Tracking won’t update and buyer already opened up a refund case

[metalmuskee]

I shipped the item a week ago and tracking hasn’t updated. This has happened before and it takes time but buyer is inpatient and wants a refund. There is a good chance it will end up being deliver. He already opened up a refund case, so I just issue refund?

 He also made another purchase too and shows it was delivered but claimed it was never delivered. So he opened up a case for that one also

[lakefor94]

Did the buyer open Return cases or did the buyer open Item Not Received cases?

[metalmuskee]

Sorry. Both were opened as not received 

[ebooksdiva]

Upload tracking numbers for each item in the cases. 

[metalmuskee]

But what if they already have tracking on them? So just put them again? And let eBay handle the case?

[lakefor94 · Accepted solution]

For the one that already shows delivered, make sure to enter the tracking number into the INR case right away. You will win that case.

As for the other one that is still in route, keep an eye on the tracking so if it delivers before the INR is due, you can enter tracking. 

If the one in route is showing movement, sellers used to be able to contact eBay and get an time extension allowed. Let's wait for other posters to verify that and the best way to contact eBay.

I normally use eBay For Business via Facebook messaging. 

Have you checked tracking outside of the eBay tracking?

At USPS . com or whatever carrier you used?

[kensgiftshop]

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@metalmuskee wrote:

But what if they already have tracking on them? So just put them again? And let eBay handle the case?

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Yes, you need to upload the tracking numbers to the INR cases.

[12345jamesstamps]

Block the buyer immediately.

As long as tracking is there you should be covered.

Open the refund case and you input the tracking number as requested by the open claim.

Do not email the buyer anymore.

Just because a claim is opened doesn't mean the buyer will win.

I had a buyer open a claim after 6 months...a hold on those funds for just a day....and eBay closed it probably while laughing.

[ebooksdiva]

Even though tracking numbers are purchased on eBay  you still need to put them into the cases.

[lakefor94]

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@metalmuskee wrote:

But what if they already have tracking on them? So just put them again? And let eBay handle the case?

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You have to enter the tracking again. Do that on the one that has delivered.

Don't enter tracking yet for the one that has not delivered unless the case is expiring today. What does the timeframe state for the INR case to close on the one that is still in route?

[lakefor94]

Hey folks,

If the shipment still in route starts showing movement, sellers used to be able to contact eBay and get an time extension allowed for the item to be delivered.

Is that still something eBay does for the seller?