INR case > "Consignee not present during scheduled delivery appt"
We have an Item not received case Im not sure how to navigate. Purchase made 03.27, scanned 03.30 and ready for delivery 04.06. This is a high value freight item that requires consignee to sign off on delivery. According to online tracking portal, 'delivery was attempted on 04.08 but could not be completed because consignee was not present during scheduled delivery appointment.' We received an Item not received case on 04.10 and conveyed PRO# with phone# so delivery can be rescheduled but customer just responded to message saying its been to long and now wants to be refunded.
What do I do if they're not going to attempt re-delivery and accept shipment? I of course cant force customer to reschedule appointment or be present during scheduled delivery appt. but have an INR case now and not sure how to move forward as assume will close out in 5 days if PRO# doesn't show delivery which isnt possible if they dont accept delivery. Can anybody help?
albertabrightalberta
·4 months ago@thermospace_acs
If tracking shows that there was an attempted delivery, you will win the case. (If tracking still shows movement, ebay may put the case on hold to see if it updates.) But eventually, if there's no "delivered" scan, it'll close in your favor.
But you MUST respond to the case.
ten_o_nine
·4 months agoAn attempted delivery is considered "delivered" for the purpose of an Item Not Received (INR) case. If tracking shows that the buyer was unavailable for a scheduled appointment, they typically lose their eBay Money Back Guarantee protection because they are responsible for accepting the item.
To protect yourself, update Tracking Within the case even if the tracking number is already on the case, you must update tracking inside the INR case and re-submit it. This provides the automated system with the proof it needs, you can also upload evidence of the appointment in the case response, state that a delivery appointment was scheduled and the buyer failed to be present.
tobaccocardyahoo
·4 months agoAn attempted delivery is not accepted for any purpose by a credit card issuer.
If Ebay does not decide to fund the refund from its funds, a chargeback dispute will be paid for by the seller.
This sort of problem is one of the reasons not to ship LTL to residences.
Hopefully the carrier will succeed in creating an new appointment the buyer will show up for.
chapeau-noir
·4 months ago<<delivery can be rescheduled but customer just responded to message saying its been to long and now wants to be refunded. >>
Sounds like the buyer has changed their mind. All the OP can do is try to retrieve their shipment.
thermospace_acs
OP4 months agoThanks for the advice…its not a case yet. Just an INR request so cant upload any other type of proof. This sounds like what should happen in a fair system but doesn't seem to be an opinion thats shared collectively. Its very stressful there isn’t a correct answer that either offers a guaranteed path to be covered under policy or just allows me to minimize losses. It’s only the shipping fees I would consider not refunding to a payment in the event goods are sent back. (although item came with free freight, wasn't free to ship). I have until April 15th to show the item was delivered or return payment and then this gets escalated to a case where the potential losses expand to the ebay FV / promo fees. There’s over $500 that no longer are eligible to be credited then.
I know this is an LTL shipment but the circumstances wouldn’t be much different for somebody who purchases an item >$750 that requires signature where buyer is just not answering the door. Those cases I’d imagine are much more common. Are they always covered under the refused delivery clause? Unless customer comes to the plate, I will upload the documents / screenshots showing item was attempted for delivery on 04.08 as well as the messages showing are no longer willing to accept delivery when request is escalated and see what kicks in. I thought there would be a record of somebody experiencing this on the message boards but haven’t found anything relatable. Maybe I’m the 1st one.
Its been a while since had a case and it appears all prior avenues to communicate with a real person though ebay are now completely closed. I don’t have much faith the automated systems will be able to pickup on where or how this can qualify as a refused shipment but will go through the motions and let this thread know.
Thanks everybody for your input. I know this message board is driven by volunteers and do appreciate taking the time to tell me what you think (even when its not what I want to hear) 😕
christworks
·4 months agoIf the buyer opened an Item Not Received claim, you need to respond to that. You are at a high risk of losing the item and your money if you don't. I'm not sure why you say there is no "case" but then say there is an INR. If the buyer has only messaged you that they've not received it, that's one thing. If you have been notified that the buyer says they've not received it, that's another. That's a case or claim or whatever term you want to use. You need to respond to it immediately with the tracking number and state that the buyer refuses to make arrangements for delivery.
If you do not respond to the INR, eBay will step in. They will refund your buyer in full from your funds/bank/credit card, you will lose any fee credits you'd otherwise get if you refunded on your own, and I'm sure your buyer would "suddenly" decide they do want the shipment after all.
I would reach out to the freight company and get it sent back to you. As you said, not worth forcing something on a buyer who says they do not want it. I'm not sure if you have to wait until Monday to contact the carrier or if you can call them tomorrow and have them bring it back. I'd do that ASAP, then respond to the INR with the tracking number - even if it is already in the INR - and state that the buyer has refused delivery by not setting up a delivery date.
A part of me says once you know it is on the way back to you refund the buyer and be done with them. It is true buyers forefit their MBG when they refuse delivery, but with so much money on the line do you want to bank that eBay will back you up?
ten_o_nine
·4 months ago@thermospace_acs
Here's eBay policy.
When the buyer doesn’t receive an item
ryry-jj
·4 months agoHow many attempts will they make? I would think if the buyer doesn't respond and the freight company made attempts it would be considered a "refused delivery" voiding the MBG. The item would eventually be returned to you
thermospace_acs
OP4 months agoThe buyer is telling us through ebay they dont want the item anymore and want to be refunded so they are refusing delivery (or re-delivery) now. LTL is different than USPS. Its very expensive to bring an 18-wheeler to someones front door so freight carriers wont arrive until confirm with consignee somebody will be there to sign off on shipment which dispatch sets up in time slot with consignee. This is why ETA advertised for freight says "varies" as delivery is always contingent on the appointment date which if customer prefers can be set weeks in the future. Final delivery is of course contingent on customer answering the door and being available on appointment date. The item value requires us to obtain a signature confirmation but they wont try to redeliver until an appointment is scheduled. I dont know what qualifies as "refused delivery" as there are ways these terms can be redefined where a consignee just not being available during delivery doesnt mean they "refused" the shipment. And a consignee not setting up appointment for delivery doesnt meet definition of "refused."
Its a difficult scenario as its not like they wont file a SNAD if do agree to receive item if they genuinely dont want it. Been doing this long enough to know its never good to force merchandise onto someone. Being provided buyers who have us spend $400-$500 getting an item there front door just to change there mind is very disheartening status-quo but in terms of navigating this INR in real-time, its difficult on what path to take: what ebay says they cover and more-so what they actually cover. The item wont be returned to us until we contact the carrier and have it reconsigned to origin. It doesn't happen naturally like with USPS and of course comes with another $400-$500 fee.
Of course ebay doesn't do phones anymore so nobody no speak too...this message board is all I have. Thanks for the replies.
ryry-jj
·4 months agoYou mentioned "scanned", was this freight carrier integrated with eBay as far as tracking goes and delivery?
thermospace_acs
OP4 months agoYes, ebay now syncs most freight carriers with their in house tracking system. Below screenshots are pulled off ebay. Of course it doesn't show delivery scan as item has not been delivered but it transmits the entire tracking history over from carrier website including the following:
"Your shipment is at the ABF service center in Brooklyn, NY. Delivery was attempted on 4/8/2026 but not completed because the consignee was not present during the scheduled delivery appointment. We are working to reschedule the delivery"
Im sorry for all the red I just have to redact anything that is potentially sensitive. If Im looking for anomalies, for some reason the date and time stamps on the left dont change from 03.30. Is this what you mean?