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We keep failing to effectively advise how to win the easiest case of all
It's sad seeing so many of these where the OP seller is facing an INR for an item that was delivered already, not knowing what to do because they wrongly assume the tracking number is already "tied" to the transaction, plus what they see is a case screen that is terribly designed. So when we fail to address those two things in our replies, even the correct advice doesn't make any sense to the OP.
This thread is the perfect illustration of the problem. Intelligent seller, fluent English, not bitter ranting but receptive to help ... yet it all goes to the crapper https://community.ebay.com/t5/Selling/Buyer-entered-a-incorrect-address-and-started-a-case/m-p/35297438#M2620407
Even thought the "first responders" gave exactly the right advice, what they said about the tracking doesn't acknowledge that eBay already "has" it but the OP needs to give it again anyway, AND none of their wording reflected what a seller sees on the first screen of an INR case. They just told him to "upload the tracking in your response," "respond to the case with the tracking number" and "just input the tracking number." They forgot that where you put that number isn't so obvious on the screen.
The OP replied with a screenshot, and his confusion written below, even more heartbreaking because apparently this is not his first time being thwarted by this abysmally bad design.
"It doesn’t give me an option to contact eBay and give them a tracking number. Also a tracking number is already tied to this order that shows it was delivered. These things have happened to me in the past and eBay always sides with the buyer and refunds them from my account. Should I just call eBay?"
So, does anyone immediately tell him he needs to start by clicking that 'UPDATE choice'? NO! They just continue with more variations of the thing he just said he can't do, because there is nowhere on that screen to do it!
"You must personally put the tracking number in the Dispute manually. YOU.
EBay wants a response from you and the fact that they have a record somewhere is not relevant.
Do it yourself."
"Do nothing except make sure you enter the tracking number into the INR."
ETC .... 😡
Then it derails into stupid extraneous trivia battles about credit card chargebacks, etc. And the OP hasn't replied since. Go figure, probably lost hope.
So, can we PLEASE try to remember that the first thing to advise is click "UPDATE TRACKING NUMBER' with a brief explanation that the word "update" was a stupid choice, but clicking that is how they'll go to a screen showing their tracking number, but they will just paste that SAME tracking number over it, and click 'return' or 'save' or whatever. @wastingtime101 Do I recall you have screenshots of the rest of this procedure? Also do you know anything about it not allowing the tracking number sometimes (a couple people are bringing that up in the thread, and I've never heard of it before).
It's just so frustrating seeing threads like these hours after the OP's probably gave up or responded the wrong way ..... when if you do it the right way it's the most guaranteed 'win' a seller can get. And I'm really not scolding (most of) the respondents of that thread; honestly this is eBay's fault! It's like they hired a crooked lawyer to make the procedure screen as clear as mud. But we could do better to work around it yall.
kh-tuna
·11 months agoHi everyone,
We appreciate your participation in this discussion. However, the conversation has gone off-topic and has become a bit too heated. To help keep the community welcoming and constructive for all members, we’re locking this thread from further replies.
Thank you for your understanding and for helping us keep the forums friendly and productive.
eBay Community Team
powell-collectibles
·11 months agoGeneral Post
A bit painful - there is a huge amount of effort and energy into "being right." As we say, I'd rather get it right than be right. AND, nothing bad about being wrong, admitting it to yourself and others, and just moving on a bit more knowledgeable than before. There's a lot of anger in here.
estate_echoes
·11 months agoGeneral Post:
Revisionist History How-to:
Start with:
"You have no right to ask me not to post on a thread any thread! "
When you realize your mistakes, like we in fact do have the right to ask, apply revisionist history and manipulate what was said:
"You have no right or authority to say I can't post on any thread that I choose to."
mam98031
·11 months agoThank you for posting that. To date you refuse to comply with my request. So you are a bit hypocritical. Yet you support and troll me over the request from @gurlcat asking me not to post directly to her. I have complied with that except when she posts directly to me. Which she did on this thread and another one recently.
yeswayrecords
·11 months agoThank you for emphasizing that it is very important to update the tracking number showing delivery in the INR case.
