Request to remove defect â€“ Case #5370588648

Question

Hello eBay Support Team,

I am writing regarding Case #5370588648.

The buyer claimed they did not receive the item, so a refund was issued. However, the item was delivered to the buyer after the refund, and the buyer kept both the item and the refund.

This situation was completely outside of my control, and I followed all proper selling procedures.

I kindly request that this defect be removed from my seller account, as it should not negatively impact my performance rating. I have attached the tracking information / delivery confirmation as evidence.

Thank you very much for your time and assistance.

wooden_flower · Answer

@abab-7364

We are not eBay support - we are members like you. We cannot help you with defect removal.

A not received claim is only a defect if eBay had to step in and issue the refund. If this is the case, see the section on this page for appealing cases closed without seller resolution -

https://www.ebay.com/help/selling/selling/seller-performance-overview/appeal-defect-late-shipment?id=4871&st=3&pos=1&query=Appeal%20a%20defect%20or%20late%20shipment&intent=Appeal%20defect&lucenceai=lucenceai&docId=HELP1532

If you purchased the label through eBay, they will detect the delivery and reimburse you for the refund and remove the INR from your service metrics. I do not know how long this process takes.