“Seller Protection” & Defects
Summary: billbertgilbert voiced frustration about eBay's system for handling disputes when a tracking number shows delivery but a buyer claims non-receipt. Despite believing a message would suffice, they found the case often closes in the buyer's favor, affecting their seller rating. Discussions centered on the necessity of re-entering tracking details in disputes as eBay's policy, which billbertgilbert and others argue isn't clear. Responses suggested that the seller protection process requires specific compliance to avoid losing cases. Various participants debated eBay's policies, with some defending the platform and others expressing dissatisfaction with the perceived lack of seller protection and the handling of claims.
Let’s say I sell a wrench.
I pack it up, print the shipping label from the listing sales page (or whatever eBay calls it), and drop it off with the usps.
A few days go by and the tracking shows the wrench was delivered.
Buyer opens a case, says it wasn’t delivered or they don’t have it.
As the seller, your options are to 1. Refund the buyer, 2. Update tracking info, 3. Message the buyer.
For 18+ years now selling on eBay, I assumed that messaging the buyer to help troubleshoot where their package could be was a sufficient response, since they don’t warrant a refund and already have the tracking information in the purchase page (and because they knew it was marked as delivered). 99% of the time they never reply and I eventually get an email that the case was closed.
Except it was closed in the buyers favor, giving them the item, a refund AND I got a defect on my account.
In the past I was doing enough transactions to not notice the defects, always staying Above Standard. Now that it’s dropped me Below, I realized all this was happening.
So the question is, why is the system set up to make it nearly impossible to get ahold of anyone in customer service because the app is designed with virtually no seller protection or help? I’ve been cheated for years and years.
kandf_vintage_finds
·2 days agoonce the buyer opens an inr case:
upload the tracking number as requested within the case
NO dialogue with the buyer
that's it....this should be over and no refund from you
soh.maryl
·2 days agoIf/when a buyer opens an INR case, but there's tracking proving delivery, all you need to do is to upload that tracking # to the case. Really, it would probably take less time than the back-and-forth discussion engaged in here.
christworks
·2 days ago@billbertgilbert You have not been cheated. The very definiation of cheated implies eBay broke rules, acted dishonest, or tricked you. eBay did none of those things. In fact, they paid a group of attorneys millions of dollars to write out policies so that you as a seller would know your responsibilities and what eBay expects of you. I'm not sure why you have been "assuming" things. That's no way to run a business. It has been said that when we make assumptions we suffer. That appears to be the case here.
eBay requires sellers to upload the tracking number to the INR case. It does not matter that you bought your label from eBay, nor that eBay already has it. It does not matter that you are talking to the buyer in messages trying to work it out. Nor does it matter what the buyer wants. What matters is what eBay wants and that is for you to upload the tracking number to the INR. That is what protects you.
When a tracking number shows an item was delivered, the buyer has to eat the loss on that. They must take it up with the carrier, check with neighbors, or other people who may have brought the package in. Sellers are not responsible. If in your mind you feel it is good customer service to help the buyer further beyond what eBay asks of you, you should know you will almost always get screwed going "above and beyond." eBay does not expect you to do less. They certainly do not expect you to do more.
You ask why is the system set up to make it nearly impossible to reach someone at eBay customer service. It isn't hard actually. BUT - you do not need to talk to anybody at eBay.
The app is is optimized for buyers, not sellers.
billbertgilbert
OP2 days ago · EditedThe tracking number has already been provided to the customer, and wanting it to be put in another spot again, when it could easily be coded to pull the tracking information automatically, then populate its delivery status within the case.
To penalize a seller, add extra, unnecessary steps, and then penalize a seller who does everything required to get a purchase to a buyer correctly, is both a poor business practice and isn’t necessary legally to protect eBay.
janet9988
·2 days ago@billbertgilbert This is an ongoing technical problem. ALWAYS enter an "updated" tracking number. Even if it is the SAME number.
chubbycatcollectibles
·2 days agoNow you can run into the problem I am facing.
Ship item to customer.
USPS shows the item stuck on June 22 in the same location (not the buyers address).
eBay refunds the buyers because I can't show delivery.
