eBay

baantiques · ‎11-17-2021

Customer filed an item not received, claiming they had the address wrong. I responded with the tracking which shows delivered to the address they provided, so I assume I'm covered. IIRC I used to be able to escalate the case to Ebay for a decision but the only options I see now are update tracking, refund buyer, or send the buyer a message. The case is outlined in red saying I need to resolve it by the 18th. I'm afraid Ebay is going to step in, refund the buyer, and I'll get a ding for my trouble. Do I need to call customer service?

dentalsales4u · ‎11-17-2021

You need to enter the tracking number. eBay will see item as delivered and should close the case.

divwido · ‎11-17-2021

As a seller, for an item not received, you NEVER escalate. You provide tracking to close the case. Escalating is done against sellers.

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a_c_green · ‎11-17-2021

@baantiques wrote:
Customer filed an item not received, claiming they had the address wrong. I responded with the tracking which shows delivered to the address they provided, so I assume I'm covered.

By "provided," I hope you mean that you shipped to the address received with the payment. Once you have a Delivered status to the City and ZIP of the Ship-To: address received with the payment, you are protected against an Item Not Received dispute (though if the sale was $750 or more, you must ship with Signature Confirmation, not just Delivery Confirmation).

While it's officially been said recently (I think by tyler@ebay; apologies if I am remembering the wrong person) that you do not need to upload the tracking number to the dispute if it is already a part of the original sale details, there's no harm in doing so. You might also send a polite, businesslike reply to the buyer saying that you shipped to the address received with the payment, which was [insert address here], and if they are not at that address, they should reach out to whoever is.

I would not try to escalate the case, but let it time out by itself.

baantiques · ‎11-17-2021

Yeah, that's what I meant. I had already submitted the tracking number once. I guess I'll just keep an eye on it.

stainlessenginecovers · ‎11-17-2021

I would RE-Input that tracking number into the Return Case just to be sure and not just rely on the original tracking number info being input when purchasing label.

albertabrightalberta · ‎11-17-2021

@baantiques wrote:
Yeah, that's what I meant. I had already submitted the tracking number once. I guess I'll just keep an eye on it.

Even though it's in the transaction, it definitely won't hurt to respond to the INR with the tracking number as well as adding "USPS tracking (insert #) shows that item was delivered on (date) at (time) to (city/state/zip) as provided in the transaction payment."

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teltuooutlet · ‎11-17-2021

On the last day, the 18th, the "ask ebay to step in" option will appear.

I have had a few of these happen in recent months. I respond in the case with the tracking information and the address that was provided by Ebay in the order. Even though that information is already in the order, it seems when I do this and then "ask ebay to step in" the case is closed with no refund to the buyer.