New Seller Metrics - Item not received

[becksrelics]

Hi again and thanks for answering my other question...

This has me confused too , clarification please, thanks! " What is an "item not received" request?

Buyers are provided estimated delivery dates for purchases on eBay. When buyers contact sellers to ask where their item is after the estimated delivery date has passed or after tracking shows an item was delivered but was not received, an "item not received" request will be created.

[jordiegreenberg]

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@becksrelics wrote:

Hi again and thanks for answering my other question...

This has me confused too , clarification please, thanks! " What is an "item not received" request?

Buyers are provided estimated delivery dates for purchases on eBay. When buyers contact sellers to ask where their item is after the estimated delivery date has passed or after tracking shows an item was delivered but was not received, an "item not received" request will be created.

@hi @becksrelics:  There are situations where the tracking shows an item was delivered, but the buyer does not have the item. This involves items delivered to the wrong address or package was sent back to the post office. The buyer does not know where their item is so they ask the seller for help.

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[mgogo1960]

So ... If tracking shows delivered and buyer says it was not delivered, we as sellers are now responsible for getting a new item to the buyer?  Even Amazon does not have this rule.  If you purchase a label on Amazon and buyer says item not received, Amazon auto closes the request/case automatically. 

[nunubear07]

Can you provide clarification eBay?  Even with Amazon labels we are protected if it shows delivered.  What are we the seller supposed to do it the "buyer" says it was not delivered?  Are we now on the hook to replace or refund even though it shows delivered?  Is ebay really going to set us sellers up to be scammed in that way?  Giving buyers yet another way to scam the system?  

[the_fancy_fox]

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@jordiegreenbergwrote:

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@becksrelicswrote:

Hi again and thanks for answering my other question...

This has me confused too , clarification please, thanks! " What is an "item not received" request?

Buyers are provided estimated delivery dates for purchases on eBay. When buyers contact sellers to ask where their item is after the estimated delivery date has passed or after tracking shows an item was delivered but was not received, an "item not received" request will be created.

@hi @becksrelics:  There are situations where the tracking shows an item was delivered, but the buyer does not have the item. This involves items delivered to the wrong address or package was sent back to the post office. The buyer does not know where their item is so they ask the seller for help.

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And exactly what does a seller need to do to avoid a black mark against them? Just respond and give the buyer a tracking number? Refund? What exactly are we supposed to do? Help them find it? Get on a plane and go look in the buyers bushes? Add signature delivery to every shipment? WHAT?

[kensgiftshop]

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@mgogo1960wrote:

So ... If tracking shows delivered and buyer says it was not delivered, we as sellers are now responsible for getting a new item to the buyer?  Even Amazon does not have this rule.  If you purchase a label on Amazon and buyer says item not received, Amazon auto closes the request/case automatically. 

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If tracking shows the package has been delivered, and they say they don't have their package, buyer needs to contact the carrier to find out where they delivered the package.

As long as tracking shows the package was delivered, the seller has done their job.

[mgogo1960]

Not what it says in the update ... 

 Buyers are provided estimated delivery dates for purchases on eBay. When buyers contact sellers to ask where their item is after the estimated delivery date has passed or after tracking shows an item was delivered but was not received, an "item not received" request will be created. You can view your "items not received" requests in the resolution center.

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@kensgiftshopwrote:

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@mgogo1960wrote:

So ... If tracking shows delivered and buyer says it was not delivered, we as sellers are now responsible for getting a new item to the buyer?  Even Amazon does not have this rule.  If you purchase a label on Amazon and buyer says item not received, Amazon auto closes the request/case automatically. 

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If tracking shows the package has been delivered, and they say they don't have their package, buyer needs to contact the carrier to find out where they delivered the package.

As long as tracking shows the package was delivered, the seller has done their job.

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[mgogo1960]

Buyers are provided estimated delivery dates for purchases on eBay. When buyers contact sellers to ask where their item is after the estimated delivery date has passed or after tracking shows an item was delivered but was not received, an "item not received" request will be created. You can view your "items not received" requests in the resolution center.

[kensgiftshop]

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@mgogo1960

I haven't read the new update yet, but unless they have changed item not received case, it's still the same.
Buyer says tracking shows the package was delivered but they didn't get it.
It could have been delivered somewhere else, stolen after it was delivered.
Buyer files an Item Not Received case in the resolution center.
Seller responds to the case and uploads the tracking number showing it has been delivered.

[jordiegreenberg]

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@mgogo1960 wrote:

So ... If tracking shows delivered and buyer says it was not delivered, we as sellers are now responsible for getting a new item to the buyer?  Even Amazon does not have this rule.  If you purchase a label on Amazon and buyer says item not received, Amazon auto closes the request/case automatically. 

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Hi @the_fancy_fox @mgogo1960 @nunubear07: Thank you for your questions. We noticed you all had a similar question. There is no change to the requirements. When an item has not arrived, it is the seller's responsibility to ensure the item reaches the buyer. These instances where another item needs to be shipped to the buyer are infrequent. When you upload tracking, the buyer can follow the item's delivery and you will be protected in your performance evaluation.

[the_fancy_fox]

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@jordiegreenbergwrote:

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@mgogo1960wrote:

So ... If tracking shows delivered and buyer says it was not delivered, we as sellers are now responsible for getting a new item to the buyer?  Even Amazon does not have this rule.  If you purchase a label on Amazon and buyer says item not received, Amazon auto closes the request/case automatically. 

