Buyer Opened Item Not Received Case…

[fashpoetic]

I’m relatively new to selling on eBay, so hopefully someone can help calm my nerves. I had a buyer win an auction for a jewelry lot. It went for $110.00 on July 19th, and when several days passed (about 4-5), I messaged the buyer even though eBay already sent a few reminders automatically, as it does. The buyer wrote back that they were super sorry and said they won’t be able to pay for the lot for another 8 days. They  offered an extra $15 on top of everything for me to hold it, so I obliged. I finally received payment on July 29th, also a Friday. I put three days shipping and handling on all my items, and since the weekends don’t count, I got the shipment out on Wed, Aug 3rd, which was within my three day promise. Fast forward to today, Aug 7th, it’s now been a total of 2 business days the package has been out, and 5 business days since the payments been received. She didn’t message me, but decided to open an ‘item not received’ case, freezing all my payouts and putting me in the negative. With it only being two days since shipping, she shouldn’t have been able to open an item not received complaint but because I gave her a long time to pay, it messed up the auto generated expected delivery days in eBay’s system, giving the impression the item SHOULD have been delivered had she paid on time. The message she wrote with the case was, 

“iv waited long enoughy for this order. . this item has been in your state all week. I want a refund sorry”. the item shows it’s in HER state, and it should be delivered on Monday (tomorrow). 
ebay says it will close the case in my favor once it’s delivered but will she be able to return the item because it didn’t get there early enough when I don’t allow returns unless the item isn’t as described? How do I avoid people like this in the future? Thanks. 

[monica-sells]

It's getting late here, so I have to be quick, but I am sure some others can chime in....

First..if you received an INR norice from ebay regarding this order, just reply with what they requested (the tracking number)

they will usually give you an extra day or 3 once they see it is in route.....

do not interact with the customer regarding refunds, promises, etc.........

only do what ebay says to do....follow the protocols

there are other threads here that should help you...use the search.....

if the tracking is active, AND it is in fact an Item Not Received complaint...you should prevail

the negative amount is because those are in real-time, and will be offset eventually with your earnings once its credited....

[duncanvr]

Sounds like a scammer she is trying to get the item for free, make sure you upload tracking in the INR case do not refund her. Remind her that she paid late and you only ship when payment is made. Also I would block her id. Once you uload the tracking in the case call ebay and see what they say. Don't hold shipments longer than the 4 days. If they have not paid in 4 days cancel the sale, buyer hasn't paid, block their id. Option two is contact the post office and get them to stop the shipment and bring it back to you in case she is trying to scam you and still block her in the meantime. Did you check her account feedback where it says feedback left for others? I wonder if she has neg'd other sellers.

[katzrul15]

Buyer can receive the item and file a SNAD (not as described) but e-Bay will ask the Buyer to return it to you if you respond timely to a claim.

No return policy, unfortunately does not mean no refunds.

Please BBL this Buyer and report them from the Transaction view.  Good luck!  Hopefully, it delivers tomorrow.

[albertabrightalberta]

The transaction should show the date she paid which was later than it should have been. Were the communications from the buyer requesting extra time all done through ebay? 

Does tracking show the date it was mailed and is that date shortly after payment? 

My suggestion is to respond to the case with the tracking number and in the comments, state, "buyer requested extra time to pay, finally made payment on (date), item shipped on (date) and tracking shows delivery expected on August 8. Not sure why buyer is opening a case so quickly after her late payment." 

The buyer will see your response and once tracking shows delivery (tomorrow), you should be able to get the case closed. 

Do NOT communicate with the buyer. Communicate ONLY through the dispute.

[femmefan1946]

And in future, if the payment is late, start the eBay Claim.

You can set up your listings to open automatically after 96 hours unpaid.

These now open and close on the same day, no extension of payment time.

With credit cards there is no reason for a buyer not to pay on demand.

If he can't qualify for a credit card, he can't afford to buy online.

I'm not anybody's bank.

[luckythewinner]

ebay says it will close the case in my favor once it’s delivered 

If eBay closes the INR in your favor, the case is closed. 

but will she be able to return the item because it didn’t get there early enough when I don’t allow returns unless the item isn’t as described? 

She will not be able to return it "because it didn't get there early enough". If you win the INR dispute, your buyer is not awarded any "special" return rights because of when it arrived. 

But generally speaking, any buyer can force a return on any item by filing a fraudulent SNAD dispute. That is true regardless of when it arrives. 

[kensgiftshop]

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@fashpoetic wrote:

With it only being two days since shipping, she shouldn’t have been able to open an item not received complaint but because I gave her a long time to pay, it messed up the auto generated expected delivery days in eBay’s system, giving the impression the item SHOULD have been delivered had she paid on time.

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Your handling time doesn't start until the buyer pays.

If they paid on the 29th, that's when your handling time starts.

What was the estimated delivery date Ebay gave after they paid?

[lakefor94]

Unless it shows as "out for delivery" a package intercept could be filed.

[soh.maryl]

What does tracking show?