INR: How do you update tracking if the original tracking is marked delivered?

Question

For sellers who purchase labels through eBay, you likely noticed that the option to â€œupdate trackingâ€ during an INR case is grayed out if the original tracking shows delivery. What are you supposed to do instead?

I recently had my first INR case closed in the buyerâ€™s favor, despite the eBay tracking number showing delivered to the correct address. In the past, the case would auto-close in my favor. This time eBay is saying itâ€™s because I didnâ€™t provide proof of delivery, but I donâ€™t see how I could have given the cases prompts. Must be an update in how their bots responds to INR cases, but how do I navigate it in the future?

ladybugmls · Accepted Answer

When responding to the INR dispute via the app, the â€œupdate trackingâ€ is grayed out for some reason. You need to go to ebay.com in a browser instead, and â€œupdate tracking detailsâ€ & â€œsubmitâ€.

purchase1212 · Answer

I have the same issue today on a desktop.

buyer filed 6 inr (in the same package) although USPS has marked as 'delivered to front door/ porch'.

went into each one, tracking is grayed out, but still submitted 'update tracking'

the history shows that I responded, updating tracking

why don't they automatically close?

mamacassidy · Answer

@dogautoparts

I just had an INR opened (and then closed in my favor) last week.

For some reason, even though the tracking number is in the system, you have to go in and hit "add tracking number" and then copy and paste the tracking number in again (yes, the same tracking number that they already have).

I also always write a message in the box saying something like "USPS tracking number XXXX was delivered to the buyer's address XXXX on date XXXX".

If I was in your current situation, I'd appeal the INR and in the "tell us why" box, do as I suggested above with the tracking number and the address/ date.

relicpeddler · Answer

I had a similar issue about a month ago on an international package heading to Mexico. I shipped it and 2 days later it was returned me. No postal marking or anything on the package and the label cost me $21 I wasn't about to eat that $21 shipping label so I returned it to the post office and the post master was dumb founded and made some phone calls for advice on what to do and was told it must have been a miss read label and got dropped into the wrong bin and to just scan it back out. So he did and it did scanned again and off it went. Turns out the tracking never stopped showing as delivered to my address and naturally the buyer was freaking out. I told him he can get updated tracking from USPS that showed the package was still moving through the postal system. I even messaged him daily updates but he still filed a claim and was rewarded a full refund and still got the item. I filed a claim and got refunded right over the phone.

meme6253 · Answer

I don't believe there is a way of changing it after it's been marked as delivered.

onlinecentral · Answer

My last few cases had the rectangle grayed out. Did you click on the button saying Submit, Reply, Continue, Next so it would register that you responded to the case?

Did you instead navigate to some other page or hit your browser's back button so the software thought you never responded?