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Hi @the_fancy_fox @mgogo1960 @nunubear07: Thank you for your questions. We noticed you all had a similar question. There is no change to the requirements. When an item has not arrived, it is the seller's responsibility to ensure the item reaches the buyer. These instances where another item needs to be shipped to the buyer are infrequent. When you upload tracking, the buyer can follow the item's delivery and you will be protected in your performance evaluation.

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So if there is no change, why is it part of the spring update? As is if a buyer opens a case and a seller does not resolve the case they get dinged on performance.  What is different?  The Spring Update says:

"When you sell an item and the buyer notifies you that they have not received their item, or that it was not as described, your seller performance standard rating may be affected if you do not resolve the buyer request in a timely manner."

Is the notification restricted to them opening a case, or is it even if they email you? What if they open a case and never ask ebay to step in?

[dhbookds]

@jordiegreenberg

What people are asking is WHAT DO WE DO with a "item not received" request. 

Just answer it with "check with family, neighbors, PO"?   On what basis is it closed?  Are we responsible if the item is NEVER found, even tho tracking shows delivered?    Buyer has to mark it/we just answer?????  If this could impact our selling status......we need concrete information about what we are supposed to do............

[jordiegreenberg]

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@the_fancy_fox wrote:

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@jordiegreenbergwrote:

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@mgogo1960wrote:

So ... If tracking shows delivered and buyer says it was not delivered, we as sellers are now responsible for getting a new item to the buyer?  Even Amazon does not have this rule.  If you purchase a label on Amazon and buyer says item not received, Amazon auto closes the request/case automatically. 

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Hi @the_fancy_fox @mgogo1960 @nunubear07: Thank you for your questions. We noticed you all had a similar question. There is no change to the requirements. When an item has not arrived, it is the seller's responsibility to ensure the item reaches the buyer. These instances where another item needs to be shipped to the buyer are infrequent. When you upload tracking, the buyer can follow the item's delivery and you will be protected in your performance evaluation.

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So if there is no change, why is it part of the spring update? As is if a buyer opens a case and a seller does not resolve the case they get dinged on performance.  What is different?  The Spring Update says:

"When you sell an item and the buyer notifies you that they have not received their item, or that it was not as described, your seller performance standard rating may be affected if you do not resolve the buyer request in a timely manner."

Is the notification restricted to them opening a case, or is it even if they email you? What if they open a case and never ask ebay to step 

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@the_fancy_fox  The new seller metrics won't affect your seller performance standards evaluation or rating, so no changes there. However, sellers with low rates of requests for "items not received" and returns for "items not as described" relative to sellers offering similar products can receive more listing visibility.  So we want to share and summarize this information for sellers. 

The new metrics will show any transaction where a buyer has opened a case requesting help for items not received or returns for items not as described. These case types align with those considered in seller performance standards, but will also reflect cases that are resolved by you. 

[jordiegreenberg]

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@dhbookds wrote:

@jordiegreenberg

What people are asking is WHAT DO WE DO with a "item not received" request. 

Just answer it with "check with family, neighbors, PO"?   On what basis is it closed?  Are we responsible if the item is NEVER found, even tho tracking shows delivered?    Buyer has to mark it/we just answer?????  If this could impact our selling status......we need concrete information about what we are supposed to do............

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@dhbookds 

These situations are rare, but when they happen it's best to help your buyer as much as possible.  For example, check that it was sent to the correct address, and contact the shipping carrier to report the package as missing.

The cases don't impact your selling status, and they impact all sellers equally rarely.  When you upload tracking and it shows the item delivered to the ship address provided by the buyer at checkout, you are also protected in Money Back Guarantee.  So you won't be found at fault in a way that impacts seller performance standards.

[the_fancy_fox]

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@jordiegreenbergwrote:

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@the_fancy_foxwrote:

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@jordiegreenbergwrote:

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@mgogo1960wrote:

So ... If tracking shows delivered and buyer says it was not delivered, we as sellers are now responsible for getting a new item to the buyer?  Even Amazon does not have this rule.  If you purchase a label on Amazon and buyer says item not received, Amazon auto closes the request/case automatically. 

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Hi @the_fancy_fox @mgogo1960 @nunubear07: Thank you for your questions. We noticed you all had a similar question. There is no change to the requirements. When an item has not arrived, it is the seller's responsibility to ensure the item reaches the buyer. These instances where another item needs to be shipped to the buyer are infrequent. When you upload tracking, the buyer can follow the item's delivery and you will be protected in your performance evaluation.

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So if there is no change, why is it part of the spring update? As is if a buyer opens a case and a seller does not resolve the case they get dinged on performance.  What is different?  The Spring Update says:

"When you sell an item and the buyer notifies you that they have not received their item, or that it was not as described, your seller performance standard rating may be affected if you do not resolve the buyer request in a timely manner."

Is the notification restricted to them opening a case, or is it even if they email you? What if they open a case and never ask ebay to step 

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@the_fancy_fox  The new seller metrics won't affect your seller performance standards evaluation or rating, so no changes there. However, sellers with low rates of requests for "items not received" and returns for "items not as described" relative to sellers offering similar products can receive more listing visibility.  So we want to share and summarize this information for sellers. 

The new metrics will show any transaction where a buyer has opened a case requesting help for items not received or returns for items not as described. These case types align with those considered in seller performance standards, but will also reflect cases that are resolved by you. 

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"However, sellers with low rates of requests for "items not received" and returns for "items not as described" relative to sellers offering similar products can receive more listing visibility.  "

So what happens if all those items not received requests show up as being delivered? Will a seller be potentially penalized with listing visibility just because a buyer inquired about where his purchase is when tracking shows that it was delivered? Just the request alone will trigger this?

I understand in relation to other sellers but the potential here for competing sellers to bury their competition is great.