eBay’s Policy on Missing Items
eBay’s position on missing items is clear – buyers are entitled to a refund under the Money Back Guarantee. If the tracking details show that the item has been in transit without movement for more than 7 days (10 for international shipments), refund the buyer the full sale amount including the shipping cost.
Steps to Take for Lost eBay Packages
The staff at the Mail Recovery Center is dedicated to reuniting lost letters and packages with their recipient or sender. If your eBay package does happen to get lost, there are a few steps you can take to try and track it down. First, contact the buyer and let them know what happened. They might be able to help you track down the package or file a claim with the post office.
Shipping Insurance and Coverage
Shipping insurance offers peace of mind so you know you’re fully covered in the unlikely event of an item being lost or damaged on its way to a buyer. USPS Priority Mail automatically covers packages that are damaged or lost up to a value of $50 for all eBay sellers. If you are a top-rated seller on eBay, that amount is raised to $100.
Refunding for Lost Packages
If the package really is lost, wait for the buyer to file an “Item not received” claim. Respond to it by giving a full refund. Do NOT wait for the buyer to escalate.
Clarifications on Lost Packages
If your item has gone missing or if it’s damaged or faulty, most sellers are happy to work with you to resolve the issue. Either way, you’re covered by the eBay Money Back Guarantee.
Responsibility and Resolution
You (not eBay) are responsible for refunding the buyer in the case of a lost shipment, but there’s a big difference between genuinely lost and simply delayed.
UPS Insurance for eBay Transactions
I have learned after a recent eBay transaction, UPS insurance covers lost parcels but not damaged items being shipped when the transaction involves an eBay purchase. If the damaged item is packaged by an independently insured UPS store or other fully insured shipper, the packager/shipper’s insurance covers damage to eBay items.