It is a protection for the seller. It provides us a way to prove our side of the case.
slati_2013
·11 months agoThis has been repeated so many times that I am guessing many here are getting tired of repeating themselves. Maybe we can all be saved this hassle if eBay when it sends a message of a INR claim being made advises the seller to upload the tracking again to confirm it has been delivered. Also google is your friend. A simple search will bring up countless topics on this answered here.
na_833338
·11 months agoThis is a great answer. When I was in college getting a Networking Administration degree, many of my IT instructors would always tell the class to remember that 'google is your friend' when you have a problem.
Not enough people out in the 'real world' seem to think that googling your question is an option.
There is a plethora of YouTube videos that will take you step-by-step through many of the problems people encounter with eBay.
mam98031
·11 months agoGeneral Post
This may help some.
What to do when a buyer opens an item not received request
In the email you received telling you the buyer’s issue, select See request details. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. You’ll also see your response options:
Add tracking details: You’ll need to provide tracking within 3 business days of the request being opened, if you haven’t done so already. In order to be protected, tracking must be from one the shipping carriers integrated with eBay and must include the date you shipped the item, the date it was delivered, and the address it was delivered to. If the order has a total cost (total of item(s), shipping and tax) of $750 or more, it should also show the signature confirmation of the recipient. Learn more about our signature confirmation requirements.
kh-tuna
·11 months agoHi everyone,
This discussion has gotten a bit heated. Please remember that, while it is fine to disagree with others, discussion should always remain friendly and respectful as required by the Community Guidelines.
Thank you for your cooperation.
studioss
·11 months agoThanks for that! It's great information. I appreciate you going out of your way to help the rest of us out. Hopefully, the OP sees this ...
mam98031
·11 months agoGeneral Reply
IDK if it is that the sellers don't know how to handle it or not. On another thread on this very subject I have personally explained it several times. Yet sellers keep posting on the thread with bad information. I'm also not sure the OP of the thread actually understands either.
https://community.ebay.com/t5/Selling/Buyer-entered-a-incorrect-address-and-started-a-case/m-p/35297856#M2620534
In a nutshell:
The OP/Seller has done EVERYTHING RIGHT. They shipped the item to the address the buyer gave them at the time of payment.
The buyer realized at a later time, after the item had been shipped, that they gave the seller the wrong ship to address. When this happens it is NEVER the fault of the seller. The buyer is the one that has created this issue.
Once the item shows delivered to the address the buyer gave the seller at payment, the seller is in the clear. The processed the order exactly how they were suppose to.
When a buyer opens an INR because they didn't receive it, when the buyer is the one that gave the wrong address, that is NO FAULT of the seller. The buyer will not win this kind of INR. It would not get overturned during an appeal.
Now Ebay may decide to come out of their pocket to refund the buyer, but that will not affect the seller or their stats in any way.
gurlcat
OP11 months agoUnbelievable. Just ..... wow. 🤣
This is the epitome of why I asked you to stop replying to me and my threads. But you know, if you want to draw attention to the fact that you STILL don't get what that OP actually needed help with .... cool. Heck why not tag your credit card charegeback debate partner over here too?
powell-collectibles
·11 months agoMaybe the 200th time that you make the request will do the trick 🙂
mam98031
·11 months agoOr maybe you shouldn't try to stir things up or make a situation worse than it needs to be, especially since YOU have been asked not to post to my posts and you have refused to comply to my request.
No poster on any thread has any right to ask anyone to not post on a thread they are on or have started. None of us has the right to do that.
bonjourami
·11 months agoJust a shame what has happened to this board.
mam98031
·11 months agoThere certainly a much larger bit of trolling going on the last couple of months, that is for sure.
bonjourami
·11 months ago"There certainly a much larger bit of trolling going on the last couple of months, that is for sure."
Yes this has always been the best and most interesting, helpful, board on Ebay. That has changed lately with the targeted bullying, and hateful remarks.
bonjourami
·11 months ago"There certainly a much larger bit of trolling going on the last couple of months, that is for sure."
Dont let them chase you away, just ignore. Attention seekers hate being ignored.
powell-collectibles
·11 months agowhat in the world...
I wasn't even replying to you. My gosh, you've responded to my posts (nothing to do with you) a few times in the past few days - no complaints from me, and super-cordial replies from me. The history is all there for you to see. I don't know why you are being so aggressive.