File an appeal with Ebay saying I have no control over delivery but they say tough noogies.
Okay I say and File a claim with USPS. They say tough noogies, package still in transit, even though they have had it since June 18.
All in all I am out for the cost of the item and shipping.
How is that for a Catch-22
janet9988
·2 days ago@chubbycatcollectibles The tracking needed to show DELIVERY.
chubbycatcollectibles
·2 days agoHow can it show delivery if USPS gets it stuck at a on the way location? It has been stuck in transit for a month and half. So what does one do with that??
funfactorychannel
·2 days agoYou file for missing package and appeal showing item was never delivered.
janet9988
·2 days agoYou hired USPS to deliver the package. eBay holds YOU responsible for delivery.
YOU can hold USPS responsible for the delivery.
billbertgilbert
OP2 days agoYes I’ve dealt with this plenty of times, but in your case the buyer doesn’t have the item yet, and while I know it’s absurd, you’re not getting a defect and if it’s shown as delivered shortly after eBay gives the refund, you can file an appeal to get your money.
stephenmorgan
·2 days agoSeems like I read a few months ago that eBay will reimburse and correct their records if the item is delivered after they made their decision to refund the buyer.
mam98031
·2 days ago@billbertgilbert You really should ALWAYS follow the process as outlined in the Policy for INRs. That is the place to begin. If you do that, even in a case like you describe, the case should close in YOUR favor as long as you meet certain requirements, again outlined in the policy. First thing to do is re-enter the tracking number into the INR claim. If you shipped within you handling time stated on the listing and with tracking, you should always win a claim like this. If for any reason you didn't, then appeal it to Ebay. You are covered under Seller Protection.
billbertgilbert
OP2 days agoYou seem to miss the part where I said that I assumed the case was closing in my favor, because logically the buyer was shown to have the item based on tracking, and I responded with a message. There’s no reason for a seller to think that a case is closing against them when it shows delivered I’ve tried discussing it with the customer and they’re being an unspoken requirement that I need to re-upload tracking information even though the customer and Ebay already have it.
stephenmorgan
·2 days agoThat is the misleading part. eBay ask you to upload the tracking number but they also show you the tracking number just above where you enter the tracking number. Naturally you see they have the correct tracking number so you enter nothing and hit continue.
So the unwritten Rule is you have to enter the same Tracking Number that they are showing you. Many people confuse this and do not enter anything so they lose the case.
It would be much clearer if the tracking number was not entered by eBay so there would be no misunderstanding that you must enter your tracking number.
mam98031
·Aug 5, 2026 at 9:16 PM · Edited@billbertgilbert I didn't miss that, but you have been here long enough and should know that "assuming" anything is likely just an invitation for problems. The policy is clear, you MUST reenter the tracking number into the INR filed. A small price to pay to hopefully enable the claim to be processed correctly. Know how EBAY wants any claim processed is the first step for ALL sellers. Assuming something is just a recipe for trouble or disappointment or both.
There isn't anything that is "...an unspoken requirement that I need to re-upload tracking information..." It is clearly part of the published policy for processing an INR. So not "unspoken" by Ebay, just a difference of opinion for the need of the information by you. My bet is Ebay's requirement for this information will always trump your opinion that they already have it and you don't need to reenter it.
thief_in_the_night_100_rating_seller
·3 days agoJust turning a blind eye to something doesnt mean its acceptable.
If a bank had an ATM that each day a customer could walk up to it and get 200$ from it and walk up with a new shirt on the next day and get another 200$ and continue on forever until the bank ran out of money.
Tell me its different.
inhawaii
·2 days agoWhat Country are you from?
Just curious why you put the dollar sign after the number.
annadryl
·2 days agoSame five-star country, changed username.
thief_in_the_night_100_rating_seller
·3 days agoWell the sad part about it is when you actually do get ahold of someone you're even more pissed off than when u couldnt get ahold of anyone. Once you do get ahold of someone they will offer assistance but be of no assistance in the matter that you are experiencing. They give the same generic response just as if talking to AI. Useless and of no help. Not only wasted my time but theirs as well.
