buyer filed an item not received request but tracking says delivered
As the title says im currently dealing with an INR request
I always pay/print my shipping labels through ebay itself
The item was shipped out via USPS on the 17th of may and arrived to the seller on the 20th which is shown on the tracking number.
On the 21st the seller opened a request, i updated the tracking number (which was already attached to their order because i printed the label through ebay but they gave me the option to enter it again so i did) i have responded to the seller informing them that they should get in contact with the post office and see if they can help, i also politely told them since i have printed the label with ebay and the tracking was properly updated and marked as delivered the package is no longer my responsibility therefore i cant help them.
The seller then proceeded to basically beg me for a refund, and since hasnt responded, leaving the claim open.
The email i received from ebay informed me i had until the 27th to resolve the request, after that date ebay will help solve the request (as said in the email)
The reason im coming here for help is because it is now the 29th and when i go to the request page on my ebay i see there is a new option to "ask ebay to step in"
Im a bit confused because after reading some other posts about INR requests on here ive seen alot of people say to just leave it alone once you've uploaded tracking (which i have) so would it be better to leave the request be or to use the ask ebay to help button?
Thanks
soh.maryl
·1 year agoJust reinforcing what others have told you -- if/when you get an item not received case opened on eBay ,you have to just enter the tracking # into the case. It takes, what, 3 minutes.
And, as well, you might offer the standard suggestions: check around the yard, ask others in the home if they put the package somewhere for safe keeping, etc.
lovelife138
OP1 year agoi reached out to the seller myself and updated the tracking # before i even made this thread. I was just confused on how ebay settles cases because i never received any updates from ebay about it and was just feeling anxious because my money was just stuck on hold.
gurlcat
·1 year agoBuyer. You said seller a few other times too LOL! -Don't worry; we all do this sometimes.
But about if you ever get a chargeback: it's TOTALLY different on eBay than Marketplace. -There the buyer makes payments from their bank directly to your bank, but here the payment goes through eBay first. So when a buyer files a chargeback, eBay puts that amount of money "on hold" in your Payments account, pending the outcome of the case (which may take a while, typically 30 days). It's the buyer's bank who decides which side to favor; your bank has no involvement.
Depending on various factors, there are 3 possible outcomes:
1. The buyer's bank finds in your favor, obviously the best outcome, but not terribly common.
2.. The buyer's bank finds in the buyer's favor, but eBay doesn't see it as fair, so they issue the refund from their OWN revenues and let you keep your funds. Almost as good as #1 except if you know the buyer pulled a scam it's annoying seeing that it worked for them.
3. The buyer's bank finds in the buyer's favor and eBay agrees, refunding the money from your funds. Then they charge you a $20 fee as well.
But obviously come here the minute you see a chargeback case; we can tell you what to submit for your best chance at getting a good outcome.
jbbowers12012
·1 year agoA Great - Text-Book - Example Of A Seller Who Handled An INR Case - Filed Against Him - Correctly! Well Done My Friend!
gurlcat
·1 year agoIt sounds like the OP responded correctly to the case itself, but is not seeing any update from eBay about the case closing (as it should) and having their funds released. To be clear, any seller is free to make phone calls to post offices if they want, but it is not any part of the seller's required response to close an INR case.
@lovelife138 I would NOT advise clicking the 'Ask eBay to step in' thing. You should contact eBay via social media, where American eBay employees with more knowledge and executive decision abilities can take a look and end this case for you. If you don't use Facebook they are also on 'X' and I believe Instagram, but I don't use those so I can only give you the Facebook link. Use the blue 'Message' button, tell them your user name and the item number, with a BRIEF description of the problem, and they will very likely respond within a few hours.
https://www.facebook.com/ebay
lovelife138
OP1 year agoThank you for understanding exactly what I was saying, I really appreciate it.
I will look into contacting them via social media.
Thanks again for the help.
gurlcat
·1 year agoGive us an update if you get one. I hope you get this resolved (and your money!) one way or another!
lovelife138
OP1 year agoThank you so much for your suggestion, I reached out to them on twitter and the case was settled in my favor!
monica-sells
·1 year agoexcellent.....
"...I love it when a plan comes together..."
gurlcat
·1 year agoHOLY COW that's wonderful!!
Now would you commit to this request: Don't abuse the social media rep option because we're incredibly lucky to have it, and it's not hard to picture eBay dumping it if they get so many tickets to field that they have to hire an unacceptably profit-eating number of such employees.
To be more clear: any time you have a question about policy and are unclear about what step to take, come HERE first. You may have to let "several" members to offer answers before the correct one becomes clear (you'll often see disagreements, just be patient, LOL). But only if there is no clear 'next step' or if eBay (bot or human) has already made an unfair decision that only an eBay employee can override, THEN we would probably recommend going to social media.