So I have this straight, another person has asked that you not reply to her posts. You do (often), and she gets a little annoyed, she makes a remark about it, and I respond in a light-hearted manner to her. And now you are upset with me? Makes sense 🙂
Seriously - you write "No poster on any thread has any right to ask anyone to not post on a thread they are on or have started. None of us has the right to do that." But, I'm not allowed to reply with a light-hearted comment to gurlcat? Understood that picking on me is en vogue, but come on.
mam98031
·11 months agoWe've talked about it before, but I understand it may not have stuck with you. You comment clearly alluded to my post to the OP. You think I'm the only one that noticed that. You aren't that clever.
"So I have this straight, another person has asked that you not reply to her posts. You do (often), and she gets a little annoyed, she makes a remark about it, and I respond in a light-hearted manner to her. And now you are upset with me? Make sense."
I did reply to the post the OP made to one of my posts. I did that for sure on this thread. However the OP thinks that I should not post on any thread they have started, and that is not a thing. Nor did she ever ask me to do that, I wouldn't do it if asked, but I do stay away from posting directly to them UNLESS they post to me like the OP did earlier in the thread. That inspired you to come to her defense.
All this can be turned right back at you. I've asked you not to respond to my posts, but yet you refuse to do so. You will defend someone else that did ask me not to reply to their posts, but you won't honor the same thing when asked. Make Sense???!!?
powell-collectibles
·11 months agoI really think that you have me confused with someone else - seriously. I look back over the past several days, and I see the few interactions that we have all been started by you. You replied to my posts about selling limits and feedback. Nothing wrong with that, and I posted some cordial replies to your cordial replies. I really don't know where this is coming from.
12345jamesstamps
·11 months agoI agree...
I wish mam98031 would stop replying to my threads also.
mam98031
·11 months agoOH NO. You have no right to ask me not to post on a thread any thread! Nor did you EVER say that to me. You did however ask me to stop posting to a post you've made and I've honored that. But you respond to my posts whenever you feel the need.
I have no idea what your closing statement above means.
As far as the link to the thread I provided in my earlier post. The OP had an INR in Ebay filed against them. They gave screen shots of it. So on that thread I did not address a chargeback as it wasn't what the OP needed to defend against.
gurlcat
OP11 months agomam98031
·11 months agoI guess you forgot the other time you responded to one of my posts just a couple weeks ago. Wastingtime came in and answered the question you had.
I've given you kudos before too, not sure what the point of that is.
Why you feel the need to be insulting is just not welcomed or needed. It serves no useful purpose. Regarding the Chargeback discussion on that other thread, what you said is what I said to them. It has nothing to do with what the OP's issues were. So we are on the same page. And we weren't "arguing". Two differing view points do not = an argument. It means two different view points. But it appears you want that to seem different than it was.
So unnecessary.
gurlcat
OP11 months agoThink of it like this: there is something about the way some people write that just doesn't make sense to you, and I am one of those people. It's not that you lack the intelligence to understand; it's just some unknown factor, something like a language translation issue, where no matter how many times one of those people state something, you "read" it differently, and it never comes to a conclusion.
I don't want to hurt you, but I don't want to derail threads where someone needs help either. So this is why when I see you state something incorrectly, I just keep scrolling and leave it to someone else to point it out if they want to. And maybe it will be one of the people who write in a way that makes sense to you. Or maybe not, and it will turn into another page-plus debate, because even if you (secretly) do understand what the other person is saying at some point, you would rather continue pretending you don't understand, rather than admit you were wrong. -I'm just always glad that other person is not me.
And that is why I will ask you, again, to not reply to me (starting a reply with "GENERAL POST" is not a magic wand move, let's not be childish okay?).
mam98031
·11 months ago"And that is why I will ask you, again, to not reply to me (starting a reply with "GENERAL POST" is not a magic wand move, let's not be childish okay?). "
Lets be clear. I did NOT respond to you on this thread or any other recently until YOU addressed a post to me.
As for "General Posts", I and others sometimes state that. You have no right or authority to say I can't post on any thread that I choose to. I have respected you asking me not to respond to you until such time that YOU post something to me. So nothing on this thread breached your request of me not responding to your posts until YOU addressed one to me.
broto_64
·11 months agoYou are not wrong, but long worded replies are also less followed than simple ones so the more we explain the less likely it is the reader will follow the crucial part if they follow any of it at all.
