"Item in Transit"

[vilkau]

I sold an item to someone overseas, printed an eBay shipping label  and shipped it with a tracking number over a month ago. Buyer has not received it yet. Tracking info says item is still "In transit". I have the feeling it's lost or was redirected to some other country. The buyer has started an "Item not Received" case with eBay.  What is eBay's policy in a case like this? Does it refund the money to the  buyer or am I  responsible to refund the money if the buyer doesn't get his item? I believe eBay promises a refund if buyer doesn't get an i

[orangehound]

A lot of international shipments are getting clogged up in shipping channels because of the coronavirus.

If you shipped it using the Global Shipping Program, then you are covered and do not need to worry about refunding.  Otherwise, you are responsible ... if the item's tracking is showing that it is not moving AND it is past the delivery date, then you would be responsible for refunding the buyer's original purchase price and whatever they paid for shipping.

[vilkau]

I used First Class International and it is past delivery date. That means I am screwed, right? What happens if I refund the buyer and he eventually receives the item? He could end up with free item, correct?

[ittybitnot]

 He could end up with free item, correct?

Yes, paid by you of course. 

[slippinjimmy]

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@vilkau wrote:

I used First Class International and it is past delivery date. That means I am screwed, right? What happens if I refund the buyer and he eventually receives the item? He could end up with free item, correct?

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Which country did you send it to? What was the item and value?

He could end up with a free item or perhaps more likely he could end up with a refund and no item.

[dk0]

If I am contacted about an item not received, I always explain to the buyer that while most of my international shipment arrive with a week or two, sometimes one will take up to 2 months to arrive.  I let them know that sometimes I get international packages returned many months later marked "unclaimed" and that they should check with their postal service just to make sure it's not waiting for them.

I'd also add that I just received a package from the UK recently that took over 6 weeks to get here, and that the virus appears to be slowing down some international mail.  Lastly, I let them know that it is very rare for an item to not arrive at all.  (All of this is true, BTW.)

I then ask them if they are willing to wait until a specific date, and if it still hasn't arrived, let me know and I can replace (if possible) or refund, buyer's choice.

However, since this buyer has opened a case, it's a bit trickier.  If rather than contact you at that later date, the buyer escalates the case, you will get dinged for a "case not resolved by seller".  (I learned this the hard way.)

If you refund and they receive it later, then yes, they got it for free.  But I've had several customers over the years contact me to pay after I have refunded.  (One was literally within an hour or two of my making the refund.)  Hopefully, you have an honest buyer.

[slippinjimmy]

^^^^^^ This exactly!!!!!

[vilkau]

The item was shipped to Lithuania, and I don't know what difference it makes of what the item is and its value. I can say it is not a large, expensive, or dangerous item.

[nkmipgolf]

I once shipped an item to Saudi for my daughter by ground. Took 2 1/2 months. 

[slippinjimmy]

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@vilkau wrote:

The item was shipped to Lithuania, and I don't know what difference it makes of what the item is and its value. I can say it is not a large, expensive, or dangerous item.

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Lithuania is at the best of times a bit slow (ie: 3 weeks). These days there are very few if any direct flights although a month ago that was not true but even at normal times it's possible mail trans-ships via a Western Europe airport first.

Have you tried tracking it at the Lithuanian Post Office?

https://old.post.lt/en/help/parcel-search

[vilkau]

The Lithuanian Post Office says the same as the US Post Office -  "The the item was sent to the destination country." That was a month and a half ago. Where is it now? At that time the situation with the virus was not as bad as it is today. Mail from the US does not go directly to Lithuania. It goes through a third country like Germany or Poland. No one knows (or doesn't say) where it is now. Weird.

[cream_couture]

I handle these situations like dk0 stated, very well I might add:). 

Only thing I have to add is I insure with Shipsurance. They will refund me if the item is never delivered. I recommended using them or another shipping insurance service, especially if you ship internationally. 

[kauvil-us]

Are you able to buy insurance when you print a First Class International shipping label through eBay? Is so, how much does it cost, and how can you get the buyer pay for it?

[chl_at]

Probably because of the Coronavirus, it happened to my friend, he purchased a 7,000 dollar item on eBay from America and took 3 months to deliver, he thought item was stolen, but after 2 month the tracking suddenly started updating and as soon as he know it the item was in front of his home. 

[cream_couture]

Yes, you are able to buy insurance for first class international when you buy a label through ebay, paypal or wherever. That's why I recommended it, as first class international doesn't have tracking for every country to the final destination and buyers can exploit that fact if they want to.

Cost depends on the shipping location, shipping carrier, the value of the item and if you have a policy for everything you ship or if you want to insure packages here and there. I pay around $0.50 a package, but it depends on the factors I mentioned. You can go to Shipsurance website/call them to get a quote for your scenario and to make sure they cover the items you sell. You can also research other shipping insurance providers. 

The buyer shouldn't pay for it.  Shipping insurance protects the seller, not the buyer. Legally the seller owns/is responsible for the package until it is delivered to the address the buyer provides (and it arrives in the listed condition). If a seller wants to work it into their handling fee or the price of the item, they can do that. But you can't and shouldn't ask a buyer to pay for insurance that protects you as a seller.