eBay Customer Support not closing INR even though customer states they have item.
For the life of me I cannot get this INR to clear!
Tracking uploaded on time and shows it was delivered 2/7/2026. Customer opens INR early morning 2/9/2026. I checked tracking and it shows it was delivered. I message buyer and ask them to check with others within the household to see if someone else received the package and did not let them know. They respond 2/10/2026 that they did receive the package and have it in their possession.
Seems straight forward to get this removed.
Called ebay CS and let them know what is going on. They confirm tracking received and the buyer's message confirming delivery. They say I don't need to do anything and it will automatically clear on 2/12/2026. On the 15th I'm still seeing it active as something that requires my attention and the funds are on hold. I open a case, put in the details and the history. It's now the 18th and still it shows the funds on hold and pending.
What would the best approach be? I looked and it seems the FB customer support page no longer exists. The dang call back option isn't popping up for me like it normally does, not that I have much faith in the telephone CS reps. Is there another method to get a person to look at this and clear this damned thing for me?
gsca85
OP6 months agoIt did in fact close out the issue. I kept looking back for about 15 minutes, then went and watched a show with the kid. When I cam back after an hour it was resolved and they sent me one of the customer service surveys.
I wasn't aware there was a specific team for INR or that they could take a phone call and review/ close it for you. It would have been nice had they offered that 8 days ago, all of the info was there at that time.
Thanks for taking the time to read and respond, I appreciate it!
gsca85
OP6 months agoI did ask the buyer if they would close when I received their message confirming receipt. I think there is a communications issue though, the first message I received from them was in Spanish, then a second message immediately came through in English. I suspect the customer's primary language is Spanish so maybe they aren't understanding or just avoiding.
I did go through the procedure you outlined above and that was on the 15th. It hasn't done anything since, even though the "details" within that case show delivery and the customer's message confirming receipt.
It's so frustrating because it will take 20 seconds for a real person to understand the issue and close the case, but getting a real person is damned near impossible!
stuff4divas
·6 months ago@gsca85 the info i posted was for the buyer to do, not u, the seller.
here is the link for sellers >
https://www.ebay.com/help/selling/managing-returns-refunds/helping-buyers-items-not-received?id=4116
gsca85
OP6 months agoI finally go it closed!
Took a bit to get eBay to call me back. When I got a CS rep on the phone they went through the same thing as last week. Confirmed delivery. Confirmed customer's message stating item received. They then told me the same as last week. It'll automatically clear and you don't need to do anything further.
I gently pushed back letting them know I was told this 8 days ago and that did not happen. I then opened a request for the case to be reviewed on the 15th and still there was no movement. He agreed it should have been handled already, then offered to get their INR team on the phone to help me. That wasn't offered last week and I didn't know it was an option.
A lady who was specific to their INR team came on and after going through and reviewing for 5 minutes she was able to clear it for me. Well, that's what she said but it still shows. I suspect it takes time to populate through the system though and it'll be clear by the morning.
stuff4divas
·6 months ago@gsca85 OK, LMK bcuz, as u know, CS is notorious for saying what we want to hear with no intention of following thru
stuff4divas
·6 months ago@gsca85 if the link i supplied is not sufficient for u
Contact eBay via their social media sites with a private message:
https://www.facebook.com/ebay
AND-OR
https://x.com/askebay
AND-OR
https://www.instagram.com/ebayforsellers/
Great customer service on all three
Even if u don't do social media, u can just open an account for eBay purposes only
You said FB is not working? It was shut down for the UK, but not for the US
stuff4divas
·6 months ago@gsca85 did u ask the buyer to close the case?
How to close your request