In fact you might get the quickest answer if you pose the question like this: "_________ happened and I'm not sure if I have any options to fix this myself. Is there something I could do, or should I go to eBay on social media?"
gurlcat
·1 year agoOne more thing. I HOPE this is a wrong instinct but now that the case is closed, I wouldn't be surprised if the buyer proceeds to starting a chargeback case with their bank/credit card company. If that happens, I would recommend starting a new thread about it, rather than reply to this one. It's technically a whole separate problem, and you've already selected a 'Best Answer' for this one, which shows up in the thread list page beside titles, so fewer members would click on it, thinking it's an already-solved problem. Am I making any sense? LOL sometimes I use too many words trying to be clear, but it goes the other way.
lovelife138
OP1 year agoYou are totally fine dont worry, i completely understand what you are saying.
I also read your other message so i will just reply to both of them here
for the first message, i totally hear you when it comes to not abusing the social media route. Ive been selling on ebay for a long time (had an account before this one that goes back to 2016) so i consider myself to be relatively well versed when it comes to selling and its policies. However, this was the first time i had ever received an INR case in all my years on ebay and various other online marketplaces, thats why i came here for help first. Hopefully i wont have to deal with this sort of thing again, and i am very grateful for you and everyone else on here helping me with this. But rest assured i will always come here first for help and hopefully we can continue to have great ebay customer support on the social media side of things when we need it!
for your second second message, the thought of them filling a chargeback has crossed my mind a few times. However i am fairly confident i will be able to work out a solution with my bank if that happens. I received a chargeback once before on another marketplace and i was able to resolve the issue by getting in touch with my bank, but if an issue were to arise i know theres some good folks over on the ebay community to help me out!
Thanks again for your help and advice!
monica-sells
·1 year ago"...
lovelife138
OP1 year agoI entered the tracking number using the "update tracking details" button on the request
head2toetheatrical
·1 year agoYou need to have eBay step in and they will close case
mtgraves7984
·1 year ago@head2toetheatrical
^^^ That was my thought when the option was shown to the seller. I think I'd have ticked (at least) that box and see where the ball bounced, anyway... one can always arrow back. Admittedly, contacting eBay would have been the last option I'd pick.
Looks like there are more methods to the madness. Way to go, @lovelife138!
carolynnq
·1 year agoYou can call the buyer's post office and ask them to do a GPS location scan. The delivery location will be within about a 6-foot radius.
I've done this twice for buyers who claimed nondelivery but hadn't yet opened a claim. Both times it showed the package was delivered to the correct address. When I gave the buyers that info, one found that their roommate and brought the package in and set it on top of a bookcase and the other buyer said they had a problem with their packages being stolen and in the future would have packages sent to their work address.
soh.maryl
·1 year agoYou have uploaded the tracking # to the case. The ball is now in the buyer's court.
Did you suggest to the buyer that he/she look around or contact the delivery service and ask where the package was delivered. You can also tell the buyer that, once tracking shows delivery, you cannot refund them.
lovelife138
OP1 year agoYeah i told them they should try contacting their post office / usps, but they havent replied since the 21st.
Their account is also brand new with 0 feedback, the message was also kinda sketchy so im pretty certain what happened is they are trying to get refunds from sellers that dont know any better, and since i didnt fall for it they have now abandoned the account leaving the case in limbo essentially.
heckofagame
·1 year agoAs long as you have responded to the request by entering the tracking number, you should be ok.
lovelife138
OP1 year agoThanks for the response and hopefully itll be okay its just really annoying that my money is stuck on hold because of this request and i dont even know when itll be solved.
emerald_door
·1 year agoI would suggest to the buyer that he look around the outside of the home, ask family members, etc., in addition to talking to his local post office.
I wouldn't ask eBay to step in. You have tracking that shows delivery and there's nothing eBay can do other than force you to refund the buyer. If the buyer is refunded and then finds the package, he might or might not contact you to send you the payment again.
lovelife138
OP1 year agoThank you for the response.
So if i shouldnt ask ebay to step in what should i do ? my money is still stuck on hold and i havent heard anything from ebay.
The email i received from ebay on the 21st reads:
"Please be sure to respond to your buyer’s request by May 27, 2025. After that date, if the request is still open we’ll help find a resolution. Keep in mind, if you don’t respond, there’s a chance it could affect your seller performance level."
As i said i have already reached out to the seller and provided them with the tracking number (which they already had to begin with since i printed the label with ebay) but they havent responded since the 21st leaving the case in limbo.
They say after the 27th theyll help find a resolution, I dont mind having to wait while ebay does their thing but how can i be sure they are even looking at my case if they havent emailed me / updated me about it?
jonathanbrightlight
·1 year agoDid you reach out to the buyer, or did you add the tracking number to the case? That makes a huge difference.
lovelife138
OP1 year agoI entered the tracking number into the request itself and then i reached out to the seller.