Refunding Buyers on eBay Over Lost Packages – Here’s What We Did
As an eBay seller, ensuring that packages arrive to buyers safely and on time is crucial for maintaining a positive reputation and customer satisfaction. Unfortunately, there are instances where packages get lost in transit, leaving both the buyer and seller frustrated. When this happens, it’s important to take the necessary steps to resolve the issue and keep the customer happy.
Recently, we encountered a situation where a package we sent out via USPS went missing in transit. The buyer reached out to us after the expected delivery date had passed, expressing their concern over the missing item. As soon as we were made aware of the situation, we took the following steps to address the issue and provide a resolution to the buyer:
1. Communicate with the Buyer: We promptly responded to the buyer’s message, expressing our apologies for the inconvenience and assuring them that we would look into the matter. Open communication is key in situations like these, as it demonstrates to the buyer that you are taking their concerns seriously.
2. Track the Package: We contacted USPS to track the package and see if they could provide any information on its whereabouts. While it can be frustrating when packages go missing, it’s important to stay proactive and do everything in your power to locate the missing item.
3. Offer a Refund or Replacement: In cases where the package cannot be located, we offered the buyer the option of either receiving a refund for the purchase or a replacement item. Refunding the buyer ensures that they are not left empty-handed and shows that you are committed to resolving the issue.
4. Follow Up: After offering the refund or replacement, we followed up with the buyer to confirm their preferred resolution and ensure that they were satisfied with the outcome. This extra step goes a long way in reaffirming your commitment to customer satisfaction.
Overall, while it can be frustrating to deal with lost packages, it’s important to handle the situation promptly and professionally to maintain a positive relationship with your customers. By communicating effectively, tracking the package, offering a refund or replacement, and following up with the buyer, you can mitigate the impact of a lost package and ensure a positive outcome for all parties involved.
In conclusion, refunding buyers on eBay over lost packages is a necessary step in providing excellent customer service and resolving issues in a timely manner. By taking the appropriate actions and communicating effectively with the buyer, you can turn a negative situation into a positive experience and preserve your reputation as a reliable seller on eBay.
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I just refunded a buyer today for a purchase. The item made it to Delaware then just sat there for 22 days now. I ended up just refunded the buyer and filing a claim with USPS. Does eBay refund the sale tax if you as a seller give a full refund? As I was unable to give the buyer back their taxes
usps is terrible, sure post with ups is the worst. took 15 days on Mecari, I closed my ebay store. had a garage sale. made 8k last weekend yardsale. I take full advantage of my spring and summer garage/yard sales. made 15k online sales. ebay has not been a good platform. I just joined postmark and made 10 sales first week that is double ebay but that is sharing my friends poshmark account. great video
Hey there. I feel you. I'm a reseller and live 15 miles north of Houston, and my packages have to go through 1 of the Houston hubs that is having delays. I've seen orders I've sent out, sit for 5 days at the hub and they only talked about the delays on the local news once back in December, SMH great video Sir
Ty. I will open up a case.
I sent a small box. Usps recommended return when recieved slip. Paid $26. For what? I got a email from person i mailed it to…..Geez….rip off artists…..
I pay! So wrong.
Fers
If the item was shipped on time with a scan, eBay should refund buyer directly and leave the seller out of it. They have all the data they need to assess the case. They know when items are scanned, and they can also see when items are lost or delayed. Instead, they require this clumsy process that exposes sellers to unnecessary and unjust defects.
How NICE that they sided with you; what most don't realize is by the end of the year we lose 30/35% or more, of ALL costs (shipping included), after fees, taxes and EOY income taxes. Because our useless government gives our money away to other countries, they do whatever ISR*AEL and AIP*AC tell them to do as they financially support each congressman or senator. Ground advantage is far worse than what we had just 2 years ago, we could ship a 1 or 2 oz item for under 2$, not anymore, 4/5$ minimum. I don't think they even realize that they have ruined all their small sales and there are lots of small inexpensive items that people would otherwise purchase, but if shipping is more than the item costs, not many people will buy it; and we can't ship without tracking because that's just an invatation to get ripped off. I have one negative from someone who said a part didn't fit, after 3 months of me walking him thru the install, he writes me that he's sorry, it fits, he just didn't know what he was doing. I have over 2000 positive feedbacks, Ebay left me the negative even after I gave them his message that changed from "doesn't fit" to "i'm sorry, my mistake". Ebay is nothing of what it use to be, only thing keeping it alive is that inflation jacked up the cost of goods so much that some smaller and cheaper items may be worth the shipping, now that the economy is trashed.
I’ve got 2 lost in portland rn
I just called Ebay and they filed the case. Said I will hear back in 24-72 hours. I got the SR number and agent name like you suggested.
Mine was an order for $200 shipped to guam. The buyer opened the INR case after 7 days and it took 7 weeks to deliver. It was marked delivered yesterday.
I tried everything. Called USPS to have the package returned, Asked the buyer to return to sender and of course neither helped. I really hope Ebay comes through on this as $200 is huge to me.
Thank you for this video.
I live in Tx and have not had any issues so far. Crossing fingers. I do go and hand deliver to USPS and get a scan and receipt. Not sure if that helps or not.
I've had a lot of problems with packages getting stuck in Salt Lake City and Denver lately.
When a buyer opens a claim through eBay as “item not received”, I always call USPS customer service at 800 first to file an investigation. They always call me back with an update within 24 hours. Right after that, I see an update on the tracking number and the package starts moving. It's always been like that. I know it takes some time to get in line with USPS, but it's the fastest way and they resolve the issue within a couple of days, which is enough for eBay's 7-day case resolution period. I'm speaking from my own experience.
Yea happened to me with a Texas buyer…refunded buyer, not even 12 hours later package started moving. Always seems like as soon as you file a claim with USPS they magically find it to avoid paying…
I know there is a cost associated to it but after eBay refunds the buyer, can you do a USPS Intercept and have it shipped back to you? Again I know this would be less ideal than getting paid back in full when finally delivered but I think is an option?
I’m on my second appeal on a claim. Every time you appeal you have to wait another 30 days.
Also, I don’t care if who gives or gets the money for the lost package the last person that gets it is the post office. That’s theft.
Although I haven’t had a case where usps delivered so late the I already had to give the refund.
Where is this ADVANTAGE that we are supposed to get with Ground Advantage!
I feel we got the opposite! Lol