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?

[mr_lincoln]

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@rivertown-pickers wrote:

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.

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@rivertown-pickers 

Then unless there is some mitigating circumstance you got a rep who was clueless ... which sadly we read about here ... 

[wastingtime101]

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@dhbookds wrote:

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? 

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I concur - this was just a courtesy "no fault" outcome due to the low value. It's not standard practice in a lost package situation.

eBay would not grant an extension because there has to be a scan within the last 7 days domestic (or 10 days international).

[aproudparent2010]

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@rivertown-pickers wrote:

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?

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You can get an extension if its moved within the last 10 days. Since it's been 2 weeks I'd doubt they'd give one now.