INR case on hold

[pickythrifterstore]

Hi there!

I promptly shipped an item to a buyer, USPS has had a delay getting the item to the buyer and a INR case was submitted by the buyer. I provided shipping details as requested and communicated through the INR directly to the buyer the status. I also provided the alternative to refund the buyer and submit a package intercept on my behalf. Item is still lost in transit and eBay posted the following: 

"Your case is on hold eBay Customer Support has placed the case on hold until Sep 28, 2024 to allow time to provide additional documentation.eBay Customer Support has placed the case on hold until Sep 28, 2024 to allow time to provide additional documentation. You provided tracking that shows the item is currently on its way to the buyer.You provided tracking that shows the item is currently on its way to the buyer."

I tried to contact an agent but the chat app is glitching right now. This is the first time this has happened to me. What should I expect? Buyer messaged me today like if unaware of the status. I promptly gave updates through the messaging platform (not the INR case) please help me navigate these waters. Thank you!

[brightlightbookseller]

It just means you have until Sep 28 for the package to show delivery, or usually just to show movement.  You can certainly refund if you choose, I think, but you're not going to be obligated to refund until after the 28th.  Often they'll continue to put the case on hold as long as there's movement on the tracking, although not always.  If you believe it's truly lost, you can just refund and submit a claim through the USPS, but I think there's a minimum amount of time you have to wait until you can submit that claim (may be 14 days since the last update on the tracking), so I wouldn't refund before then unless you have to.  I would say you don't want eBay to step in and force a refund, but at this point that won't happen before the 28th, so I'd definitely not refund before the 27th, unless you're just feeling like doing it to be nice to the customer.

You mentioned you could intercept the package, but that's unreliable if it's lost in transit, and will cost you money, so bear that in mind when you debate your options.  Depends on the value of the item, of course.

[ebooksdiva]

When an INR case is opened and tracking showing the item is still in transit eBay will place a hold on the case until tracking shows delivery or the deadline date approaches ( in your case September 28) with no delivery. If the item doesn't show delivery then eBay will require you to refund. 

[gator08041971]

@pickythrifterstore 

I had the same experience for a shipment I sent 3 weeks ago today.

I had kept in contact with the buyer throughout the shipment.  They eventually ended up wanting to cancel after two weeks of waiting (I don't blame them) and filed an INR case.  At this point, I filed a trace, it came back as lost, I refunded the buyer and filed a lost package claim as USPS suggested.  3 days later though, the package shows up  still in route to the buyer, they had been refunded and I'm out the item and the original purchase cost, plus shipping.

As long as you are keeping the status updated, I would wait it out.  Is this by any chance going through Florida?   Mine is, and is at 3 weeks, but still showing movement.  I expect it will get delivered anyway, despite filing a claim.  In my case, requesting an intercept is pointless, its nearly as expensive as the item, so going to have to just eat this one.  (25 dollar item, 18 dollars to intercept and already lost the shipping. Not worth it)

[pickythrifterstore]

 Thank you all for your responses!

[babclassics]

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@ebooksdiva wrote:

When an INR case is opened and tracking showing the item is still in transit eBay will place a hold on the case until tracking shows delivery or the deadline date approaches ( in your case September 28) with no delivery. If the item doesn't show delivery then eBay will require you to refund. 

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Agree with your answer to the OP but have a follow-up question.  I have the same situation and eBay added 10 days to refund due to item shows movement deadline but they put the case on HOLD and it is locked stopping me from giving a refund if I feel the buyer has waited long enough. So I can NOT refund even though funds to refund are available and being held to cover the refund.   Why will eBay not let me refund before 10 days pass?

And after the 10 days, I can refund then I guess but it looks that that will create a defect on my account for failure to handle a "lost package".  Has something changed in 2025?  I should be able to refund whenever I choose and not wait for the whole 10 days????  Something seems broken? 

[mam98031]

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@babclassics wrote:

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@ebooksdiva wrote:

When an INR case is opened and tracking showing the item is still in transit eBay will place a hold on the case until tracking shows delivery or the deadline date approaches ( in your case September 28) with no delivery. If the item doesn't show delivery then eBay will require you to refund. 

