Best regards,
@mr_lincoln wrote:INR Question
I’ve read a number of threads where a Buyer processes an INR while the package is still in transit as Tracking shows and can be proven by the Seller. An INR should not be allowed if the package is still in transit. Buyers are getting awarded the claim and Refund then the package shows up late (through NO fault of the Seller, just a slow shipment by carrier) so they wind up getting the item FREE … Sellers have absolutely no control over what happens to a package once it is put in the hands of any carrier so why should they be penalized for that?
What is in place to protect the Seller from losing both money and item in this scenario?
@mr_lincoln Thanks for this feedback. Typically a buyer should not be given both the item and a refund -- we do indeed take a look at tracking details, estimated delivery date, and the carrier and service selected. If it's still in transit, we understand that the package should have an adequate amount of time to arrive. There is still always a risk of packages taking longer than the estimated delivery dates -- especially during busy times like the holidays! -- so we'd advise using tracked methods and really you should be covered. I'd also advise using more 'reliable' shipping services (e.g. economy may not be the best during this time of year) if you're worried about the packages taking too long.
@lauren*us Sorry I could not get back to the Chat today to reply ... I appreciate your reply but it doesn't answer the question. The issue is not how an item is shipped other than it has tracking as stated ... it could be a 1 day delivery or 1 month, it does not matter. The issue is the carrier fails to deliver on time so the Buyer can open an INR and get their money back ... then if the item gets delivered (and again, these are real live threads where this has happened) the Buyer keeps the item, does NOT pay for it since they have already been refunded ... so back to the original question ... What is in place to protect the Seller from losing both money and item in this scenario?
@lookng2015 wrote:
What about an INR where the tracking shows as "unable to forward" as buyer gave an old address? Should the buyer have to pay for the original shipping?
Hi @lookng2015, if it's clear that an item couldn't be delivered because of buyer error, such as when tracking shows 'unable to forward', then the seller is protected and does not have to issue a refund.
@Anonymous wrote:
If delivery confirmation is provided in an item not received request, the seller is protected. I can see that in the thread you shared the OP returned to say they found the item with a neighbor, but even without this update, a seller would not be expected to issue a refund since tracking was provided and confirms delivery.
Additionally, I noticed some unfortunately hostile comments in this thread indicating malicious intent by a buyer in situations like this and I want to point out that while we do not expect a seller to issue a refund when the tracking confirms delivery, it is entirely possible the buyer does not have the item. We keep a close eye on the number of claims that a buyer opens and work to protect our sellers if there is reason to suspect abuse. A buyer stating they did not receive a package that is marked as delivered is not a sign of fraud on your buyer's part.
Shipments are sometimes delivered to a neighbor, mis-scanned or even stolen from the doorstep/mailbox. When a buyer reaches out to let you know they do not have the item and you have delivery confirmation, I encourage you to work with your buyer and provide suggestions to them such as checking with neighbors or the courier for an update. You are protected with delivery confirmation, but your customer may still have an issue that you are able to help them with by providing suggestions.
______________________________________________________
Thanks for that reply ... in the case where the package has potentially been stolen, it is good advice to advise the Buyer to contact Police and report a stolen package, the Police report will aid in an insurance claim if the Buyer pursues one.
@johnfduda I agree ... I am sure that carriers have ways to recover their losses aside from denying insurance claims or delivery failures due to their own inefficiencies. I have no doubt they have insurance against loss for natural disasters so again, not a lot out of their own pockets. Sellers however wind up bearing the financial brunt of many situations that have absolutely nothing to do with them. eBay needs to have a shared vested interest in INRs and that means from the financial end of it too. An individual Seller, regardless of their business size has absolutely NO pull or can exert NO pressure on large carriers like USPS, UPS, FedEx, Royal Post, Canadian Postal Service, etc. Sellers need their "PARTNER" (eBay) to put the pressure on the carriers to have them more accountable for losses due to their inefficiencies as well as sharing in the insurance claims they process because of natural disasters. eBay also needs to stand stronger against Buyers when a package is experiencing a delay and not simply cave and refund until the carrier's system has completed its task.
@ekmadonna wrote:just had an INR case opened on me tonight. sold a vintage coke bottle opener FRIDAY night 12/8 between 9-10pm eastern time. buyer lives in California, I am in RI, my handling time is 2 days. Technically I did not have to ship untill yesterday 12/12. I ship on Saturday 12/9. lady opens a case for INR a few hours ago on Tuesday 12/12!! Really?? how are people allowed to do this. by the way, I had the case closed instantly because it was tracked and delivered earlier in the day! BUT, again technically I did not have to ship untill yesterday?? east coast to west coast paid on Friday night after PO is closed, Saturday % Sunday do not count as business days, what kind of estimated deliveries are they giving people? buy on friday night open a case on tuesday?? and it was DELIVERED!!
THAT one I would turn in to the eBay Team ...
@coolections wrote:@mrv71 wrote:
I still don't understand why sellers are hold accountable for USPS errors and delays. It's not only unfair, it's simply outrageous to make hard-working people pay for somebody elses' mistakes, while at the same time charging them for a presence on this messy and ineffective site. SHAME ON YOU, EBAY!!!!
Because the seller's job is to get paid by the carrier they hired if that carrier does not do their job and deliver the package. It has nothing to do with the buyer. SHAME ON ANY SELLER who expects the buyer to wait for a refund when a package is lost other than if tracking shows delivered.
One of the key issues on this thread and topic is the simple fact that when a package DOES get delivered AFTER a Refund has been issued the Seller SHOULD get their money back from the Buyer, period, but that is not what eBay does ... so the "SHAME" as you put it, belongs to eBay for NOT correcting an issue created by the carrier that NONE of the parties involved have any control over.
