Buyer opened INR case, Tracking updates continously

[akta01workshop]

Hi all!

I need advice!

I am a seller on ebay.com.

I sent a tracked package to the US from europe.

The buyer opened a case, because the item is not arrived in time.

The 7 days in the case runs out, but the package's tracking is updating, and the package is keep going in the buyer's direction. What is the correct way to handle this situation?

I have to refund, or if the buyer escalates the case, ebay will appreciate that the package will arrive soon?

Any help is more than welcome 🙂

[inhawaii]

What was the ship date?

What was/is the estimated arrival date?

When did the buyer file a INR case?

[akta01workshop]

Shipped on jan 2, estimated was around feb 2 (where can I find the estimated date?), case opened on feb 11. 

The package is 10 miles away from the buyer yet. Tomorrow the buyer can escalate the case. Will ebay appreciate the continously updating tracking? Last update was this morning.

[bearswatching]

I think if the package shows movement you can call EBay and get an extension. What I don’t know is at what point you call...now or when it is overdue . Anyone?

[erkosuniverse]

track it on usps.com and take screenshot,send it to buyer through message system

Also open a "package research case" on usps.com,it requires buyer address your address,etc small information,this will help your case

Hope You do well with this

[erkosuniverse]

the package i was told must show updated movement within the last 10 days,that is what i was told,this prevents escalation on buyers end

[akta01workshop · Accepted solution]

Official info from ebay: 

"Hi there, if the buyer escalates the case and we see that there is movement, we will place the case on hold to give it more time to get to the buyer. ~Tania"

[akta01workshop]

Thank you fro your reply, but it was not answer to the question 🙂

The question was: when the buyer escalates the case, will ebay wait a bit longer before refund, if the tracking shows fresh updates?

The answer is straight from the ebay support:

Hi there, if the buyer escalates the case and we see that there is movement, we will place the case on hold to give it more time to get to the buyer. ~Tania