Defect for item not received by buyer although in transit?

[2013fitzp]

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? 

[2013fitzp]

alan@ebay trinton@ebay.

[wastingtime101]

What was the date of the last tracking scan? If it was more than 5 days ago eBay may close in the buyer's favor unless you're able to ask for an extension. Generally an extension requires movement in the last 5 days. Possibly eBay will grant leniency with things starting to shut down which will likely have an effect on mail causing it to slow down.

[fashunu4eeuh]

Hi, I had a few questions to help get to the bottom of this. How long has the item been in transit? What was the projected delivery date? Was this a domestic or international sale? What does the tracking say exactly? 

Item Not Received is about the most secure seller protection we have because a claim can be easily refuted if the tracking shows delivery. It doesn't make sense that the case can be closed in the buyer's favor if the tracking still shows the package is in active transit. There must be some clues on the tracking data. Is this package long overdue? 

"...I believed once I did my job, got the item scanned, I would be protected..."

Ebay holds the seller responsible for an item to be delivered in the condition described within the allotted shipping time. So your job isn't done until that happens. Sellers are accountable for delivery in eBay's universe.

[2013fitzp]

The last movement was Feb 16, still says "in transit". So, to get this right, I am responsible for USPS? Am I to hand deliver? It was domestic.

[2013fitzp]

alan@ebay, tyler@ebay, 

[fern*wood]

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@2013fitzp wrote:
The last movement was Feb 16, still says "in transit". So, to get this right, I am responsible for USPS? Am I to hand deliver? It was domestic.

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Yes, if your tracking never shows delivery, you are held responsible.  All sellers are.   You will need to refund, and if you let ebay refund for you, then you will receive a defect in the form of unresolved by seller case.   It isn't a defect if you handle the case yourself.

[2013fitzp]

Then what is this? As I uploaded tracking on time.
Appeal a defect

If the defect you received can’t be removed automatically, you can appeal it if any of the following circumstances apply:

The buyer opened the request by mistake.
***Tracking was uploaded and shows that the acceptance scan is within your handling time.***

[2013fitzp]

trinton@ebay, 

[fern*wood]

What defect are you talking about? Are you just worried about the shipping metrics?   Did your package get delivered? 

[kensgiftshop]

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@2013fitzp wrote:

I believed once I did my job, got the item scanned, I would be protected.

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The package also need to be delivered by the date Ebay gave them.

If it's past the estimated delivery date and buyer files an INR, they will win if tracking shows it wasn't delivered.

[2013fitzp]

Yes, but I do not guarantee delivery dates, eBay estimates that. I have argued and won that point before. Ebay states one can appeal a defect if "Tracking was uploaded and shows that the acceptance scan is within your handling time.", which is what I did.

[2013fitzp · Accepted solution]

Problem solved! No defect!

"I am writing you on behalf of eBay. Were sorry to hear about what happened on the shipment. Due to some issues today in relation to Covid-19 eBay will consider removing the defect in relation to this transaction. Will not include this defect on your next evaluation.

We appreciate your patience. Thank you for choosing eBay. Have a great day!

Sincerely,

Dennis P.

eBay Customer Support"

[corvettestainless]

That means it's lost- you are responsible to make the buyer whole as it is NOT just your responsibility to hand it to the shipper, it's your responsibility to get it to the buyer (remember, you chose and hired the carrier, not the buyer; if you're going to say the buyer 'paid' for shipping, no- they simply reimbursed you). 

No need in contacting CS- this was handled correctly. 

[corvettestainless]

It thinks it's about the 'estimated delivery date' and if that time has passed, buyer gets refund.