Buyer opened INR

[epicnova]

My first of many I am sure so looking for guidance on the best way to handle this issue now and in the future:

Buyer opened INR and I purchased shipping from eBay and the tracking number is already in the system. The item shows it was delivered well before expected arrival time. 

What are the next steps?



Do I send the buyer a message stating that according to USPS the item was delivered on Feb 12th to your front porch?

After sending the buyer a message what would happen next?

[1786davycrockett]

@epicnova 

As the email from eBay requests, enter the USPS tracking number on the form sent to you by eBay -- even though you might believe that eBay already HAS this information, go ahead and enter it AGAIN -- seems like eBay's right hand doesn't know what eBay's left hand is doing!

After you have entered that tracking information, there is an empty block in which you can send the buyer a message.  All you have to do is state exactly what you have already stated to us:  "According to USPS tracking, your item was delivered on February 12 to your front porch," and add the time of day of the delivery, which is also on the USPS tracking form.

If you do all of the above, you should win any INR case made by this buyer, although your buyer may contact you over and over again with the same message, until eBay closes the case in your favor.

Good luck!

[frodobagginskennedy]

no you need to reenter the tracking number in the INR case.  If it shows delivered E Bay will close out the case in your favor.  NOW remember the buyer can open a case through their credit card if that is how they paaid.  Usually they have 6 months on the credit card to file a case.  If they do come back and we will tell you how to handle that issue.

[jerseyboymusic]

@epicnova 

Enter the tracking number to the INR

ALSO, on the INR, I copy and paste the tracking summary detail

I then type in the following "This item was delivered XX/XX/XX at XX:XX (time) on (front porch)

[epicnova]

@1786davycrockett , @frodobagginskennedy you say re-enter the tracking number it eBay will not let me. 

I sent the message explaining it was delivered and left on front porch, now I guess it is just a waiting game. 

I am surprised that since I can't change the tracking number eBay didn't go ahead and close out the ticket since they can clearly see it was delivered before they INR was submitted.

[frecklesfinery88]

Just enter the information you have from USPS. Tracking, where it was delivered , the date and time. That is all you have to do. Let is go through eBay after that. Yes, they can file with the Credit card they paid with. But, you have done all you need to at this point. If they do threaten you for a refund. Let eBay know and they will take care of it.

Best Wishes.

[jonathanbrightlight]

Yeah, that's the new way of handling INR claims, though either not everyone sees the same thing or else some people haven't had to deal with one in a while.  The instructions to enter the tracking number are no longer applicable, though sending it as a message (through the case) to the customer isn't a bad idea just in case.  I think you've done all you need to do at this point from what you described.

[pickapaper]

If the buyer comes back and says they did not get the package, even though tracking says they did, politely tell them they should check with family members and neighbors to see if someone might have picked up and laid it aside.  They can also check with their post office because the po has internal information about exactly where the package was delivered.  If it was stolen by a porch pirate, that is not your fault.

Since the package shows delivered and when you enter the tracking info eBay asks for, you should be covered. Unless, as mentioned above, the buyer files with their credit card company.  In that case, since you do have confirmed tracking delivery, you have the tool to fight that. 

[1786davycrockett]

@epicnova 

"I am surprised that since I can't change the tracking number eBay didn't go ahead and close out the ticket since they can clearly see it was delivered before they INR was submitted.

That's not how eBay works (or doesn't work!) -- the right hand doesn't know what the left hand is doing -- that's why you have to enter the tracking number on a separate eBay dispute form.

Did you possibly enter an incorrect tracking number, rather than the EXACT tracking number?  It's easy to get the numbers mixed up!