Can anything be done after INR case is closed?

[andreyprince]

Sold item to buyer, the item got lost in the USPS system for a while. Buyer contacted me after about a week and started calling me a scammer and accusing me of not shipping the item. I apologized for the long wait and said tracking shows its still on the way. 10 days after the item was shipped the buyer opened an INR case, I had to do something so I refunded the buyer. 5 days after I refunded, the item was delivered. And then to top it off the buyer left me neutral feedback after getting the item for free. This is something that cost over $100 and cost me $40 for shipping. 

I contacted the buyer, but they are not responding. Is there anything that can be done? Why isn't Ebay responsible for refunding the buyer when I did everything right and the post office was just late in the delivery. It's Ebay's policies the reason I had to send they buyer a refund before the item could be delivered. Can Ebay make the buyer send me the money back? Or can Ebay cover this? 

Never had a situation like this before. 

Thanks!

[bonjourami]

Sorry this happened to you, but Ebay does not cover the shippers mistakes. They also have no way to force the buyer to pay you.

[714ricki]

As long as their on line proof of the delivery at your buyer's address, then you can open up an appeal in ebay.

Appeal the outcome of a case as a seller | eBay

Good luck!

[fashunu4eeuh]

This was a tough situation. Sorry the buyer is not honest. Have you offered him a postage-paid mailing label to return the item? Remember, it is not his fault the item was late. In such circumstances, satisfying the buyer needs to be a priority.

For future reference, as soon as the buyer contacted you, an effort to reassure him he’d get the item or a refund without a hassle should be emphasized, while ignoring the namecalling and always remaining cordial. The day after the estimated delivery date, i would have voluntarily refunded the buyer and used USPS package intercept to redirect the undelivered item back to you. (See link)

https://www.usps.com/manage/package-intercept.htm#:~:text=For%20a%20fee%2C%20USPS%20Package,for%20de....

[robbie31415]

I see people recommend this, but if you look at the link you provided it says,

"

• Tracking details showing the buyer received the item before the case was closed. If the order's total cost (total of item(s), shipping and tax) is $750 or more, signature confirmation is require

"

Do you have any reference to policy that you can appeal when the item is delivered after it is closed?

More curious in case I run into similar situations in the future, thanks.

[bonjourami]

Yes, Ebay always demands new evidence in these appeals,usually there isnt any,and the appeal is quickly closed. But I wish the op good luck.

[albertabrightalberta]

@andreyprince 

The seller's neutral feedback actually makes you look like the kind of seller we all want to buy from and we all want to be!  Why it's a neutral, I don't get it. 

This is a case in which a feedback revision request might get her to change it but first you should email the buyer and ask if she'd be willing to revise it. 

[andreyprince]

I tried to do this, didn't let me. This looks like its for when Ebay had to step in. I refunded the buyer myself.

[andreyprince]

Thank you!

I don't want to contact they buyer anymore lol because of all the name calling I got in messages. I'm afraid feedback will be revised to a negative or something.

Thank you all for the suggestions and advice. 

[albertabrightalberta]

No, if she agrees to a revision, it has to be an upgrade.

[andreyprince]

Thanks! I didn't know that. 

[dbfolks166mt]

     A lot of the problem in the situation you describe has to deal with eBay's policy and the fact that they think they have something to do with the logistical process when in fact they do not. EBay does make provisions at times for delays when there are disasters or situations where delivery may be impacted such as weather, fires or the pending postal strike in Canada. EBay is not going to refund the buyer since the logistic issues really are not their problem and at this point eBay probably considers the issue closed from their perspective. 

     I have dealt with situations like this both as a buyer and a seller and a lot is dependent on your interaction with the other party. Unfortunately it doesn't sound like yours started out well. As a seller I have dealt with delays and lost packages by communicating with the buyer regarding what may be impacting the delivery and provided status reports from USPS on missing mail requests I have opened. I have issued refunds to buyers and in several cases when the item arrived worked with buyers to have them repay me directly through some form of electronic payment like PayPal or they have sent me a check. I have also walked a few sellers through starting an insurance claim with USPS since either the sender or the receiver can initiate a claim. 

