eBay

essentials.division · ‎12-11-2025

Recently sold two items about 6 weeks ago, for $1800 total. Rarely use my eBay account and I didn’t know it was tied to an old email. Buyer messaged me that there was no brackets upon receipt, however, I never received the message. No where in the listing or clear pics does it say that brackets are included. The buyer now filed a case with eBay saying the item was never received but I have messages stating the item was received just not the brackets. I was unaware that items over $750 need signature confirmation which I failed to do however the tracking does say delivered. Will the buyer get a refund even though he admitted in the case messages that just the brackets weren’t received?

iamalwaysright · ‎12-12-2025

@le-5262 wrote:
I don't know...

could you somehow obtain the brackets and send them to him?

Replacement brackets are probably a whole lot less than $1800

Agree. There’s numerous ways the OP can try to remedy this. It just takes time and effort.

stainlessenginecovers · ‎12-12-2025

@essentials.division did you purchase label on ebay? The shipping system says that you needed to (and usually already has 'signature required' checked). You would have had to 'uncheck' it for item to be shipped without a sig required.

iamalwaysright · ‎12-12-2025

Pirate ship. No eBay.

essentials.division · ‎12-12-2025

Update: yes, I called the manufacturer and they stated if I send them a shipping label they can ship this out by Monday, thank God. I called and spoke to the buyer he was totally satisfied with this outcome. However, someone placed a hold on the case and I cannot comment or reach anyone so I’m not sure how to proceed

le-5262 · ‎12-12-2025

I'm not 100% sure...

but I thought there was a way to start a replacement instead of that refund.

It's nice that you called the manufacturer for the part and not a random seller...

because I thought I saw someone say something about dropshipping not being allowed in a similar sort of thread.

Kinda confusing to me.

but

In the future...

I'd probably make sure I put brackets not included (like batteries) in the conditions for sure.

...I'm actually going to go through my own stuff right now.

Anyways...

I'd look into the replacement thing

and you are responsible for what they ship

so I'd probably watch it closely.

Hope it works out.

monica-sells · ‎12-12-2025

The "hold" is automatic (once the case is opened)

I "think" the buyer can cancel the request (I know the buyer can cancel a return, but dunno about an INR)

Also, I would definitely try CS on the social networks....

I am just thinking out loud...I doubt the buyer would cancel WITHOUT having the new brackets "in hand"

so....if the buyer can open a return case (indicating that they have "received" the item) and you accept the return, they have 20(+) days....in that time frame, you should be able to acquire the brackets and get them to the buyer....the buyer can then "cancel" the return of let the return window expire....everyone is happy, your money is removed from the hold and the buyer has a completed item

Do Not Fail to Reply to any and all requests from ebay

iamalwaysright · ‎12-12-2025

@essentials.division wrote:
Update: yes, I called the manufacturer and they stated if I send them a shipping label they can ship this out by Monday, thank God. I called and spoke to the buyer he was totally satisfied with this outcome. However, someone placed a hold on the case and I cannot comment or reach anyone so I’m not sure how to proceed

Okay cool. Half the battle is won but you still have work to do.

Options:

1) CONTACT EBAY to close out the INR due to the buyer filing the incorrect case. This is supposed to be a not as described return. Tell the agent about the agreement and communication you have with the buyer about this. If the CS agent says the INR will automatically award you anyway, tell them they are wrong because of the $750 SC requirement that you don't have. The automated system will rule in favor of the buyer which will create more complication. But that point should be moot since it's established the buyer filed the wrong case. Insist they close it out and if they need to, have the buyer file a SNAD return for it instead. Or if ebay can turn it into a SNAD return, that's be great too (I doubt it tho).

2) Someone chime in here to confirm this, but I strongly believe that for INR cases to close in favor of the buyer/seller, the buyer or seller is required to go into the INR details and click to "ask ebay to step in." If the neither party does this, the case just sits in the open cases page until it times out in about 30 days and nothing changes. This has happened to me many times as a seller because I was too lazy to ask ebay to step in on INR cases where I knew I was protected because tracking delivery was uploaded. What you need to do is to communicate with the buyer and MAKE ABSOLUTELY SURE he will not click to ask ebay to step in. If he does, you'll be screwed. And just wait for that case to time out. In the meanwhile work on getting the buyer them brackets, give your buyer all the info and be totally transparent with him if he's trustworthy. You kinda owe it to him.

wastingtime101 · ‎12-12-2025

@iamalwaysright wrote:
2) Someone chime in here to confirm this, but I strongly believe that for INR cases to close in favor of the buyer/seller, the buyer or seller is required to go into the INR details and click to "ask ebay to step in." If the neither party does this, the case just sits in the open cases page until it times out in about 30 days and nothing changes.

We're past that @iamalwaysright because @essentials.division said the INR is on hold. The fact it's on hold means it's already been escalated to a case. Seller needs to work the INR problem and fast.

GLORIOUS!

Seller Guide: Nonstandard Packaging

iamalwaysright · ‎12-12-2025

@wastingtime101 wrote:
@iamalwaysright wrote:
2) Someone chime in here to confirm this, but I strongly believe that for INR cases to close in favor of the buyer/seller, the buyer or seller is required to go into the INR details and click to "ask ebay to step in." If the neither party does this, the case just sits in the open cases page until it times out in about 30 days and nothing changes.
We're past that @iamalwaysright because @essentials.division said the INR is on hold. The fact it's on hold means it's already been escalated to a case. Seller needs to work the INR problem and fast.

If the INR is truly on hold, then it's likely that the buyer clicked to "ask ebay to step in." Perhaps they didn't understand that doing so would hurt the issue and they thought they were helping. I wonder why it's on hold tho and not just awarded to the buyer immediately since the tracking doesn't show signature confirmation. That's water under the bridge now, @essentials.division I highly suggest you reach out to ebay on facebook for this right away.

Glimmer of hope. I'd like to believe that the buyer would be honest enough to re-pay the OP for the items if they were awarded the refund from the INR outcome. That would yet be another thing you'd have to work out with your buyer.