How to handle an INR claim.
Summary: a-cut-above encountered an 'Item Not Received' (INR) claim despite the tracking showing the package was delivered. They are seeking advice on how to handle this situation, including whether the buyer will receive a refund from eBay and the potential for negative feedback. mam98031 advises ensuring the tracking number is entered in the claim and suggests that the seller should be protected if tracking shows delivery. They encourage keeping communication with the buyer factual and brief. comics-scifi-collectibles adds that the buyer is unlikely to get a refund if tracking confirms delivery and mentions that the case should close in the seller's favor after 30 days.
So I received a INR claim but the package was shipped promptly, the tracking was uploaded imediately but the buyer claims it was not delivered to his house although tracking shows delivered. I understand that I am not obligated to take action but I am curious on a few things. First of all, will the buyer receive a refund from ebay? Can he leave me negative feedback if I take no action? In an effort to maintain a good relationship with the buyer should I contact him explaining the situatrion and encourage him to re-order?
a-cut-above
Posted 1 month ago · Edited 1 month ago·Last reply Sep 12, 2026 at 6:06 PM
4 comments
mam98031
·1 month agoYou need to follow the instruction in the INR, which is you NEED to enter the tracking number into the claim. I know Ebay already has it, but the rules require you to do it again when an INR is opened.
Since the tracking shows Delivered, you should win this one. Sellers are not held responsible for porch pirates or the such. So you should end up fine.
When a seller has any time of claim that has to be refunded, the money typically comes from the Seller whether the seller voluntarily does that or Ebay forces the seller to refund. Ebay does sometimes refund buyers from their money, but you are not in that kind of situation.
Yes, the buyer can leave feedback up to 60 days after purchase. If they leave you negative feedback saying the item wasn't delivered, then you could get that removed. Do NOT run in FEAR of a negative feedback. If they were to do that, come back here and let us help you BEFORE you do anything else to potentially remedy the situation.
If you contact the buyer, keep it brief and just state the facts. Let them know that per the tracking the item was delivered on such and such date at such and such time and give them a link to the tracking info. Steer clear of emotions or long explanations as that can often backfire on you.
a-cut-above
OP1 month agoSo what do YOU do in these situations? I'm sure you make sure the tracking is entered but then do you ignore the INR claim and just let ebay make a decision eventually? In my situation I'm sure the buyer needs the item from me to get his machine operating again. Ideally I'd like him purchase another but I doubt that he will if I can't assure him that he can get a refund from ebay.
comics-scifi-collectibles
·Sep 12, 2026 at 5:17 PM@a-cut-above The buyer will not get a refund since tracking shows delivery. The case will time out and close in your favor which takes about 30 days. The buyer may try a credit card charge back but they should lose that too since tracking shows delivery to the address provided at checkout.
mam98031
·Sep 12, 2026 at 6:06 PMI ignore nothing. I assume nothing. I stay on top of it. I will then wait a couple of days to see if Ebay automatically takes care of it and if they don't, then I contact them to get the INR closed. Sometimes this works fast and sometimes Ebay wants to wait a little longer for whatever reason they have, but in the end the INR is closed in my favor. This has always worked for me.