eBay

inhawaii · ‎08-26-2019

A INR was case filed against me. I uploaded the Tracking info that says the item was delivered. Will the case close on it's own or do i need to call customer service?

Also, i assume the buyer will be told "tough luck" by ebay. Will he/she be able to leave me negative feedback because they are P'd off?

I Don't Want To Live Without You. - Foreigner

lightlily_arts · ‎08-26-2019

I would call eBay to get that claim closed. When the claim closes in your favor they are not able to leave feedback. If for some reason they do call eBay and get it removed. I would check my account to make sure that you didn't pay for a refund because one of those slipped through last year when I was checking my PayPal account and I had it reversed. It was actually PayPal that gave me a courtesy refund because the buyer shouldn't have been refunded after the claim closed in my favor. However, what you can do is message your buyer and tell them that you are sorry for then lost package. But they can file an appeal with eBay so they can get a courtesy refund from eBay. The only thing I worry about is that some buyers might start scamming eBay for courtesy refunds on packages they actually received.

upgradedendmills · ‎08-26-2019

Still wouldn't hurt to try to help the buyer. Post Office can usually find the mistake if they made it. Sometimes that's all it is, an honest mistake.

calntom · ‎08-26-2019

@lightlily_arts wrote:
I would call eBay to get that claim closed. When the claim closes in your favor they are not able to leave feedback. If for some reason they do call eBay and get it removed. I would check my account to make sure that you didn't pay for a refund because one of those slipped through last year when I was checking my PayPal account and I had it reversed. It was actually PayPal that gave me a courtesy refund because the buyer shouldn't have been refunded after the claim closed in my favor. However, what you can do is message your buyer and tell them that you are sorry for then lost package. But they can file an appeal with eBay so they can get a courtesy refund from eBay. The only thing I worry about is that some buyers might start scamming eBay for courtesy refunds on packages they actually received.

Scammers have been getting courtesy refunds from eBay for INR for a long time. They just don't get to drink from that bucket forever on the same account

sharingtheland · ‎08-26-2019

@cumos55 wrote:
If the parcel was insured make a claim...

The parcel was delivered as indicated with tracking... BUT... buyer did not receive the parcel. If there was no direct transfer of the parcel from the delivery person to the buyer... This must be confirmed

The fact that the buyer did not receive the parcel is the responsibility of the Postal Service....

The insurance claim must be addressed....

Huh ?

Sherry

=^.^= =^.^=
( ) ( )
" " =^.^= " "

pburn · ‎08-26-2019

@cumos55 wrote:
If the parcel was insured make a claim...

The parcel was delivered as indicated with tracking... BUT... buyer did not receive the parcel. If there was no direct transfer of the parcel from the delivery person to the buyer... This must be confirmed

The fact that the buyer did not receive the parcel is the responsibility of the Postal Service....

The insurance claim must be addressed....

Perhaps that's the procedure for ebay.ca or Canada Post, but not for ebay.com. or USPS.

inhawaii · ‎08-26-2019

Just for your info. Just because the tracking says it was delivered means nothing to me any more. A few weeks ago i had some prescription medicine not arrive. The tracking showed it was delivered Monday at 10-something AM. I have a security video camera aimed at my mailbox. No parcel went in my mail box from my mail carrier on that Monday. It's shows the mail carrier pulling up, putting letters in my box but no package going in.

I'm going to skip over all the red tape and hoops i had to jump through with the USPS and Kaiser.

The original package shows up about a week and a half later, Kaiser had transposed 2 letters in my street name. So my package was delivered SOMEWHERE on that Monday .... just not at my home.

I don't have that much faith in tracking numbers any more.

I Don't Want To Live Without You. - Foreigner

wastingtime101 · ‎08-26-2019

@inhawaii wrote:
The original package shows up about a week and a half later, Kaiser had transposed 2 letters in my street name. So my package was delivered SOMEWHERE on that Monday .... just not at my home.

Next time you can find that out with one quick call to your post office asking them to check the GPS coordinates on the delivery scan.

For the INR I'm surprised you went through to a rep - it must have been based on the choices you made in the automated system - but typically INRs can be closed out directly through the automated phone system without needing to speak with a CS rep. It takes about a minute and there's no waiting on hold involved or explaining the situation to a CS rep.

GLORIOUS!

a_c_green · ‎08-26-2019

@wastingtime101 wrote:
For the INR I'm surprised you went through to a rep - it must have been based on the choices you made in the automated system - but typically INRs can be closed out directly through the automated phone system without needing to speak with a CS rep. It takes about a minute and there's no waiting on hold involved or explaining the situation to a CS rep.

That was my experience as well, a couple of years ago now. I had done all the necessary responding, uploading tracking number and so on, but decided What the Heck, I'm going to phone in anyway. I landed in their voice-response system, said something about Item Not Received, it asked me for the tracking number, I read the tracking number into the phone, it beeped and burped for a short time, and then said it was closed. That was that.

threshold.sales.group · ‎08-26-2019

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.

2015mhfashions · ‎08-26-2019

No idea what you mean by that, why make an insurance claim for a delivered package, totally futile, Denied, Denied.

calntom · ‎08-26-2019

@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. Does anyone know if eBay has put the new INR process in writing somewhere?

coffeebean832 · ‎08-26-2019

@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?

thebmwminipartstore_2 · ‎08-27-2019

I can confirm, I have one from last month. INR showed delivered, buyer was still able to leave negative feedback. I currently have four INRs at the moment that all show delivered. I am expecting to get four more negs from it. The amount of INR's we get from ebay versus our regular site is just crazy. Over the past year our normal site has had just three.

threshold.sales.group · ‎08-27-2019

+1, yes that matches with what I was told by c-s.

All, here's the text of the new notification:

An update to shipping status shows the item has arrived.

If that's not the case, the buyer has 24 hours to ask us to step in and help. If we don't hear back from the buyer, this request will be closed and the hold on this transaction will be removed.

Note, delivered no longer appears to mean the case / request is closed in the sellers favor. Just that it's "closed" *if* the buyer doesn't object. The seller may still be protected from a loss, but losing the feedback protection for a confirmed delivered shipment is a significant change and downgrade to seller protection (imo).