Correct Way to Ask for an Extension to an INR Case

[rivertown-pickers]

I just had a buyer open an INR case on an item that sold back in late November.  The tracking info for the item stops on 11/27 with a "processing at (insert sort center)".  I put the tracking details into the case like I normally do.  I tried to open a service request on the USPS site and it wouldn't let me (says not eligible...this was a Ground Advantage package).  A couple days ago I was able to start a missing mail mail search for the item, which does show in the tracking.

Yesterday was the "respond by" date and there is still no additional tracking on the item.  I have heard that it is possible to get extensions to allow for shipping delays, so I called CS to see if they could do that.  The agent that called me was kinda hard to understand but after checking on it she said she couldn't extend the date and to wait until that date passes and then ask ebay to step in.  I did that today and used the reason as "other" and asked for an extension in the comments.  Of course within about 15 minutes I get a message saying they refunded the buyer with no affect on my seller rating.  What did I do wrong here?

[leashedforlife]

Ouch. 😕

I haven't a clue, as a newbie - it sounds as tho U did what I would expect to work.

I hope more experienced sellers may offer suggestions / tips, & that this is a one-off event.

[rosszonebricks]

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@rivertown-pickers wrote:

...and then ask ebay to step in.  I did that today and used the reason as "other" and asked for an extension in the comments. ... What did I do wrong here? 

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A *SELLER* should NEVER 'ask eBay to step in'.  Sorry to say, that's an automatic loss of whatever the case is about. (as you found out from the automated 'you lose' system kicking in immediately and closing the case not in your favor.)

Take two things away:

1) Never listen to customer service (unless communicating through the eBay Facebook page).  Sad to say, but they are trained to say anything any everything just to get you off the phone.

2) Never 'ask eBay to step in'.

[inhawaii]

If it shows recent movement, ebay will automatically give you a few days extension, giving it more time to get there.

In a case like this, with the last movement being about 2 weeks ago, i'm not sure what ebay will do. 

Sorry to say, it's not looking good.

[ebooksdiva]

Whenever eBay is asked to "step in" regardless of who is asking, they will always find in favor of the buyer. 

[stainlessenginecovers]

What you did wrong was 'ask ebay to step in'. That is for buyers and is NOT for sellers- because as soon as it's done, if tracking does NOT show it as 'delivered', then it closes in buyers favor. 

You should have just left it alone after responding to the INR with the tracking and let ebay decide, although it's been about 2 weeks, I would have probably just 'refunded' the buyer since it's been that long- but now that ebay did 2 Not so great things happened

1.) you got a ding in your seller metrics for ebay having to 'refund' the buyer (couple three of those and your selling career will be over here, so don't EVER let that happen again)

2.) you did not/will not get your selling fees returned (which if you refunded, you would have)

[dbfolks166mt]

      You should be aware that the advice out of customer service is less than optimal these days. Their goal is to tell you what you want to hear to get you off the phone even if that means lying to you. When you asked eBa to step in they are going to rule in the favor of the buyer. I suspect you will see the impact to your seller ratings after the next evaluation. 

     You will get better advice from the members on this forum than you will from eBay CS if you provide sufficient information. Such as when did you ship it, when did it get the acceptance scan, where was your buyer located, city, country is good enough.

     EBay often has seller protections in place for INR's when there are weather related issues, natural disasters or other logistical issues such as the Canadian Postal workers strike. You may be able to appeal this case. While you are trying to work things with eBay following is the USPS timeline for filing claims against lost or missing packages. USPS ground advantage falls into the category with Priority Mail and other insured mail. 

[rivertown-pickers]

For what it's worth...this is what the "outcome" was:

"eBay Customer Support has refunded the buyer.

We're issuing the buyer a refund for this case. You don't need to do anything else. This case won't be included when we evaluate seller performance.

Note: It may take up to 24 hours for this information to be updated in your Seller Dashboard.Note: It may take up to 24 hours for this information to be updated in your Seller Dashboard."

It also states in the case details that "You were not found at fault"

My payment page shows the hold released on the funds.  If I go into the order details it shows the refund as "ebay paid" so it shows the order total as 0 but that I still earned the sales proceeds.

This was a very inexpensive item (less that $10 with shipping but before taxes).  While it really isn't that big of a deal I wanted to check about it here in case it ever happens to something more expensive.

[kensgiftshop]

If Ebay refunded the buyer, sounds like you lucked out this time.

[slippinjimmy]

In the past (during Covid) you could get an extension if the most recent tracking was less than 10 days ago. I'd assume that is still the policy which would be why the CSR turned down your request.

With no extension normal rules apply, escalate without a delivery scan and it's a definite loss.

In this situation the only way is to convince the buyer not to escalate the request to a claim.

[mr_lincoln]

Hi @rivertown-pickers 

I went through the process recently, you can contact eBay on day 4 of the INR claim and ask for an extension.  They will push it out 10 days.  They were very specific on making the request on day 4 of the claim NOT before that.  

[12345jamesstamps]

If item doesn't get scanned as 'delivered'...it's not delivered.

And it may never show 'delivered' for months or forever.

Item might have gotten delivered but not scanned as 'delivered'.

You should have done the refund before the claim got escalated.

These are a few still open but buyers received their items.

[dhbookds]

Could be wrong, but this sounds different than most of these cases we hear since you were not made to pay the refund to the buyer, nor did it affect your metrics.......

Don't know if how you responded (asking for more delivery time) made a difference or not

@wastingtime101 

Can you see nuances here? I presume courtesy refund to buyer.........and courtesy pass to the seller because of small $ amount? 

[fab_finds4u]

Ditto. That's  what I'm thinking, too.

[rivertown-pickers]

I called CS on day 4.  The case was opened on the 5th, I called on the 9th since the "resolve by" day was the 10th.  They told me they couldn't extend it.