As well, different folks may interpret sentences and their meanings different. Once again simplicity rules.
Many cases, the new seller has to lose a few before the Oh! moment.
gurlcat
OP11 months agoIt could be explained quite concisely, and the steps could be mere bullet points, especially with a visual. I know I put this^ screenshot in my handy dandy images for future use.
inhawaii
·11 months agoWouldn't it be great if we could post "What to do if your buyer files a INR" and have the mods "pin it" to the top of the seller board?
Along with...
"Why does ebay take fees from shipping and tax?"
And...
"My buyer lied about his INAD return"
Anything else?
gurlcat
OP11 months agoReally this is the kind of thing where a quick video tutorial with live screen capture would be great -like 2 minutes long at the most. It would be so much easier to SHOW and explain verbally than write in text. If I knew how I would do it. Well I guess I would also have to have an INR case.
babyers88
·11 months agoI "think" the confusion may be on the 1st button where it says to update tracking details for the buyer, well if you printed a label thru ebay or entered it manually previously that tracking number is already tied to the sale and when you click on it, it pops up on the screen "tracking number cannot be updated once the item has been delivered" and then it kicks you back to the main screen. BUT CLICK THAT 1st BUTTON ANYWAY
SO
in the case where the tracking number was NOT already entered, that would be when it is entered
the system will not allow you to enter one otherwise, at least not on that 1st button.
The 2nd step in either case is then to go to the 3rd button and kindly inform the buyer that the tracking number shows it was already delivered on xx/xx/xxxx (presuming it was in fact delivered already)
and that is it, then the buyer may respond, "well it's not there" yada yada
AT THIS POINT it is simply a matter of being kind to the seller, they are understandably upset, in which case I normally just advise that they reach out the carrier asap, the carrier has a gps scanner that shows the time/date/location of the delivery scan and if there was a mistake then now is the time to catch it while the delivery was fresh in there mind. Or check to see if anyone else in the household retrieved it already or if it is tucked behind a corner out of public view, or if a apt complex check to see if it was left with a manager, front desk, etc.
that is all you can do, I have never lost a INR case ever doing the exact method above, as long as the tracking showed delivered to the address/zip provided by ebay. and I have a sold A LOT obviously way more than 15,000 items since only a fraction of buyers bother to leave feedback.
what happens next is about 10 business days later is the INR case is closed automatically because, there has been no activity and "tracking shows item was delivered". If you keep messaging that 10 day timer keeps resetting.
the tracking number showing delivered (correctly) is the linchpin, there is no proof otherwise no matter what the buyer says. ebays decision in the matter is SOLELY based on that tracking number showing delivered correctly.
if they leave a negative/neutral/positive-negative saying I never received anything yada yada that feedback is eligible for removal
the middle button -refund the buyer is 100% optional IF the item was delivered already, otherwise it then becomes a timed case where it remains to be seen if the item is delivered or not, you can usually reach out to ebay and request a extension of the time if the package is in limbo and they make give you another week/10 days or whatever it can vary depending on the CSR if memory serves me right. In that situation I advise to refund if the item has not been delivered before the case times out because if not then I believe it becomes a ding for ebay having to intervene (but I could be wrong, i just refund before it times out just in case). Also new rule about that (now or coming soon) if the item is later delivered, you can get your money back from ebay, those details I do not know I have not had to do it as of yet
gurlcat
OP11 months ago@babyers88 @toomuchstuffagain35 It sounds like you both are describing something I wasn't aware of (nor was anybody in that thread apparently, or at least the first several replies I read).
If yall are right, then it seems the only kind of INR that requires pasting in the tracking number is when the item is still in transit -maybe running late, maybe not, but anyway the buyer has gotten antsy about it and the seller MUST respond or lose the case. If I recall right, what is usually on the next screen after 'update the tracking' is a bar where it shows the tracking already there but in gray numbers, and I think you still just paste the numbers on top .... or maybe just click 'update'?
