eBay

holmaneva-2 · ‎06-08-2019

Greetings All:

I sold 2 items on an Auction Listing. The buyers went over the 2 day period to pay, so I opened a UPI on both items. Both buyers quickly paid and I shipped the items. However, the Ebay note "eBay note: An unpaid item case is open for this transaction." is still attached to these sold listings. In the past it would be removed and replaced with one saying the item's been paid for and the case is closed.

In the listings "more action" drop down section to the right, there is an option to close the case. Selecting this option take me to the "resolution center", but I see no selection option to close these cases.

I don't know if these still register on the buyer's side as still open or not, but it seems best to proceed like they are and try and close them: How do I close these cases?

holmaneva-2 · ‎06-08-2019

Not so easy. And wouldn't have bothered, if there was a way to see if the buyer's end was clear problems since they paid. I am NEVER lucky in the CSR draw.

Finally got a CSR after going through more automation than usual because I did not have a pass code. I explained the situation to the CSR and she stated that "no" that would not be the best way to close the case with the fee credit option button. And proceeded to go on for 5 minutes about how it wasn't.

So, I explained to her that received info that this would be the best way to do so, she suddenly changed and said "yes" that is the way and to disregard her previous information.

When I asked why it no longer switches to closed automatically, she did not know, but would look into and report up the chain.

roadking5555 · ‎06-08-2019

@holmaneva-2 wrote:
Not so easy. And wouldn't have bothered, if there was a way to see if the buyer's end was clear problems since they paid. I am NEVER lucky in the CSR draw.

Finally got a CSR after going through more automation than usual because I did not have a pass code. I explained the situation to the CSR and she stated that "no" that would not be the best way to close the case with the fee credit option button. And proceeded to go on for 5 minutes about how it wasn't.

So, I explained to her that received info that this would be the best way to do so, she suddenly changed and said "yes" that is the way and to disregard her previous information.

When I asked why it no longer switches to closed automatically, she did not know, but would look into and report up the chain.

My CS rep was a little more informed. So is it safe to say the case is closed now and everything looks normal? it should show on your seller page on the sold item under the blue/purple dot " Payment was recorded and this unpaid item case is now closed." if you check the resolution center it should be closed there also.

holmaneva-2 · ‎06-08-2019

Yes the cases appear closed. Now the Ebay note reads "eBay note: Payment was recorded and this unpaid item case is now closed." as it should after the buyer pays their UPI. It used to do so automatically when they paid the UPIs without the added new and confusing steps to close the case. Also received an email telling me "buyer paid, time to ship" (the items are already halfway to their buyers!). Thanks all for the help!

Anonymous · ‎06-08-2019

@beardedbovine wrote:

@holmaneva-2 wrote:
So what about the fees you received. How does all that accounting get straightened out?

@holmaneva-2

When you select "receive fee credit" it does not automatically refund your fees. It takes you to a screen that presents you with a choice to receive a fee credit if the buyer has not paid, or to close out the case (no fee credit) if the buyer has paid. You want to choose the latter.

@Anonymous

Trinton, since this process has changed to manual there is room for improvement with the process and wording presented. Instead of "receive fee credit" as a choice, perhaps it should say "close case" instead. On the next page it would still give the seller a choice between receiving a fee credit for an unpaid item or simply closing the case because payment was received.

Also... why was this changed to a manual process? The case used to close automatically when a payment was made.

Hi @beardedbovine, I will pass along suggested changes to the appropriate teams for potential updates. A full payment from the buyer should automatically close the unpaid item case, so I believe there may have just been a delay in this processing in the OPs situation.

beardedbovine · ‎06-08-2019

@Anonymous- Since there have been 3 posters affected so far (see linked threads) maybe the technical team needs to review it? And at least one person was told by a CS rep that this was a site change, so if that's not true then the rep needs coaching. Thanks for looking into it.