Item Not Received- How else can I help?

[68barbie]

I sold an item on 7/26 and shipped it via UPS on 7/27. On the morning of 7/29 the buyer sent a "Request to Cancel a Order" and said he needed the item immediately and couldn't wait any longer.  I checked the tracking and it showed the item was out for delivery,  gave the buyer the tracking number (again) and told him it would be there today. The tracking updated later that evening to "delivered" and I thought all was well.

On Sunday morning he opened an INR and I had until August 4 to provide the tracking number or refund. He mentioned in the case he couldn't wait any longer and had already purchased another item. I entered the tracking number into the eBay case and sent the buyer a message telling him to check with neighbors, in the bushes, etc. because his item has been delivered. He has now messaged me several times, demanding his money back. I contacted Pirate Ship for some extended tracking help and they showed me how to obtain a picture of the delivery from the UPS site. I sent this to the buyer but now he has requested I call him about his refund. Is there anything else I need to do with UPS to help the buyer out? I feel bad his item was either mislaid or stolen after delivery but I'm not sure what else to do.

The eBay case expired yesterday but has not auto-closed. There is an option to "Ask us to help" but I'm reluctant to click it lest it arouse an irate eBay ogre and close in his favor. Should I leave it alone? eBay is not holding my funds so there is no urgency on my part except to not have something hanging over my head. My next fear is he will either 1) go for the SNAD and return a rock or 2) file a chargeback. The item was $300 including taxes and shipping so it's not small change.

Thoughts?

-C

[kensgiftshop]

No, don't ask Ebay for help.

If tracking shows the package was delivered, they should close the case in your favor.

[68barbie]

Thank you- I didn't think it would be wise to poke the eBay bear so I thought I'd better confirm that with others.

-C

[jscar59]

Hopefully you replied yesterday to provide the tracking number to ebay in the INR case.

[supercharger-parts]

Don't click the "ask us to help" button.  Let it close on it's own.  If you uploaded the tracking to the case and it had a delivery scan, you are in good shape.  Once the case closes, it should be found in your favor and then if the buyer does initiate a chargeback, eBay should protect you because you won the case.  They do not protect you if you do not win the case........so just wait for the automatic closing. 

[ed8108]

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@68barbie wrote:

I entered the tracking number into the eBay case and sent the buyer a message ... He has now messaged me several times, demanding his money back. I contacted Pirate Ship for some extended tracking help and they showed me how to obtain a picture of the delivery from the UPS site. I sent this to the buyer but now he has requested I call him about his refund. 

The eBay case expired yesterday but has not auto-closed. 

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Add buyer to your BBL

[kensgiftshop · Accepted solution]

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@68barbie wrote:

Thank you- I didn't think it would be wise to poke the eBay bear so I thought I'd better confirm that with others.

-C

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As a seller, if you have an open return, you never want to ask Ebay to step in.

If you do, no matter what they tell you, they already know whats going to happen and it never turns out good for the seller.

[68barbie]

I replied the day the case was open and the case currently confirms "You updated tracking details."

-C

[68barbie]

So today the buyer escalated the case to eBay noting "someone took my package" but eBay found in my favor since tracking showed delivered. However, as expected, he then opened a Return request citing "Doesn't Fit." I asked him how is it the item doesn't fit if he never received it? He replied that he had my order mixed up with someone else's and that he received it but it just doesn't fit. I am going to upload a UPS label to the case in a little bit and fully expect to receive either 1) a rock or 2) his old turbocharger returned in short order.  (sigh)

-C