How to distribute a case

[nayajoh_0]

Hey, I’m a seller and I recently sold a puzzle. I had put a picture of the puzzle and in my title described what the puzzle looked like. When the buyer received the puzzle they messaged me and said that the title I listed isn’t the name of the puzzle and I explained that that was just a description of the puzzle but I still send the puzzle in the picture. For whatever reason she opened a case saying she didn’t receive it so I sent in the tracking info that showed that it was delivered, but eBay still gave the buyer a refund. Plus they don’t even have to return the product. They said that I wasn’t at fault, but if I wasn’t at fault then why still give a refund when the case was about the item being delivered and it was definitely delivered. I tried to call to dispute the case but then customer service said to call during normal business hours but I called well within the time listed. 

[kensgiftshop]

@nayajoh_0 

When a buyer files an INAD, if you want the item back before refunding, you need to accept the return and provide return shipping.

When you don't, Ebay can refund the buyer from your account and let them keep the item.

[nayajoh_0]

Do you know how I can dispute the case because the buyer lied. They told me they received the item yet still opened a case

[fashunu4eeuh · Accepted solution]

Hi, you can appeal the case. Below is a link on how to appeal . Good luck.

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item...

[1grandmashope_1]

At the beginning of your post, it sounds as if your buyer may have opened a claim for not as described.  

It is imperative that you read up on buyers rights, as well as sellers. Then,  when and if anything else comes up, you will know the way to handle things.  Time frames are imperative to familiarize yourself with.

I hope you take the time to get to know your options. 

Best to you,

Grandma 

[maxine*j]

You may want to rethink your "No Returns" policy.   As you can see, all that means to eBay is that you don't want the item returned when a refund is made -- because "No Returns"  does not mean "No Refunds."

[maxine*j]

And, by the way, I know it's no real comfort to you at this point,  but I do believe your buyer is being unnecessarily picky, or perhaps trying to get something for nothing -- because the name of the work, "Prairie Wind Flowers," is printed on the puzzle box lid and is clearly visible and readable in your photograph in the listing.

But if you sell puzzles in future, be sure to include the name of work.

-

[nayajoh_0]

Yes, I thought the buyer would have done a not as described claim. But they in fact put in a claim for not delivered and eBay asked me to provide shipping that showed it was delivered. I’ve been on eBay for a few months now and I have had my fair share of unfair disputes that I usually just let go but I just feel that this one was really unfair and wanted to try to fight it

[nayajoh_0]

Yes thank you. I definitely know for next time

[ise710]

---

@nayajoh_0 wrote:

[eBay] said that I wasn’t at fault, but if I wasn’t at fault then why still give a refund when the case was about the item being delivered and it was definitely delivered.

---

eBay paid your buyer a courtesy refund themselves @nayajoh_0 and closed the case without faulting you.

You were not charged for the refund, and you didn't get a "case closed without seller relocation" defect.

[nayajoh_0]

Okay thank you, that really helps

[patriot_industrial_drive_supply]

If I'm reading this correctly, and the customer DID open an "ITEM NOT RECEIVED" case, and you DID send the tracking number "through eBay's system", then you can call and appeal the case. If you just sent the tracking number to the customer, that isn't how things work. Everything has to go through eBay's system. Even if I send a customer a simple message, and they have opened a case, it goes through eBay's case system, and I put in the tracking number. I explain that it is REQUIRED since they opened the case. I make a big deal about all of that.........  I'm going to disagree with what someone else said above. It doesn't matter if you take returns. If someone files NSAD eBay will still force a return. If you don't accept, eBay just refunds them the money, and takes it out of your money.  At the end of the day, taking returns just helps you make sales..... People think something is wrong is you don't take returns.