Hello,
Currently the system is allowing users (buyers) to open Item Not Received cases after the order already shows delivered through the tracking information attached to their orders.
This is a major issue, as it leaves a loophole open for false claims/fraudulent activity by buyers that want to misuse returns/abuse policies.
The system should prevent buyers from opening an item not received case through eBay if it already shows delivered.
I'll go a step further and suggest that these cases should also not be available if the item was shipped on-time by the seller and is still in transit with movement activity by the courier within the last 7 calendar days. If the seller has done everything they were expected to do, they can't be held accountable for courier delays/mistakes.
Once an item is delivered, the only "Item Not Received" assistance eBay should allow/suggest is a lost package research claim that eBay can help the buyer initiate through the applicable courier.
In the meantime, until this technical issue is fixed, EBAY REPS NEED THE ABILITY TO CLOSE OUT CASES WITHIN THE 3 BUSINESS DAY PERIOD. Both Sellers and eBay are losing money by deprioritizing sales/stores in the algorithm for sellers that have open cases. In this instance, these cases shouldn't even exist but are negatively impacting everyone.
For legit "Item Not Received" cases (i.e. order was paid for by the buyer and the item never got shipped by the seller, which is very rare), please stop asking the seller to manually input tracking and courier information when it's already housed within the order details. This should only be asked for when the item hasn't already been shipped with tracking info. Why has this small element not yet been fixed? It is quite simple via programming to pull in the tracking # and the courier information from the order details that are already present. Asking a human to do this manually leaves opportunity for error, or they may forget to do it. You already connect the Case ID to the Order # and the Item # in your system - utilize those pathways to pull in the tracking information for both the buyer and the seller. I feel the fact that this element is missing is contributing to the glitch that's allowing "Item Not Received" cases to be opened even after delivery, because this portion of your site isn't able to see the status of the order as already "Delivered." Once fixed, we can eliminate the ability to open these cases as a false claim.
