Request for Case Review – Buyer Received Item but Opened False INR Claim (Order 07-12951-06189)
Hello eBay Community, I’m reaching out to kindly request a review of a case that may affect my seller performance unfairly. Here are the key details: Order number: 07-12951-06189 Date of purchase: April 12 Buyer filed INR claim: April 14 Tracking confirms delivery: April 15 The buyer claimed the item was not received just two days after purchase, even though the tracking clearly showed the estimated delivery was April 15. I communicated this clearly to the buyer, showing proof and advising them to expect delivery on that date. The tracking (via carrier confirmation) shows the item was successfully delivered on April 15, and I followed up again with the buyer to confirm delivery. Shockingly, almost a month later, the buyer opened another “Item Not Received†request, even though there is clear delivery confirmation and multiple messages sent keeping them informed throughout the process. Although I knew the claim was invalid, I chose to issue a full refund to avoid conflict or escalation. I value customer service highly and pride myself on transparent communication and strong post-sale follow-up, as reflected in my feedback from past buyers. âž¡ï¸ I respectfully request that this case not negatively impact my seller performance, as I did everything correctly and with full transparency. Thank you for taking the time to review this situation. I appreciate your help in ensuring fairness in the process. Best regards, Antonio Pérez Urban Republic Studios
albertabrightalberta
·1 year ago@urbanrepublicstudios
Please confirm.
There's no way for a buyer to file 2 INR cases.
When the buyer contacted you 2 days after shipping, I assume that was done in a message through ebay, correct?
And your replies were through messaging also?
Then when the buyer opened a case for INR, did you respond to the case? Or did you just issue a refund.
You handled this issue incorrectly and didn't need to lose the case or issue a refund.
If this ever happens again, tell the buyer to open a claim through the order. Then you respond to the claim with the tracking number. Once tracking shows delivery, the case closes in your favor.
Issuing a refund is not "good customer service."
As advised above, you need to stop dropshipping from other online venues. If you continue as you are, you may not have your service metrics to worry about as ebay will take care of that!
dhbookds
·1 year agoI think Ebay would say by giving them the refund, you admit fault and therefore deserve the dings..... you can try appealing it with the delivery confirmation.......and if that works, please let us know.........
ittybitnot
·1 year agoAlthough I knew the claim was invalid, I chose to issue a full refund to avoid conflict or escalation.
@urbanrepublicstudios
You gave your buyer a free gift. Most service metric dings count simply because they occured. It doesn't matter what you do or don't do. It will still be there whether or not you replied with the tracking number, or refunded the buyer and let them keep it for free before it had a chance to arrive, they are still counted.
Unless you are using a fulfillment service like Amazon FBA where you pay a fee for them to pack and send merchandise that you already own, or have a contract with a drop shipping company (not another marketplace) your selling career is going to be cut short and forever. Do you have permission to use those photos?
titipeo
·1 year agoFor starters, this forum is composed of buyers and sellers alike that help each other out. We have no control on the impact of your eBay actions to your account, nor eBay will see this post to assist you. Having said that, when you received the second INR, which I find odd, you should have come here for answer, and most will agree that all you had to do is respond with tracking info and eBay will close in your favor with no repercussion. Get yourself familiarized with eBay's money back guarantee and see what your protections are. In the end, you lost out on a sale, and winnable case, no , no case review will be opened.
pickapaper
·1 year ago@urbanrepublicstudios wrote: "Although I knew the claim was invalid, I chose to issue a full refund to avoid conflict or escalation."
So your buyer was being a jerk by filing a INR two days after you shipped, you have tracking confirmation that the item was delivered three days after you shipped, and then the buyer filed another INR almost a month later (through eBay or through a credit card chargeback?), and you reward them by giving them a refund to avoid conflict or escalation?
What conflict or escalation? If you had confirmation of delivery, that's all you needed for eBay or the credit card company to side with you.
I hope the refund wasn't very much. I know you were probably trying to be a nice person but rewarding this buyer with an unnecessary refund will probably only fortify them to try it again.
kensgiftshop
·1 year ago@urbanrepublicstudios
How did the buyer file two INR's on the same order, it's not possible?
You only have one shot using the MBG.
Dropshipping from Amazon is a policy violation and can get you suspended.
pikabo-icu
·1 year ago@urbanrepublicstudios
I would NOT have issued them a refund..
That case was absolutely winnable.
Sadly, refunding like that teaches the buyer to do it to other sellers. /just sayin'
ETA Your metrics wouldn't have been affected if you had declined the INR case.
They wont be affected now.