     As a buyer I fully understand and am quite aware of shipping issues. I have always reached out to the seller before I ever initiate an INR or open a carrier insurance claim. My most recent issue dealt with an international order out of the UK for a purchase on another venue. The package was actually sent airmail and arrived in the US in 2 days but then no movement. Great communication with the seller ultimately he refunded me for the purchase and I had just assumed the package was lost in shipping. Three months, yes that's months, the package arrived. I contacted the seller and he was as shocked as I was. I asked him what the best way was to repay him and ultimately utilized PayPay to repay him for the received shipment. 

     Things don't always work out well and it sounds like that may be the case with your buyer which is unfortunate. About the best you can do is respond to any neutral or negative feedback in a courteous manner. 

[mam98031 · Accepted solution]

@andreyprince 

When you voluntarily refund on a claim, you can't appeal it to Ebay.

If this were to happen again to you, don't voluntarily refund the INR.  Instead, file for a trace on the package on at the USPS sight.  Keep this link for future use.

https://usps.my.site.com/emailus/s/package-inquiry

Go to the USPS website and call up the tracking number.  Sign up for email notification for any entry made to the tracking.

Contact your buyer from inside the INR they filed.  Let them know there is a trace on the package and that you will notify them as soon as you hear back from USPS.  Oh give the buyer a link to the tracking too so they can see for themselves that you did ship when you said you did.

Keep all your communication with you buyer inside the case.  Leave the INR open.  Ebay will leave it open until there is no movement on the tracking for about 7 days or so.  

Now the pickle that you are currently in is trying to get this current buyer to repay you.  Odd with the feedback they left you that they won't now talk to you.  They initially accused you of scamming them only to find out you were actually telling the truth.  Now they are willing to SCAM YOU!!  What a wonderful world we live in.  So many two faced people !  It is sad!

How many emails have you sent her after she received the item?  I'd try a more threatening Email at this point.  Or if it hasn't been to long, send her another polite professional one.

But you certainly can say stuff like you have been trying to contact her with no success lately.  You are aware she has now received the item and give the date.  Since there is no response to the other emails she is forcing you to have to notify Ebay of misconduct, contact USPS for mail fraud.  Using USPS while committing a fraud is a Federal Crime.  And if necessary you will file a police report for theft.  You can likely file it online in the area the buyer lives.

Stuff like that, while you may not do those things, you most certainly can make it sound like you will.

Also, PLEASE report this buyer to Ebay for this issue.  Ebay won't know unless you inform them.  You need to do this so they can collect the data and if they do it to other sellers too, they are better equipped to take action.

https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084

I sincerely hope you can get your money.  This time of year it is especially hurtful when someone does this.

Please keep us updated as we are all rooting for YOU !!!!

[inhawaii]

How could  ebay "make" the buyer send you money?

[thewildershop]

I'm curious if anyone has had success with an appeal for this issue? 

The item in question for me as a seller was purchased by the buyer on 11/17.  I  shipped the package and it was scanned at my post office at 9:47 on 11/18.  It ended up in a constant scanning loop at the distribution center in my state from  11/18 through 12/14.   I was VERY proactive trying to get the package moving by contacting the USPS Customer Service Center, my post office, the destination post office and the Chief Administrative Officer of the state it was being shipped to.   I filed 2 investigations and 3 missing mail requests.

I was in almost daily contact with the buyer.  Long story short, I refunded the buyer immediately by INR on 12/6 as it looked as if the package was lost.  

The package was delivered to the buyer on 12/16 after the INR was closed.  I contacted the buyer on how she wanted to proceed . .  I planned on sending her postage to return the package as she told me a week prior she had already bought a replacement.  

The next day, the buyer informed me she liked the item and could use it as a "spare" and wanted to keep it anyway . . . even though she no longer needed it.    I told her I would give her a discount on the item due to the amount of time she had to wait for the package.   

We came to an agreement on the price, I gave her my information for payment and have never heard from her since . . I have even sent an invoice . . crickets . . no response . .  and I don't expect one . .

This was a consignment listing for me . . I have already paid the consignor, refunded the buyer and am out over $150 and no product to resell.  I have kept all the messaging . . 

Will appealing the INR help?