eBay

2013fitzp · ‎03-16-2020

Hello, I sold a lot of computer Ram, USPS scanned the package. Its been in transit. Buyer opens a case, I provide tracking number. In 10 minutes, eBay sides with buyer, although their call center is closed. I believed once I did my job, got the item scanned, I would be protected. I don't work for USPS, should I have hand delivered $50 worth of RAM?

mam98031 · ‎03-17-2020

@2013fitzp wrote:
It was never delivered. The buyer contacted customer service INR. From ebay "We understand that sometimes things happen that are beyond your control. You don't need to do anything else. This case won't be included when we evaluate seller performance." So, yes, it was beyond my control. I did everything I was supposed to.

That's not a defect.

Defects are ONLY things in the specific areas on your Seller Dashboard.

The ONLY thing it would have been used to eval you in was in the Service Metrics. Those are NOT defects. And the rules for INRs in the Service Metrics eval is completely different than that of INADs. So it is likely you never had a problem to begin with.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

"I can explain it to you, but I can't understand it for you." Quote from Edward I Koch

di2360 · ‎03-17-2020

You need to call the USPS and get them to locate the item. I have informed delivery and I call them all the time if I see a problem. I have my local USPS on speed dial.

mam98031 · ‎03-17-2020

@di2360 wrote:
You need to call the USPS and get them to locate the item. I have informed delivery and I call them all the time if I see a problem. I have my local USPS on speed dial.

I do that too. It is a fantastic suggestion. Get a trace put on the package. You can actually do that right from their website at usps.com.

But keep in mind the buyer has already been refunded. So the chances of the buyer repaying the seller if they get the package is slim. Sure some do pay the seller, but far to many do no.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

"I can explain it to you, but I can't understand it for you." Quote from Edward I Koch

Anonymous · ‎03-17-2020

@2013fitzp wrote:

Hello, I sold a lot of computer Ram, USPS scanned the package. Its been in transit. Buyer opens a case, I provide tracking number. In 10 minutes, eBay sides with buyer, although their call center is closed. I believed once I did my job, got the item scanned, I would be protected. I don't work for USPS, should I have hand delivered $50 worth of RAM?

Hi @2013fitzp, based on the information you've shared here it seems like the package may have been lost in transit, since the last update on the shipment was over a month ago. If you purchased insurance you can pursue a claim with your courier to seek compensation for yourself, but you would need to resolve your buyer's concern in the meantime.

As always, we offer protection against defects, feedback, or service metric issues related to outages, delays, natural disasters, or other widespread events outside of sellers' control. Be sure to contact Customer Service if you have any questions about a specific transaction.

theotherwind · ‎04-22-2020

Hello, alan@ebay, trinton@ebay, Dennis P. Same thing has happened to me. Got an acceptance scan within my 1-day handling time. Buyer opened a not received claim after a week, and I saw that the tracking has not been updated since acceptance. I responded to the claim with the tracking # and a message to the buyer, went in to the post office to inquire about the delay, and after that I filed a lost mail request on the USPS site that is still pending. That was about 3 weeks ago. Yesterday a case was opened and closed within a few minutes before I even had a chance to manually issue the refund and the defect appeared today.

Anonymous · ‎04-22-2020

@theotherwind wrote:

Hello, alan@ebay, trinton@ebay, Dennis P. Same thing has happened to me. Got an acceptance scan within my 1-day handling time. Buyer opened a not received claim after a week, and I saw that the tracking has not been updated since acceptance. I responded to the claim with the tracking # and a message to the buyer, went in to the post office to inquire about the delay, and after that I filed a lost mail request on the USPS site that is still pending. That was about 3 weeks ago. Yesterday a case was opened and closed within a few minutes before I even had a chance to manually issue the refund and the defect appeared today.

Hi @theotherwind, your opportunity to refund the buyer is through the request. Once eBay is asked to step in, we will make a decision as soon as possible. It is not uncommon for us to step in and make a decision "within a few minutes". When we are asked to step in, often times this request is made to us over the phone or over email, which means we select an option on our end to step in to the case, choose a decision, and submit this. The time between being asked to step in and making a decision is not the time provided to a seller to resolve their buyer's concerns, as this time will have already passed if we are able to step in. If there was movement on the tracking or an indication that it was still on it's way, we would have allowed for more time, and while you may be able to pursue compensation from USPS for the lost package, we do expect a refund when it appears the order has been lost in transit.

theotherwind · ‎04-22-2020

Thanks for the response, I was able to get the situation resolved. I'm curious though - what does "we do expect a refund when it appears the order has been lost" mean exactly? I just had a package a week ago resume tracking after freezing for a couple weeks. I refunded the buyer and he received the package a few days later. He offered to repay, nice kid - I told him don't worry about it.

pjcdn2005 · ‎04-22-2020

@theotherwind wrote:
Thanks for the response, I was able to get the situation resolved. I'm curious though - what does "we do expect a refund when it appears the order has been lost" mean exactly? I just had a package a week ago resume tracking after freezing for a couple weeks. I refunded the buyer and he received the package a few days later. He offered to repay, nice kid - I told him don't worry about it.

He meant they do expect you to refund the buyer if it appears the order is lost.

theotherwind · ‎04-23-2020

Nice, thanks. To state the question differently - how many days before the "appears to be lost" kicks in and a refund is expected. That would be useful information in these current circumstances with all the shipping delays...

Anonymous · ‎04-24-2020

@theotherwind wrote:

Nice, thanks. To state the question differently - how many days before the "appears to be lost" kicks in and a refund is expected. That would be useful information in these current circumstances with all the shipping delays...

Hi @theotherwind, generally we consider an item to be lost if there have been no updates to the tracking for more than 7 days with domestic transactions and more than 10 days for international transactions.