Help- Dispute over lost package- am I responsible?

[hardcandy685]

Hello,

I sold a customer a product via eBay, I received payment, and shipped product from US to Canada. 

I have a tracking number.

Item has not reached buyer, it has been over 1 month.

Item still says "in transit"

Buyer is coming after me for refund, however eBay says I am not responsible, since I did my part as a seller to provide tracking.

Buying is still coming after me despite telling him this, saying I owe him and putting a hold on my Paypal account, leaving it in a negative balance.

Am I truly responsible, do I have to refund him?  It's not my fault he still does not have the item, and he did not pay to insure shipping.  Any input would be appreciated, thank you.

[lowpriceleader8]

Regardless of whether or not they hold you responsible is beside the point, mostly likely as long as you have a tracking number they will not. Either way, if you are a decent seller, you will still help the buyer find out what's going on with their package.

I had a similar incidence happen to me, only it was going to the UK instead of Canada. What I did was called the USPS and inquired on the location of the package by giving them the tracking number that I had been given. The guy checked on it for me and then was able to tell me that the package had already left the US and had made it through UK customs and that from there it had been picked up by some UK courier service. That's all the info that was available from USPS but he was able to get the phone number of the courier service that had my customers package.It was an international number and at the time I had a block on my phone for those calls so what I did was contated my customer and told her everything I had been told and then I gave her the UK number of the service that had her item and told her she needed to call them herself because it was no longer on US grounds and there was nothing more that I would be able to find out. Just showing my customer that I was concerned enough to get the phone number for her made her happy. Alot of times it's the sellers lack of concern that gets the customer freaking out rather than the actual fact that it is delayed.

My customer called the number I gave her and found out she was going to have to pay tax duties on the item  because it was a high priced item andthe company couldnt deliver it until the duties were paid.

You should call and find out something to tell your customer. Im sure it would make them feel a lil better to know you were at least trying to help locate their item, wouldn't you if you had paid money for something that you never received ?

[hardcandy685]

Thank you so much for taking the time to give you input, and yes, I have made some phone calls and I do hope to continue helping on when/if I can.  I suppose just a frustrating situation for all involved 🙂  Thanks again.