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]

Actually, eBay sided with me. But thank you. Again, the policy states, "Tracking was uploaded and shows that the acceptance scan is within your handling time.", which I did.

[fern*wood]

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@2013fitzp wrote:
Actually, eBay sided with me. But thank you. Again, the policy states, "Tracking was uploaded and shows that the acceptance scan is within your handling time.", which I did.

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Was your package delivered?  Was there an INR case filed? 

[corvettestainless]

No, they didn't- they just did a 'courtesy' because of the situation. Typically, you are responsible for delivery to the customer and the case would only go in your favor if tracking showed 'delivered' and has nothing to do with the handoff or acceptance scan. 

[mam98031]

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@kensgiftshop wrote:

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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.

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Not in regards to an actual defect.  ONE of three things need to be met.

1.  Tracking is uploaded and scanned within the seller's stated handling time.

OR

2.  The tracking shows the item was delivered within the stated ETA on the purchase.

OR

3.  When the buyer leaves FB, they check the box that the item was delivered on time.

Any ONE of those three things equals shipping ON TIME and the seller will not get a defect for that.  

And yes you are correct in regards to the INR being filed, however they are not suppose to just close immediately or within a short period of time of the INR getting opened.  Sellers are suppose to have a little time to research and respond.

There is this clause in the 2020 Spring Seller Update.

In addition, we may decide a case in a buyer’s favor without requiring the buyer to contact eBay if tracking that proves shipment of the item was not provided by the seller within 3 business days after an “Item not received” case was opened. We recommend you upload the tracking to eBay within your stated handling time. Buyers are more confident their orders will arrive when they receive regular updates on the shipping status, and are less likely to file “Item not received” claims when not received by the estimated date.

https://pages.ebay.com/seller-center/seller-updates/2020-spring/service.html

[2013fitzp]

what situation? And what does "Tracking was uploaded and shows that the acceptance scan is within your handling time." mean? That is a direct quote from their policy. Anyway, thank you for your insight, although incorrect.

[mam98031]

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@corvettestainless wrote:

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

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Not automatically.  Sellers are suppose to have time to respond.

[tools*]

If you used Priority Mail, file a claim for the lost package. The included $50 or $100 in insurance will cover the loss, including postage.

[mam98031]

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@2013fitzp wrote:
what situation? And what does "Tracking was uploaded and shows that the acceptance scan is within your handling time." mean? That is a direct quote from their policy. Anyway, thank you for your insight, although incorrect.

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It means what is says.  If you have a one day handling time, you get a sale today, you print your label for tomorrow, your mail the item on time, the carrier needs to scan the package tomorrow to be within your one day handling time or you are not in compliance with the guidelines for the rule.  And YES you are held responsible as the seller if the carrier doesn't scan your item on time.  

So if you have a two day handling time or whatever.  You must ship and it must be scanned accepted by the carrier within your stated handling time.

[2013fitzp]

yes, I am well aware of what a handling time is. My point is, I did get the carrier scan within the handling time, therefore, I should not have received a defect, as the policy states you can appeal a defect if "Tracking was uploaded and shows that the acceptance scan is within your handling time". Therefore, I should not have received the defect, ebay agreed, and it was removed.

[stainlessenginecovers]

hh

[stainlessenginecovers]

hh

[fern*wood]

You have never responded, that I can find, to the questions about whether your package was ever delivered?   Was there an INR case filed.  Are you only talking about the shipping metrics and calling that a defect?  The uploaded tracking only applies to the shipping metrics and not defects.

@2013fitzp 

[2013fitzp]

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.

[mam98031]

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@2013fitzp wrote:
yes, I am well aware of what a handling time is. My point is, I did get the carrier scan within the handling time, therefore, I should not have received a defect, as the policy states you can appeal a defect if "Tracking was uploaded and shows that the acceptance scan is within your handling time". Therefore, I should not have received the defect, ebay agreed, and it was removed.

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OK, then lets try this another way.

What kind of defect did you receive?  I understand they removed it, but what kind was it to begin with?

@2013fitzp 

[fern*wood]

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@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.

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Ebay must have given a courtesy refund to your buyer.  This is not the normal outcome of an INR case with no delivery scan.  Be aware that as a seller, you are responsible for delivery per ebay rules.  I understand you feel it isn't within your control (what ebay seller is in control?), but that is how it works.  Merely uploading your tracking does not absolve you of the responsibility if it never gets delivered.