INR Claim processing question

[mr_lincoln]

I am on day 2 of my first INR claim by a recent Buyer.  When the notification came in yesterday I checked the sold file and there was no tracking number uploaded to the file.  The item shipped the same day as 14 other items so I checked postal counter acceptence scan reciepts, etc.  Sure enough, the USPS and eBay API software failed to upload the tracking number so I added that to the sold file record in the INR claim.  I also gave the local Post Master the tracking info and copies of all the receipts, she in turn got back to me in 1 1/2 hours and located the package advising that it would be delivered today (day 2) or no later than tomorrow (day 3).  This is within the 4 day window I have for my reply per the claim notification.  I have three messages to the Buyer on the claim alerting them of all of this along with a message to them in eBay messaging that delivery should occur today or tomorrow and appreciate their patience.

1. The item in question has signature required, if the Buyer is not home at the time and does not get the package AND winds up getting it (and me the delivery confirmation) outside the 4 day window does the INR claim close on me without Seller Resolution?

2. If the package gets delivered, signed for and confirmation shows delivered does the case close automatically in my favor?  or do I have to go to the Res Center and close it myself? Or do I have to call Home Office and get it closed?

3. If the Buyer decides to leave me Neutral or Negative Feedback bcause the Postal System failed to deliver on time can I get it removed?

[castlemagicmemories]

Yes, it would.  Call CS and ask for an extension as the item is in transit.  You have to have tracking that shows recent movement, and they can give as much as ten days for the extension.

Hopefully you stated in the listing that you were sending this with signature required, or notified the buyer when you sent it.  Because buyer may be caught unaware and may not be happy.

I believe it should close on delivery but you might have to call CS (prepare for any eventuality)

If buyer leaves feedback, again, you may or may not be able to get it removed.

[mr_lincoln]

@castlemagicmemories My sincere thanks for the reply Castle, one of the items on my list happened, Buyer was not home when delivery was attempted (pic below) ... I will call Home Office tomorrow if it does not show delivered and request an extension ... I might bring this up onthe weekly chat and ask about it.

And yes, I advised the Buyer that Signature would be required ... anyway, I will also ask the local Post Master when they will make the next attempt ... I seem to recall it may not be the next day or the Buyer has to arrange the delivery.

[castlemagicmemories]

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@mr_lincoln wrote:

@castlemagicmemories My sincere thanks for the reply Castle, one of the items on my list happened, Buyer was not home when delivery was attempted (pic below) ... I will call Home Office tomorrow if it does not show delivered and request an extension ... I might bring this up onthe weekly chat and ask about it.

And yes, I advised the Buyer that Signature would be required ... anyway, I will also ask the local Post Master when they will make the next attempt ... I seem to recall it may not be the next day or the Buyer has to arrange the delivery.

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It is always an honor to help you, mr_lincoln.  I'm glad if I was able to do so.

Buyer has to re-schedule delivery, and can do so online.  

[Anonymous · Accepted solution]

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@mr_lincoln wrote:

I am on day 2 of my first INR claim by a recent Buyer.  When the notification came in yesterday I checked the sold file and there was no tracking number uploaded to the file.  The item shipped the same day as 14 other items so I checked postal counter acceptence scan reciepts, etc.  Sure enough, the USPS and eBay API software failed to upload the tracking number so I added that to the sold file record in the INR claim.  I also gave the local Post Master the tracking info and copies of all the receipts, she in turn got back to me in 1 1/2 hours and located the package advising that it would be delivered today (day 2) or no later than tomorrow (day 3).  This is within the 4 day window I have for my reply per the claim notification.  I have three messages to the Buyer on the claim alerting them of all of this along with a message to them in eBay messaging that delivery should occur today or tomorrow and appreciate their patience.

1. The item in question has signature required, if the Buyer is not home at the time and does not get the package AND winds up getting it (and me the delivery confirmation) outside the 4 day window does the INR claim close on me without Seller Resolution?

2. If the package gets delivered, signed for and confirmation shows delivered does the case close automatically in my favor?  or do I have to go to the Res Center and close it myself? Or do I have to call Home Office and get it closed?

3. If the Buyer decides to leave me Neutral or Negative Feedback because the Postal System failed to deliver on time can I get it removed?

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Hi @mr_lincoln, any attempted delivery is considered delivered for the purposes of the protections we offer in item not received requests and for delivery expectations. The tracking will indicate that an attempt was made and that a signature was not obtainable, and at this point your obligation for delivery is fulfilled. Redelivery may be scheduled or the item may be held at the counter for retrieval by the buyer.

An item not received claim can be closed by a seller as soon as there is delivery confirmation. You would need to contact Customer Service with delivery confirmation (or attempted delivery as we have discussed) to have this closed out for you. We would not automatically do this as a seller may choose to offer replacements or refunds even after delivery is confirmed with the tracking and this is facilitated by the open request.

If feedback is left that only references an item not being delivered, this feedback is left after delivery and the delivery or attempted delivery is made within the estimated delivery timeframe then we would have protection options available. If the feedback contains references to any other topic, is left before delivery/attempted delivery or if the item was delivered outside the estimated delivery timeframe, it would not be removable.

[luckythewinner]

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@mr_lincoln wrote:

Sure enough, the USPS and eBay API software failed to upload the tracking number so I added that to the sold file record in the INR claim. 

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Things I do almost every day: 

check eBay for:

• sales
• claims
• shipped items have tracking numbers
• messages

check PayPal for: 

• payments
• claims
• shipped items have tracking numbers

[mr_lincoln]

@Anonymous  My sincere thanks for jumping on this thread and the comprehensive reply.  I will call in tomorrow and get it closed as the item is now showing delivered and the Buyer messaged me that it was delivered.  Just an FYI, there was a disconnect in the USPS - eBay API software and the tracking was not loaded to the eBay files until I added it to the INR claim.  This was one of 14 packages sent that day and I checked a few others from that lot and they had the tracking number uploaded. 

[mr_lincoln]

@luckythewinner  Thanks an excellent suggestion ... in this case however it would not have mattered about the tracking uploaded or not becuase USPS was late on delivery.

[mr_lincoln]

@Anonymous, @luckythewinner, @castlemagicmemories

Just an update here for those who replied ... Buyer closed the case thus eliminating the need for me to call in today.  Pic below ... again, my sincere thanks for your help and support.  Though we talk about these kind of Claims its another thing to actually have to process one and getting the mechanics and logistics of it correct is what I realized I needed help with to make sure my end was done correctly. 

[castlemagicmemories]

So very happy it all worked out for you!  And I understand.  Knowing what to do is not the same as actually doing it~~that changes the situation, certainly.

No worries!  Again, so happy for you!