INR: How do you update tracking if the original tracking is marked delivered?

[dogautoparts]

For sellers who purchase labels through eBay, you likely noticed that the option to “update tracking” during an INR case is grayed out if the original tracking shows delivery. What are you supposed to do instead?

I recently had my first INR case closed in the buyer’s favor, despite the eBay tracking number showing delivered to the correct address. In the past, the case would auto-close in my favor. This time eBay is saying it’s because I didn’t provide proof of delivery, but I don’t see how I could have given the cases prompts. Must be an update in how their bots responds to INR cases, but how do I navigate it in the future?

[onlinecentral]

My last few cases had the rectangle grayed out. Did you click on the button saying Submit, Reply, Continue, Next so it would register that you responded to the case?

Did you instead navigate to some other page or hit your browser's back button so the software thought you never responded?

[meme6253]

I don't believe there is a way of changing it after it's been marked as delivered.

[ladybugmls · Accepted solution]

When responding to the INR dispute via the app, the “update tracking” is grayed out for some reason. You need to go to ebay.com in a browser instead, and “update tracking details” & “submit”. 

[relicpeddler]

I had a similar issue about a month ago on an international package heading to Mexico. I shipped it and 2 days later it was returned me. No postal marking or anything on the package and the label cost me $21  I wasn't about to eat that $21 shipping label so I returned it to the post office and the post master was dumb founded and made some phone calls for advice on what to do and was told it must have been a miss read  label and got dropped into the wrong bin and to just scan it back out. So he did and it did scanned again and off it went.  Turns out the tracking never stopped showing as delivered to my address and naturally the buyer was freaking out. I told him he can get updated tracking from USPS that showed the package was still moving through the postal system. I even messaged him daily updates but he still filed a claim and was rewarded a full refund and still got the item. I filed a claim and got refunded right over the phone.

[mamacassidy]

@dogautoparts 

I just had an INR opened (and then closed in my favor) last week.

For some reason, even though the tracking number is in the system, you have to go in and hit "add tracking number" and then copy and paste the tracking number in again (yes, the same tracking number that they already have).

I also always write a message in the box saying something like "USPS tracking number XXXX was delivered to the buyer's address XXXX on date XXXX".

If I was in your current situation, I'd appeal the INR and in the "tell us why" box, do as I suggested above with the tracking number and the address/ date.

[adamcartwright]

@ladybugmls 

Just one more reason I prefer to use my desktop for eBay. 

Sad that they can't provide the same functionality for the app.

[dogautoparts]

Your suggestion seems to be the consensus, but I was not able to do any of that. I will try with a desktop next time.

Weirdly enough this was never a problem prior to the latest app update, so its likely an APP issue.