Accidentally opened INR for a partial order, missing items. How to change?
Summary: profitweb accidentally opened an "Item Not Received" (INR) case for missing items from two orders, realizing that the packages were delivered but incomplete. They described a discrepancy in the package's weight and size, expressing concern over being unable to adjust their report. mudshark61369 and mtgraves7984 offered advice, explaining that it's possible to transition from an INR to a "Not as Described" (IND) case and suggested providing photographic evidence. profitweb managed to switch their case with customer service assistance and is waiting for a response from the seller.
I messed up. As a seller, I should've known better.
I ordered 4 different items from a seller. They shipped everything together in two separate tracking numbers (was supposed to have 2 orders inside each tracked shipment). However, both packages only contained the contents of 1 order each.
I'm missing TWO of my orders (Order # 26-14861-04532 and 10-14893-88183)
Before thinking, I opened an "Item Not Received" tickets. I know that's not going to work because they have tracking numbers that show as delivered. I should've opened a "Not as Described" and selected "Missing Items" instead, but it's too late now.
Both packages arrived completely sealed and unopened (so nothing could've fallen out in transit).
There is a massive weight and size discrepancy. For one package, the seller purchased shipping label for a 4"x4"x6" box at 2 lbs 1 oz. The actual package delivered was 3"x10"x12" and weighed 6 lbs on my scale. The missing items physically could not have fit into what the seller paid for. They under reported the weight entirely. What was in the box weighed more even with items missing.
Hopefully this will be an honest seller and I won't have to get eBay involved. I've already reached out to them nicely, with photos, to see if they just made a shipping mistake.
I'm nervous. If the seller hides behind the "Delivered" tracking, what should I do? Can an eBay support rep manually change the case type or am I going to be stuck relying on an appeal or payment dispute? Tracking will show items were delivered even though they were missing from the shipments.
mudshark61369
·2 weeks ago@profitweb ,
"I wasn't sure if it would block me from doing so after submitting an INR. I called CS today and they created an IND and I closed the INRs".
I hope you mean that you got a call back from customer service. None of the numbers that can be found online for ebay's C.S. actually connect you to eBay.
"They are a very large seller. They do have some negative feedback but their overall rating is 99.6%.".
You can no longer go by a feedback percentage alone, especially with high volume sellers. You have to check each seller's feedback profile before buying from one and click on the numbers of bot negative and neutral feedback to read those comments. Often most of the neutrals should have been negatives. I notice you've bought from sellers who have a lot of feedback for Private Listings. That's a strong indication of them being China based, since there's no good reason a common item should be listed as Private. Below is a screenshot for a
a high volume 99.5% seller.
"However, had the INR been closed in their favor, any negative feedback would most likely be removed by CS, if asked".
Anytime a dispute is closed in a seller's favor, the ability to leave negative feedback goes away, and one left prior to the dispute being closed is removed automatically. I know that if a dispute is closed in a seller's favor, but an Appeal that is won, precludes a non positive from being left. That may hold true if an INR is closed, but an INAD goes through.
profitweb
OP2 weeks ago@mudshark61369 thank you for all those great insight. I did take a look at their feedback. Most Neutrals and Negatives were for false advertising claims (expected a wood box full of items, as shown in image and called a "kit" but buyers only got an empty wood box) was most of them.
A couple showed order wasn't complete. However, how many buyers are buying more than 1 listing, like I did? Not sure.
The return address is a home in PA. I don't think this we China. I like your tip about Private Listings. Unless someone is selling something potentially embarrassing for the buyer, I never understood why anyone would make them Private.
profitweb
OP2 weeks agoI can call CS because I pay $349.95/month for an eBay anchor store. I do it just to save my sanity, usually just for seller stuff. Came in handy this time, as a buyer.
mtgraves7984
·3 weeks agoThere's always the route to closing the INR and opening a NAD Return, citing 'missing parts and pieces', or whatever the verbiage. Good luck.
profitweb
OP2 weeks agoYes, exactly! I had CS help do it today. I didn't want to take any risks. I feared if I closed the INR I wouldn't be able to create a NAD afterward. I probably could've, right?
Thank you for your suggestion and positive energy!
mudshark61369
·3 weeks ago@profitweb ,
Once the INR disputes have been closed, you can file the not as described dispute(s) . Hang on to your package and weigh info, I'd suggest photographing the packages with the labels showing on the scale and readable, in case the seller disputes your claims.
As an experienced seller you should know how to check a seller's feedback profile, which can tell you if they are honest or not. You should have done that before buying from them. If you'd like us to check out the seller for you, post the ebay item number to a reply, it's under the item title in your purchase history.
profitweb
OP2 weeks agoI wasn't sure if it would block me from doing so after submitting an INR. I called CS today and they created an IND and I closed the INRs.
I have photographed and left them in the boxes. Thanks for the tip.
They are a very large seller. They do have some negative feedback but their overall rating is 99.6%. However, had the INR been closed in their favor, any negative feedback would most likely be removed by CS, if asked. In my opinion and experience, anyway. Not sure if it's still that way. It's been a year since I requested any feedback removed.
I appreciate your help. I think I'll wait for them to respond before I post them here.
jonathanbrightlight
·2 weeks agoYou can't do it the other way around (after all, if you're claiming it's not as described, it would be unreasonable to let you then claim it wasn't received at all), but you can do INR to INAD as you found.