mam98031 • Volunteer Community Member • Buyer/Seller since 1999
I seem to be encountering a bug with an item not received case and I'm wondering if anyone else is experiencing the same thing? A buyer opened an INR case against me for a package that's been confirmed delivered to the address they provided, but when I try to update the tracking in the case it defaults to and stays locked on "No, I don't have a tracking number". It will not let me switch to "Yes, I will provide tracking number". I don't want to submit the number if it also submits the conflicting selection of not having a tracking number with it. I'm not sure it's even possible to submit the number because it won't let me select USPS as the carrier either. I'm experiencing this issue on both my computer (Windows) and phone app (Android).
I've always been able to add the number without issues in the past, so a bit concerning as I'm on the clock to respond. For clarification, do I even have to update the tracking on the case if the number is already listed on the order page? I was always told by support and other sellers to update it anyway, but I'm not sure if it's actually necessary.
@wastingtime101 wrote:
kyle@ebay wrote:
You're certainly not required to enter in the tracking info to a case if you uploaded it to the order.
Hey kyle@ebay. Previous reps have said you're not required to add tracking, but you are required to respond to the INR in some way. Is that still accurate as of today?
If someone doesn't upload tracking, the other option for responding is to send a message through the claim.
So you have to respond and that can be done in the form of adding tracking or sending a message through the case (not to be confused with sending a message through the eBay message system).
Personal experience: whenever I click the button to add tracking on an INR, it prefills the tracking number already tied to the order and all I have to do is click submit. Unless something changed recently, it's a really fast process.
Hey @wastingtime101, generally speaking, cases will still require a response. Like you mentioned, it's usually going to be super quick to submit the prefilled info and then you're done. There may be times though, that everything lines up perfectly already, so you'll see what @stainlessenginecovers mentioned here and you won't need to respond at all.
Kyle,
For me, if I get one of these, I respond to the buyer through the INR and explain to them that the tracking shows received, when it was received and I give some recommendations that they can do to try and locate the package.
@inhawaii wrote:Glad you got it worked out.
I didn't have anything to work out. I'm simply tried to explain what is required of a seller and what isn't in the case of an INR. It is just a simple misunderstanding you and the OP has / had on the subject. I've just tried to help clarify things, nothing more.