Why is it easier to become a buyer than a seller? If it takes more credibility to become a seller, naturally you would think they would have some credibility over the buyer. All a buyer has to do is to make an account, and do a INAD return once and then create a new account. Rinse And Repeat. At the moment ebays fraud filters dont prevent this from happening.
If any business wants to stay in business they must plug holes, vulnerabilities that are leaking sellers resources. If they continue to allow everyone to be drained, everyone loses. Well of course not Ebay.
If you're going to give the benefit of the doubt to the buyer, then the buyer needs to be held to a higher standard and unlimited accounts shouldnt be permitted as part of the known business model amongst all crooks and criminals actively scamming ecommerce stores as a job.
tobaccocardyahoo
·3 days agoIf Ebay had ruled in your behalf, the buyer could open a payment dispute with the credit card issuer. The buyer's chances of winning that dispute would be even better than winning a claim on Ebay.
When you lose the credit card dispute, Ebay will level a fee (I think it is $20) for losing. Ebay saved you $20.
Now if that sees crazy, there was a way to protect against the credit card dispute going against you. That would be to require an adult signature on the shipment. That only is cost effective if you are making big ticket sales. That is not always effective, because the credit card issuer might only accept it if the address shipped to was the address on the credit card account.
Seller protection online is only an illusion. When it occurs, it is often a miracle.
thief_in_the_night_100_rating_seller
·3 days ago · EditedEbay didnt save anyone Anything. They produced the buyer, bringing the issue on themselves. They brought bad business to Me, they're not doing me a favor at all.
If your friend sends someone over to work on your house and they end up stealing stuff out of your house while they're working on your house. Are you going to be thanking your friend that they only stole $5000 and not $10,000. Highly doubtful.
tobaccocardyahoo
·3 days agoIf Ebay brings you bad business, you should find a way to attract some good business.
That might require choosing other bait than your current inventory, or allowing for inevitable product shrinkage in your pricing.
No one is forcing you to sell on Ebay, or dictating what you offer.
billbertgilbert
OP2 days agoThe whole point of eBay is that their exposure generates buyers. It’s why they take their fee.
tobaccocardyahoo
·2 days agoThe whole point is, SELLER PROTECTION is and has always been a fiction. You sell online, you take risks, If you cannot handle the risk, do not sell online.
inhawaii
·2 days agoEbay doesn't provide buyers, they provide us with a place to sell.
grand-and-glorious-purpose
·2 days ago · EditedWhat are we paying all these promoted listings for then? Why would we ever come here if ebay had no buyers?
I've been paying for them for over 29 years to provide buyers so I certainly expect them to continue to.
dbmm-media
·3 days agoyou needed to enter the tracking number in the case
billbertgilbert
OP3 days agoThey already have the number why would it be required again!?
aeparts1
·3 days agoBecause eBay asked you for it, & if you don't the case will be closed in the buyers favor, giving them the item, a refund AND you get a defect on your account.
billbertgilbert
OP3 days agoeBay asked me to update the tracking information. That doesn’t mean submit the same one, it means to update the already given information with new info.
bdmh-enterprises
·2 days agoIt doesn't matter what you think it means, it's what needs to be done. INRs have been handled the same way for as long as I can remember, except up until a couple years ago you had to write the number in now you just submit the prefilled form. Is this really your first one in 6k+ sales?
If sellers can't be bothered to follow the correct procedures, why should eBay be bothered to give them protections?
dbmm-media
·3 days agothat's what ebay wants...even though they already have it, they want it again
thief_in_the_night_100_rating_seller
·3 days agoanything to make the process as inconvenient as possible in hopes that you do exactly what you did .
I like to say ,
GOOD PEOPLE.
grand-and-glorious-purpose
·2 days ago · Editedbecause this is ebay.
This is just one of the braindead policies ebay refuses to change.
Listen...it took years and years to keep buyers that haven't paid from opening INR cases.
It took years and years to get ebay to stop letting blocked buyers message you.
There is no bug that ebay won't tell us with a straight face is a feature and working as intended. Ebay is big, dumb and slow and we just have to keep pointing out how ludicrous a policy is until someone is embarrassed enough to do something about it.
inhawaii
·2 days agoBecause you want to win the case?