Buyer Opened an INR
Ebay notified me a buyer opened an INR case. Tracking shows item shipped Nov. 19 and delivered on Nov. 24.
I followed ebay's prompts and updated the tracking number. Ebay sent me a message stating they would notify buyer of the tracking update.
I did a little research and package was shipped to her apartment address. Ugh! Apartments are the worst.
The buyer has now messaged me 3 times today asking for help because she doesn't have her package. I am not inclined to refund because it appeared delivered. I need some assistance in responding to her without appearing to just blow her off. Any suggestions?
15 comments
spreadlovelikefire
·8 months agoI send this email to my buyers who open INR when it shows delivered.
I'm sorry you haven't received your package. Unfortunately I am not able to submit a lost package research case as it has a delivery scan and USPS will just close the case immediately. If you believe your item was mis-delivered then you would have to go to your local USPS and have them GPS the delivery scan. If they deem it was mis-delivered they will try and retrieve it. If they are unable to retrieve it they will issue you an official letter with their seal on it. I will need a copy of that in order to submit a claim with USPS. Ebay and USPS do not cover stolen items. Please let me know if you receive the mis-delivered letter and I will submit it.
reallynicestamps
·8 months agoPorch pirate.
One of your buyer's neighbours is now enjoying their stolen item.
It is the buyer's responsibility to provide a secure place for packages to be delivered.
slati_2013
·8 months agoApartments are indeed are the worst. On my Ring Neighborhood community, someone always seems to be posting a video of some stranger walking by and stealing their packages. If you live in an apartment, you probably should have the package delivered to a rented mailbox.
pifcatscollectibles
·8 months agoDo not Refund them, no matter what they say
inhawaii
·8 months agoI would politely message her ONCE that ebay is looking in to the matter.
Ebay will eventually find in your favor and the buyer will not get a refund.
No other communication with the buyer is necessary ... you're blowing her off.
sammiea1460
·8 months agoI have messaged her with a blend of above responses. Thanks everyone!
This sale was just large enough I am not willing to eat it the cost with free shipping and a delivery scan.
I am here to make money even if it is just a little bit.
Yes, I am blowing her off but I wanted to be as gentle as possible.
soh.maryl
·8 months agoThere is online tracking proving delivery of the package to the buyer.
Why would you even think you'd need to "eat the cost"?
a_c_green
·8 months agoYes. I would say that the key point here is that you're steering the buyer towards eBay as being the party that refuses the refund due to that delivery confirmation, rather than yourself.
historytimes
·8 months agoI agree with Bonanza. However, in your reply, you could suggest she contact her neighbors to see if the package was delivered to them accidentally.
cityslickercreations2004
OP8 months agoThank you. I have had other INR claims but none that actually stated delivered within the expected timeframe. The others were never delivered or +30 days after estimated delivery.
I will compose a polite reply to her. I think I just needed a little nudge.
albertabrightalberta
·8 months ago"Dear buyer,
I responded to your INR (item not received) claim as required by ebay. I posted the tracking number showing delivery on November 24. When tracking shows delivery, ebay handles the case from that point on.
If you didn't get it, I recommend you speak to your mail carrier or visit your local post office with the tracking number. They are able to check GPS and photo evidence of the package's locations along the way.
Sincerely,
Your seller"
cityslickercreations2004
OP8 months ago"...When tracking shows delivery, ebay handles the case from that point on. "
This is exactly the response I couldn't locate in my brain.
bonanza125
·8 months agoDo not refund the buyer. You did what you were suppose to do which is attached the tracking number to the case. If it says delivered you should win the case. Once the case is ruled in your favor Ebay will close the case. If for some reason it isn't ruled in your favor Ebay would refund the buyer and deduct it from your account. You are running a business. The item states delivered. That's all that matters. As far as the buyer goes tell them you submitted the tracking to Ebay and there is really nothing more you can do. They need to contact there carrier.
luckythewinner
·8 months agoand there is really nothing more you can do.
Here, I'll fix it for you:
and there is really nothing more you want to do.
bonanza125
·8 months ago@luckythewinner
"Here, I'll fix it for you: and there is really nothing more you can want to do."
I have already been down that road multiple times into looking into situations. All the carriers really tells me over the phone as a seller is repeat what I already know from tracking and they tell me to have the buyer contact there local carrier. So there really isn't anything I can do other than what I already know.