eBay Standard Envelope marked as delivered, customer claims they never received it

By now its been over a week and the buyer claims that there envelope has yet to arrive. They've opened an INR case and which I'm happy enough to process them the refund, given it says delivered, I presume that there is no way for me to open up a claim and get the money back. Do I just eat the loss or does the customer? Not sure what to do it situations like this.

firefoxtcg

724 View listings

Posted 8 months ago·Last reply 8 months ago

2 comments

bdmh-enterprises

·8 months ago

4873 View listings

With ESE, if the buyer files an INR when there's a delivery scan and you send them a refund, you can still file a claim with the insurance.

My rule on these is if the buyer messages and is polite and believable, I refund and collect the insurance. If they go straight to INR or are rude at all, I confirm tracking and win the case.

buyselljack2016

·8 months ago

107 View listings

@firefoxtcg

ESE "delivered" scan is done at a processing facility before reaching the buyers PO. Does not mean it actually got delivered.

Refund the buyer within the allotted time.

after a30 days eBay will allow you to open an "eBay" insurance claim to be refunded for the selling price.

scroll down on the page

https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-standard-envelope?id=5308&st=3&pos=1&query=eBay%20standard%20envelope&intent=ebay%20standard%20envelope%20insurance%20claim&lucenceai=lucenceai&docId=HELP1689