Buyer claimed item was not received...I responded immediately...how long do they have to respond?
Buyer bought an item from me.
I shipped and provided tracking.
Tracking shows that the item was received in mailbox.
A month later the buyer claims the item was not received.
I responded IMMEDIATELY with the tracking number once again in case they missed my first message.
That was a few days ago and I have yet to get an answer...how much time do buyers have to respond before the case gets closed?
11 comments
albertabrightalberta
·2 years agoDid the buyer open an "INR" (item not received) case or did the buyer just email to tell you they didn't receive it?
If a case wasn't opened, tell the buyer to go to the order and open a case for INR.
If the case was opened and when the buyer does open one (if not done yet), respond to the case and copy and paste the tracking number. In the note section, you can also add, "according to USPS tracking number (fill in the blank), the item was delivered on (date) at (time)."
Eventually, the case will close in your favor.
speedystarnotes
OP2 years agoThanks. But the tracking is from an IMb label. And yes, the buyer did open an "INR" report. But I went ahead and copy/pasted the tracking# provided in the link. Again, it's an IMb label so not the typical USPS Ground Label.
Edit: now as expected it is coming back as invalid on the INR report. Ugh.
slippinjimmy
·2 years agoIMb does not provide tracking/delivery confirmation, it never has. It's only available for Letters, Flats and Periodicals.
buyselljack2016
·2 years agoDoes not seem that IMb is recognized by eBay . Likely will not help the OP prove delivery in an INR situation.
rosachs
·2 years agoItem Not Received -- first, always, post the tracking number to the INR case. eBay made an update recently so that now the tracking data should already be attached -- but check it anyway and make sure it's complete. If you shipped multiple packages, you'll have multiple tracking numbers - make sure they are all listed.
If the tracking shows delivered, then you are covered and eBay will close the case in your favor. If the buyer attempts to file a chargeback, eBay will also defend you there, and will cover you if the bank decides in the buyer's favor (which does happen even with tracking).
I'm not sure what "IMb" is, but eBay terms indicate the tracking details must be available digitally via the web... USPS, FedEx, UPS, and most other carriers that use tracking numbers will have a page where you can confirm tracking. If not, you may not be covered. As I said, I'm not sure what "IMb" is or how it works.
I've had multiple INR cases covered by eBay due to tracking showing delivery. IMHO, it's one of the few 'level playing field' features left on eBay.
-Bob.
speedystarnotes
OP2 years agoIMb stands for "Intelligent Mail® Barcode". It is a small barcode above the addressee's name that USPS uses to track mail through their system.
broto_64
·2 years agoThe tracking number needs to be entered into the case itself!
Do NOT count on your buyer closing the case!
Sending the tracking number to your buyer in a message will not win you the case!
You need to access the case, and there should be a space for you to provide the tracking number.
Once that is done you can just let it time out and it will close in your favor (unless the buyer closes the case, which they should but I'd say some do, some don't).
speedystarnotes
OP2 years agoI have the IMb which I use for shipping which is the same rudimentary USPS system eBay uses for tracking. USPS reported that it was delivered four days after shipping.
broto_64
·2 years agoYes but if the buyer has opened a case for Item Not Received <- That is where the tracking number needs to be entered.
speedystarnotes
OP2 years agoAnd that works for IMb tracing numbers too?
I've ran into similar issues with using eBay's Standard Envelope. The "tracking number" provided for those aren't trackable by simply copy/pasting them into the USPS website.
rosachs
·2 years agoWith eBay Standard Letter, the process is a bit different. The INR case page will not accept the eSL tracking number, nor will USPS. So you're going to have to refund that one. Then file a claim with eBay for the lost letter - they will refund you for the purchase price plus shipping.
I now use eSL almost exclusively with my elongates, and I've only had a couple that went to an insurance claim with eBay. Since it's running thru USPS, it suffers from the same issues as the rest of USPS shipments, just a different party providing the (limited) insurance.
-Bob.