Customer's order not arrived, what to do? (large envelope / lost) | Members help members

musthaeve · 2026-03-16T18:02:26.778000Z

Hello dear eBay team, today, for the first time, a shipment has (most likely) gone missing during transit. The problem here is that according to the (limited) tracking, the status is still open. This means that the shipment already got lost right at the beginning, during transport, and before it had even arrived at the first sorting center...Unfortunately, the customer claims that I do not want to deliver on purpose because of the price, etc... which is of course nonsense. Our logistics process (packing the goods) is always video monitored; the only problem is that you do not get proof from the post office that you really handed over the item. I would of course refund the customer the money as quickly as possible, but I do not want to be left with the costs. So do I get the money back thanks to eBay's seller protection? I bought the standard letter label directly from eBay, and it said there that it was covered due to the limited tracking. Thank you in advance. Kind regards.

Discussions

Customer's order not arrived, what to do? (large envelope / lost) | Members help members | eBay Germany