DANG IT I wish @wastingtime101 wasn't doing something better with his time. 🤣 He knows this topic well.
babyers88
·11 months ago@gurlcat I am pretty sure it has changed from how it used to be, but it's been a long time. There was a time it asked for a tracking number and it was not as integrated as it is now.
They also made an announcement in the July seller update that tracking information was going to be better and that it should help reduce INR cases, I think the usps and maybe others are updating how tracking is done and ebay is just following suit. but I honestly have not seen any significant difference if any difference at all thus far
gurlcat
OP11 months agoHere's what I don't understand. Why does eBay even give buyers the ability to open INR's for items with Delivered tracking (especially if the seller purchased the label through eBay, then eBay knows it had the right address)?? After delivery if the buyer's contact should be USPS or whatever, not eBay.
By enabling them to open INR's on those, all it does is set up an inexperienced seller to respond incorrectly or not at all, when they only did exactly as they were supposed to at shipping time. Oh and by the way, a lot of times the buyer incorrectly choose INR when they should have filed 'Missing items' or 'Received wrong item'. So it sets them up for disappointment too! The whole INR complaint should just disappear from the options after the delivery scan! EDIT: Same with request to cancel, after the Accepted scan, but that's another thread I guess. 😂
babyers88
·11 months agoin essence IF the tracking shows it was delivered then they should probably be directed to contact the carrier, but that's not the entire story, sellers do make typo's and other misc mistakes so, it is what it is.
Instead the seller is required to follow up
powell-collectibles
·11 months agoThis is the part that eBay does not explain, let alone explain well. It would be great to have a little prompt that tells the seller to recheck the tracking number, re-enter if correct, correct if wrong. I’ve had plenty of purchases where the seller fat fingered the tracking number.
mam98031
·11 months agoThat is an important note to make. Buyers are allowed to open an INR even when the tracking shows delivered because there may be more to the story other than the tracking shows delivered.
We have far too many sellers that are scamming buyers by shipping something to the buyer in the same zip code, but not to the buyer that paid for the item. This scam seems to be growing and likely will get worse during the holiday season sadly.
toomuchstuffagain35
·11 months agoI have one right now AS A BUYER where the order was made Sept 27 and the label was created the same day and tracking STILL shows USPS awaiting package and I STILL have no option to open an INR until the 8th of October.
gurlcat
OP11 months agoWell you're highlighting one of the reasons the whole topic of INR's gets confusing, because there are basically 2 different kinds:
The kind this thread is about, where there is already a Delivered scan but the buyer says it wasn't delivered to them.
The kind you are talking about is where it's still in-transit but taking excessively long.
I think this may even make a difference in how the seller can respond to the case, on screen that comes after 'Update tracking details'.
toomuchstuffagain35
·11 months agoExcept that mine clearly is NOT 'in transit', it hasn't even reached the PO yet. Maybe buyers should also be given the same option to 'enter a tracking update'? Oh wait, I can't do that because I don't have the option to open an INR yet. lol
This was an order for a sizeable amount of $$ and I even gave the seller an "out" and told them if in fact they have oversold this item please let me know so we can cancel as buyer requested and get me a refund sooner rather than later, and STILL no response. So yeah, given that, I'm getting a little salty here.
Oh, and the best one I've had as a seller was "It's not here and that's not my address and where's my refund?" ALL in the same message mind you.
toomuchstuffagain35
·11 months agoI haven't had too many but when I did and the tracking showed delivered, ebay wouldn't LET me enter the tracking again. But then another time it did.
richard1rst
·11 months agoYep, I've had a few of those conversations. Eventually the OP says "that eBay already "has" it" so they don't see the need to give it to them "again".
gurlcat
OP11 months agoExactly. So what I'm saying is, we need to anticipate that they have that misconception in their mind, and address it preemptively, rather than eventually.
Something like, "Even though this transaction already has your tracking number, you will need to copy and paste it into the INR case. I know it seems redundant, but it's necessary." -and then proceed to tell them to click the "Update tracking number" even though it's not a true update.
luckythewinner
·11 months ago"Update tracking number" is not an option on the screen.
"Update tracking details for the buyer" is an option on the screen.
If the goal is clarity, getting the name of the option right would also be important 🤔
gurlcat
OP11 months agoYes thank you.