Need Advice: Package delayed over a month & buyers claiming they are out of town
Summary: oasis-axis is seeking advice on two shipping issues. The first involves a delayed package that has reached the destination country but not the buyer, prompting oasis-axis to consider advising the buyer to check with their local post office. The second issue concerns items marked as delivered, with buyers claiming they haven't checked them due to being out of town. wonder_deal suggests ensuring the buyer checks local resources for the first issue and highlights the importance of tracking information and the Estimated Delivery Date (EDD) in potentially protecting the seller in the second case. wonder_deal also emphasizes the difference between Seller Performance defects and Buyer Bad Experience evaluations and advises maintaining communication within eBay to preserve records.
Hello everyone,
> I am a seller on eBay and I could really use some advice from experienced members regarding two shipping situations:
> 1. First Issue (Delayed Package):
> I shipped an item more than a month ago. According to the tracking details, it reached the destination country , but the buyer claims they still haven't received it yet. What is the best way to handle this, and should I advise them to contact their local post office?
> 2. Second Issue (Buyers Out of Town):
> Two other items were successfully delivered a while ago according to the tracking information (marked as "Delivered"). However, both buyers messaged me saying they were out of town and haven't seen or checked the items yet. Am I protected by the tracking status in this case if they delay confirming or opening a case?
> Thank you all in advance for your guidance
wonder_deal
·2 weeks agoFor the first issue, if the tracking shows the parcel has arrived in the destination country but hasn't been delivered after more than a month, I'd first ask the buyer to check with their local post office or customs office. Sometimes parcels are being held for pickup, customs clearance, or a local delivery issue that only the destination postal service can resolve. If there hasn't been any tracking update for a long time, you can also open a missing mail inquiry with your shipping carrier if that service is available.
For the second issue, a Delivered scan by itself doesn't always tell the whole story from a Seller Standards perspective. The timing of the delivery event is also important.
If the parcel was delivered, a delivery attempt was made, or it was made available for collection within the buyer's Estimated Delivery Date (EDD), the transaction may qualify for seller protections, provided it meets the applicable policy requirements. If the buyer later opens an Item Not Received (INR) request, make sure you upload all tracking information and any supporting documentation and request a review if you believe the transaction qualifies for protection.
However, if the parcel is delivered, a delivery attempt is made, or it is made available for collection only after the EDD, the situation can be different. While the confirmed delivery may still protect you from the outcome of the INR case itself or from a Seller Performance defect where applicable, it does not necessarily mean the transaction will also be excluded from the Buyer Bad Experience (BBE) evaluation. The INR case outcome, Seller Performance, and BBE evaluation are related, but they are not always the same thing.
One point that's often misunderstood is that Seller Performance defects and Buyer Bad Experience (BBE) transactions are separate evaluation systems.
Seller Performance defects primarily affect your Seller Performance metrics.
BBE transactions are evaluated separately under the Buyer Bad Experience standard and can affect your account standing if your BBE rate becomes significantly higher than that of comparable sellers.
For lower-volume sellers, even a small number of BBE transactions can have a much greater impact on the BBE percentage than many people realize.
Another important point is the Estimated Delivery Date (EDD) itself. Many sellers assume they define the buyer's EDD, but in practice the EDD shown to the buyer is determined by eBay's system, using factors such as your handling time, shipping service, historical transit data, and other delivery estimates. That EDD is important because it determines when a buyer becomes eligible to open an INR request, and it also plays a key role in how delayed international shipments are evaluated under eBay's protection policies and BBE process. For that reason, every international seller should understand which EDD the buyer actually sees—not just the shipping time stated in their shipping policy.
If the buyers are simply away from home, I'd politely ask them to check with family members, neighbours, their building manager, or their local post office before opening a case. I'd also keep all communication within eBay Messages so there's a clear record if eBay later reviews the transaction.
I hope this helps. I'd also be interested in hearing how other experienced international sellers have handled similar situations.
oasis-axis
OP2 weeks agoThank you so much for this detailed and valuable advice!
It really clarifies how to handle these international tracking and EDD situations. I will definitely keep all communication within eBay messages as you suggested.
Thanks again for sharing your experience!