@coffeebean832 wrote:
@threshold.sales.group wrote:
Fwiw, the process for closing out an INR has been changed.
Had one last week that was delivered, so I spoke to c-s and the new policy is that the buyer has 24 hours to respond after eBay notifies them that tracking showing delivered has been uploaded to the case. Per the new INR notification, once a package shows delivered if there's no response or challenge by the buyer the request / case closes on it's own (after 24 hours). Have no idea what happens if the buyer disputes the tracking, but old automated system and calling c-s right away after the tracking shows delivered to get the case closed is no longer eBay policy (as of last week).
Also, per my conversation it appears there's no longer - win a case - feedback auto blocked for INR's either.
Interesting. @Anonymous- can you confirm if this CSR gave accurate information to threshold.sales?
Hi @coffeebean832, since there are case specific details available that I wouldn't be able to share here that add context into why this may not sound like the request was handled as it normally would be, I can only work to confirm general policy and that the OP was given accurate information for their situation.
To start, if our system identifies the item was delivered successfully, then the item not received request will close automatically after 24 hours have passed with no concerns being raised by the buyer. We have had this automatic process in place some time, as a way of reducing the amount of time sellers need to spend monitoring these types of requests. If a seller contacts us within that 24-hour period, we cannot step into the request to make a decision as the request is already in the process of closing. If for some reason the automatic closure was incorrect, we could review through an appeal.
Automatic protection against feedback is available when eBay is asked to step in on a request and the ultimate decision is 'Seller Wins'. Depending on the circumstances, we may instead make a 'Closed By eBay' determination, which would essentially mean there is no winner nor loser in the request - the buyer is not refunded, but the seller is not eligible for the automatic protections that come from a case being closed in their favor. Feedback and defects can still be reviewed for potential removal based on the details of the situation, it just won't be an automatic process. @thebmwminipartstore_2, I wasn't able to find a negative feedback like the one you are describing on the account you are posting with, but am happy to look into the details if you would like.
With proof of delivery, a seller is still able to request eBay step in to close an item not received case as long as the request is not in the process of closing already. Regardless of the outcome of a request, a seller is still eligible to have feedback or defects reviewed for potential removal.
