Changing my position on INR cases
Summary: deerecamp is considering changing their approach to handling Item Not Received (INR) claims due to an increase in claims and higher value offerings. They seek advice on challenging INR claims with valid tracking and maintaining good relationships with repeat customers. inhawaii explains that a delivered tracking number ensures the seller wins, while no delivered tracking favors the buyer. fabrics24 suggests that buyers take responsibility for their packages once delivered and highlights the importance of communication. gloryglorygifts shares an experience of effectively managing a delayed package through constant contact with the customer. mam98031 recommends steps to address undelivered packages like filing a trace and staying informed, while advising not to contact buyers unless necessary.
I've been selling on eBay for quite a few years and I've had relatively few negative experiences. In the past, when I received an Item Not Received (INR) claim, I would usually encourage the buyer to wait a couple of extra days to see if the package turned up. Many times, it did. If it didn't, I would reship the item at my expense. I just considered it a part of the cost of doing business.
However, it seems like I'm seeing more INR claims lately and as my offerings are increasing in value, and I'm considering changing how I handle them.
For those of you who challenge an INR claim when you have valid tracking, how does that come across from the buyer's perspective? I have a fair number of repeat customers, and I don't want to jeopardize those relationships by appearing unwilling to work with them.
Are buyers covered under eBay's Money Back Guarantee for all INR claims? And when you challenge an INR claim, do you send a message to the buyer explaining the process? If so, does that communication make it clear that you are taking advantage of the protections in place and you're not simply refusing to help the buyer?
I'm interested in hearing how other sellers handle these situations.
mam98031
·2 weeks agoThere are things a seller should do immediately when they see that a package is not moving like it should. A seller should do this even if the buyer has not reached out to them with a delivery issue or filed and INR.
First go to USPS and call up the tracking number.
https://tools.usps.com/tracking/
Once you call up the information, now sign up for the UPDATES you can get via Email. This act alone for some reason will shake a package loose from time to time. IDK why, but it has been known to happen.
After you take care of this. Now go and file for a TRACE on the package. You can file these after your package is delayed more than 7 days.
https://www.usps.com/help/missing-mail.htm
If your buyer has NOT contacted you about a late delivery, do NOT contact them. Gather the info and try to get the package moving and delivered. Do not create a problem where none currently exists. You will likely pay a price for doing that. However if your buyer has reached out to you, be transparent and honest with them. Tell them what you see on the tracking and that you have filed for a Trace on the package. It will typically take USPS 48-72 hours to reach out with an update. Assure the buyer that you will keep them updated as you gather information. This will go a long way to keep the buyer calm.
gloryglorygifts
·2 weeks agoI recently had a package sit in MA for almost a week and then the wrong NC post office for a few more days. It was almost three weeks from the sale date. I watch my tracking to see where packages are, so, when a customer contacts me about a late/missing arrival I'm not surprised. This one was crazy in that in NC someone slapped a rogue UPS label on it and it was actually delivered to someone. I had a case opened with the USPS, so they were in contact with me and told me they would try and get the package back. Unbelievably, they DID get it back and the original tracking started working again. The package was delivered yesterday. I was in constant contact with the customer. It's my job after all, to do everything I can to make sure they receive their order. Why wouldn't you want to be in contact with your customers? That is how you get those repeat customers.
fabrics24
·2 weeks agoAny customer I'd like as a repeat understands that they have a responsibility to the package once it's delivered. I'm willing to check with the carrier for their peace of mind, and if there are any problems while delivery happens I'm happy to correct them, but my reach is over when the package is delivered.
Having a house camera, asking a neighbor or housesitter to pick up mail if you can't be there, or planning around their scheduled delivery time are all steps a buyer can take to ensure they get their package.
inhawaii
·2 weeks ago · EditedIf there is a tracking number showing "delivered" = Seller wins.
If there is no tracking number showing "delivered" = Buyer wins.
It's as simple as that.