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Agree with your answer to the OP but have a follow-up question.  I have the same situation and eBay added 10 days to refund due to item shows movement deadline but they put the case on HOLD and it is locked stopping me from giving a refund if I feel the buyer has waited long enough. So I can NOT refund even though funds to refund are available and being held to cover the refund.   Why will eBay not let me refund before 10 days pass?

And after the 10 days, I can refund then I guess but it looks that that will create a defect on my account for failure to handle a "lost package".  Has something changed in 2025?  I should be able to refund whenever I choose and not wait for the whole 10 days????  Something seems broken? 

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Yes, you will need to wait.  It is because most times the package isn't lost and it will be delivered.  The vast majority are delivered, just a bit late.

It does NOT create a Defect on your Seller Dashboard for refunding an INR.

[babclassics]

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@mam98031 wrote:

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@babclassics wrote:

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@ebooksdiva wrote:

When an INR case is opened and tracking showing the item is still in transit eBay will place a hold on the case until tracking shows delivery or the deadline date approaches ( in your case September 28) with no delivery. If the item doesn't show delivery then eBay will require you to refund. 

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Agree with your answer to the OP but have a follow-up question.  I have the same situation and eBay added 10 days to refund due to item shows movement deadline but they put the case on HOLD and it is locked stopping me from giving a refund if I feel the buyer has waited long enough. So I can NOT refund even though funds to refund are available and being held to cover the refund.   Why will eBay not let me refund before 10 days pass?

And after the 10 days, I can refund then I guess but it looks that that will create a defect on my account for failure to handle a "lost package".  Has something changed in 2025?  I should be able to refund whenever I choose and not wait for the whole 10 days????  Something seems broken? 

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Yes, you will need to wait.  It is because most times the package isn't lost and it will be delivered.  The vast majority are delivered, just a bit late.

It does NOT create a Defect on your Seller Dashboard for refunding an INR.

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Thanks for the response.  Still have one more question about this...  OK I have to wait to refund (10 day extension funds on hold due to movement when buyer asked ebay to step in to case) and cant refund until after that assuming no delivery.  Question, how long do I have to issue the refund at the end of the INR on-hold 10 days before eBay refunds for me creating a defect?  Do they do it like immediately same day, or do they give you 1 day or something to refund voluntarily? 

[mam98031]

 Again, INR's do NOT create Defects.  INRs count in your Service Metrics numbers no matter what the outcome of the claim is.  But it does NOT affect your Seller Dashboard which is where you find things that DID cause a Defect.  Whether Ebay forces the refund or gives you time to do the refund, it will NOT negatively impact your seller statistics.

https://sellerstandards.ebay.com/dashboard?region=US

If there is movement on the tracking, the extension date will continue to change further out.  

I assure you, I send a whole lot of packages out every week.  In the 100's of packages I sent last year via USPS only one was ever actually lost.  All the others simply delivered late.

Another thing.  One good thing about IF Ebay were to force the refund, when the package arrives at a later date, you can appeal the INR and usually you will get your money back from Ebay.

Make sure you have signed up for email updates on the tracking number involved so you know when it has movement and ultimately deliver.

[buyselljack2016]

Maybe the poster is asking if they will get an "unresolved by seller" defect before they have time to refund at the end of 10 days 🤔

[mam98031]

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@buyselljack2016 wrote:

Maybe the poster is asking if they will get an "unresolved by seller" defect before they have time to refund at the end of 10 days 🤔

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An INR for ANY reason does not create a Defect on the Seller Dashboard.  Unresolved or resolved makes no difference.  

I'm sorry that I didn't explain this well enough, my bad.

Anything to do with an INR claim, no matter what happens is not ever represented on the Seller Dashboard.  If you feel there is a section of the Seller Dashboard, where defects are counted, for INRs, please let me know what you are seeing.

INRs, no matter the outcome, are counted in the Service Metrics.