USPS?

[charis29]

Hi, I went to the missing mail section on the USPS website to start a search and this is what I got.

[charis29]

Apparently, the package is still is transit, but the buyer is either impatient or trying to get a refund, then receive the item for free. How can I explain this to eBay? That the package is still on its way to the buyer. How should I handle the case opened by the buyer? Thank you

[klhmdg]

Put the tracking number into the case.

[ebooksdiva]

Upload tracking into the case showing it is still in transit to the buyer.

[lutho_30]

To resolve this issue, follow these steps:

1. Update Tracking Info: Make sure your tracking number is up-to-date on eBay, showing the latest status and shipment details.
2. Request a Hold from eBay: Contact eBay support through their Resolution Center and explain that this is an international shipment experiencing delays. Request a 10-day hold for additional time.
3. Communicate with the Buyer: Inform the buyer that you’ve requested more time from eBay and will update them if any new information is received.
4. Prepare for a Possible Refund: Be prepared to issue a refund if the package doesn’t arrive and eBay rules in favor of the buyer.

If you're asking about a DFA appointment for travel-related documents or issues, make sure you’re prepared with all necessary paperwork. This is unrelated to eBay but important for international shipping or consular services.

[1786davycrockett]

@charis29 

Guam is not a foreign country -- it has been an American possession since 1899.

Deliveries to Guam are notoriously slow -- so your buyer may be attempting to snag a "freebie" by opening up an INR case before a reasonable delivery can be achieved.