Using Resolution Center As a Buyer - Incorrect Information About Opening a Case

[somanypostcards]

I opened two Resolution Center Requests for items not received after reading "Using the Resolution Center as a buyer."  It says:  "If you’re not satisfied with the seller’s response, or if the seller doesn’t respond within 3 business days, report it to us within 21 business days of opening the request, and we’ll help."  It goes on to tell you how to do this by 1) going to the Resolution Center, 2) finding your request,  3) selecting See details, and 4) select Ask eBay to step in.

Imagine my surprise when both requests were closed in my favor even though I had NOT asked eBay to step in.  I called Customer Support to let them know I knew I would get my items so I did NOT want eBay to step in.  She said the cases were closed because the seller hadn't provided a tracking number.  I replied that I was also a seller, and postcard sales were often mailed in first class letters where tracking was not available.  I said I did get the items the day after eBay issued refunds on both requests that I did NOT ask eBay to step in on.  I said the information about a buyer opening a case did not mention that eBay could open a case if there was no tracking.  

Also, when I look at the case details, it says I opened a case on June 30 and the case was resolved on June 30.  However I never opened a case.  I never asked eBay to step in.

I am upset because this causes the seller to get two strikes for not resolving a request opened by me, a buyer.

[rebell45]

I'll take a shot, not sure if it's what happened but my guess.

First though, you said: I opened two Resolution Center Requests for items not received . Then you said: However I never opened a case. Which is it?

If you opened the cases, had the estimated delivery dates passed? Also, did the seller mark the items as shipped?

If the estimated delivery date had passed, and the items weren't marked as shipped, and there was no tracking #, eBay may have just automatically refunded you.

No tracking number = no seller protection in INR cases.

[somanypostcards]

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@rebell45 wrote:

I'll take a shot, not sure if it's what happened but my guess.

First though, you said: I opened two Resolution Center Requests for items not received . Then you said: However I never opened a case. Which is it?

If you opened the cases, had the estimated delivery dates passed? Also, did the seller mark the items as shipped?

If the estimated delivery date had passed, and the items weren't marked as shipped, and there was no tracking #, eBay may have just automatically refunded you.

No tracking number = no seller protection in INR cases.

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In the Resolution Center when you open a request, eBay is NOT involved.  You have to explicitly ask eBay to step in and help for the request to become a case, and eBay is involved in deciding the case in either the buyer's  or seller's favor.  The items were marked as shipped though their delivery dates were past.  There was a tracking number, but it was not provided to eBay or the buyer.  The point I am trying to make is that the Resolution Center instructions for buyers opening a request indicate that it is only the buyer that can cause the request to become a case by asking eBay to step in and help.  However, in these 2 instances eBay appears to have turned the requests into cases without any action from me, the buyer.  The reason given was that eBay did not have tracking numbers.  eBay also "fudged" and said I opened both cases, which I DID NOT!  I knew the seller and that the postcards were in the mail.

[vacheron_nl]

Having the same issue; all buyers asked me what had happend and eBay CS is not even willing to look into my defects as there is no tracking. One did arrive, see the response of the buyer in my thread.

https://community.ebay.com/t5/My-Account/Spring-update-NOT-rescheduled-2-cases-automaticly-closed/m-...

It makes me re-think my shipping to the USA; all needs to be registered. And with the small items we sell in the niche market we are in.....I dropped below standard because of this in the USA and worse; eBay rescheduled this effect according to the Seller Hub news!

[somanypostcards]

The Spring Seller update says:  
"In addition, we may decide a case in a buyer’s favor without requiring the buyer to contact eBay if tracking that proves shipment of the item was not provided by the seller within 3 business days after an “Item not received” case was opened."

So that's what happened - ugh.  At a minimum eBay MUST include this information in "Using the Resolution Center as a buyer." 

As a buyer I will never again use the Resolution Center for an INR.  Instead I will work directly with the seller, as I do NOT way eBay to issue defects to sellers who are working to resolve this problem in good faith.

[1tuna]

if you open a case for item not reeived and there was never any tracking then you will win the case autoamtically

ebay states that all items need to have tracking,if you ship wihtout tracking  and a case is opend then its too late to add tracking by this time since you are already disqualified from the MGB agrreement

[somanypostcards]

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@1tuna wrote:

if you open a case for item not reeived and there was never any tracking then you will win the case autoamtically

ebay states that all items need to have tracking,if you ship wihtout tracking  and a case is opend then its too late to add tracking by this time since you are already disqualified from the MGB agrreement

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What does MGB mean?  

Actually eBay states that all items need to have tracking to qualify for Seller Protection if an item is not received.  Lots of sellers use First Class Letters which do not have tracking to mail low cost items.  This is NOT against eBay rules, and the seller is willing to take the occasional loss to use low cost shipping which benefits both buyers and sellers.

When a buyer goes to the Resolution process, the buyer can check one of two choices:  1) I want the item or 2) I want a refund.  If the buyer does NOT check "I want a refund," why would eBay automatically issue a refund?