Information regarding responsibility for a package lost in transit | Rules and safety

zaccafratus · 2025-06-18T12:23:34.308000Z

Good morning everyone, I should say right away that the issue I’m raising is hypothetical, so this has (fortunately) not happened to me yet; however, since it could definitely happen sooner or later, I wanted to understand how this works and who is responsible in that case. The buyer purchases an item, pays for it, I prepare the package and, within the time limits set in the listing, I go to ship the package, using the shipping service selected by the buyer in the listing. Then I enter the shipping code on Ebay and message the buyer, providing a photo of the package and the shipping receipt, saying that everything has been shipped.So far so good, but let’s say that at some point during shipping (so while it is in transit) the tracking no longer updates. Then I (the seller), seeing that several days may have passed since the last update and things are starting to seem strange, open a claim with the courier, because I want to know what happened to the shipped package and get information about it. Let’s say that, after checking, they tell me that unfortunately the package has been lost. At this point, I want to clearly understand what responsibility I have, as the seller, for all this? Having met the shipping times set out in the listing, having shipped the item and provided a real tracking code, having even informed the buyer by message and shown them the shipping receipt, and having also opened a claim with the courier to find out what happened. Do I still have to refund the buyer if all this happens? If I provide all the evidence available to me to Ebay to show that I shipped correctly, etc., does Ebay still ask me to refund the buyer anyway? Even if I can show that the package was lost in transit, but was shipped correctly? Sorry for the length of the post, but at least I can better understand what happens in these delicate cases. Thanks a lot and have a good day everyone.

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Information regarding responsibility for a package lost in transit | Rules and safety | eBay Italy