Is this normal?

Maybe I’m jaded when I always deal with issues with my main primary account that has a lot of pull and is high volume. But I just went thru an INR with one of my newer accounts and actually lost, I usually win these with my primary account. You tell me, is this a normal occurrence?

Buyer files INR saying they didn’t receive their item and proceeds to type out their shipping address to me. Tracking shows it is returning to me due to “No Such Number.” I check the records. The buyer’s street number is shown as 3028 in the payment page, but in the message to me within the INR details the buyer states their address is 3018. I tell the buyer that this is the precise reason why their package is being returned to me. I tell them I can redeliver to the new correct address and will require the shipping charge again.

They respond with “Please give me my money back. This is so ridiculous. Never have I had this problem.” I tell them I can refund their money minus the shipping because of the address discrepancy. They ask eBay to step in and eBay says it will take 48 hours to come to a resolution. Usually with my primary account, eBay ends up ruling in my favor within minutes or hours after buyer escalates it. But this time after 48 hours, eBay rules in favor of the buyer saying “We didn't receive valid proof of delivery from you.”

Tracking screenshot shown below. Is this ruling normal for an issue like this?

iamalwaysright

6 View listings

Posted 5 months ago · Edited 5 months ago·Last reply 5 months ago

5 comments

albertabrightalberta

·5 months ago

SIGNATURE! NOT DIRECTED TO YOU: I can explain it to you but I can't understand it for you.104 View listings

@iamalwaysright wrote:
But this time after 48 hours, eBay rules in favor of the buyer saying “We didn't receive valid proof of delivery from you.”

Did you respond to the INR case with the tracking number?

In your appeal, point out the tracking shows the bad address and if necessary, point to the policy and the specific exclusion.

iamalwaysright

OP5 months ago

6 View listings

@albertabrightalberta wrote:
@iamalwaysright wrote:
But this time after 48 hours, eBay rules in favor of the buyer saying “We didn't receive valid proof of delivery from you.”

Did you respond to the INR case with the tracking number?

In your appeal, point out the tracking shows the bad address and if necessary, point to the policy and the specific exclusion.

Yes I responded to it with “uploading the tracking”. That’s also when I told the buyer about the discrepancy and that a re-shipping would require another payment for the shipping.

I have no doubt that an appeal will be approved. But I just wondered if it was normal for a run of the mill selling account to lose an INR like this. If so, that’s just very sad.

Unfortunately the buyer’s account was brand new when they purchased from me. Registered on the same day. So they didn’t have enough time to experience any similar previous issues instead of thinking I was scamming them.

albertabrightalberta

·5 months ago

SIGNATURE! NOT DIRECTED TO YOU: I can explain it to you but I can't understand it for you.104 View listings

This is a case you should win and will win in an appeal.

This assumes you bought the label through the order and ebay can see that you shipped to the address as shown by ebay.

Policy: https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210&st=3&pos=1&query=eBay%20Money%20Back%20Guarantee%20policy&intent=exclusions%20money%20back%20guarantee&lucenceai=lucenceai&docId=HELP1238#specialcoverage-inr

Pertinent part:

Screenshot 2026-05-04 at 1.24.53 AM.png

iamalwaysright

OP5 months ago

6 View listings

I didn’t buy the postage from eBay but (according to your link for MBG) that fact should be irrelevant right? The buyer already stated their shipping address within the INR messages that clearly doesn’t match with the address on the payment page. One would think that should be enough to prove that “buyer provided an invalid or incorrect address at checkout.”

albertabrightalberta

·5 months ago

SIGNATURE! NOT DIRECTED TO YOU: I can explain it to you but I can't understand it for you.104 View listings

@iamalwaysright wrote:
I didn’t buy the postage from eBay but (according to your link for MBG) that fact should be irrelevant right? The buyer already stated their shipping address within the INR messages that clearly doesn’t match with the address on the payment page. One would think that should be enough to prove that “buyer provided an invalid or incorrect address at checkout.”

No, you don't have to have purchased the label from ebay but I asked because when an INR is opened, the tracking doesn't automatically populate, though it's more apt to do so if the label came from ebay.

The buyer stating that the address was incorrect isn't enough to invalidate their MBG claim though. There has to be tracking that (in this case) shows that the address was incorrect.

This confuses me:
I asked: Did you respond to the INR case with the tracking number?

You responded: Yes I responded to it with “uploading the tracking”.

What does that mean? That's not how you're supposed to respond to an INR claim. When one responds to INR, they are supposed to copy and paste the actual tracking number into the claim (unless it automatically populates). There's a field into which you paste the number.

Did you copy and paste the tracking number into the claim?

Or did you add an image of the USPS tracking that shows RTS?

It sounds like you responded incorrectly and without the tracking number, AI sees it as not responding.