Item not received process

[photofoolery]

(On another account) I sold an item on August 11 (Sunday), shipped it August 12, and USPS tracking showed it was delivered to a parcel locker on August 14. Today, the 15th, I received a notice from eBay that funds were on hold because the buyer opened a refund request for an item not received. I responded to the email by uploading the tracking number (it was prepopulated since it was uploaded when I purchased the label on Pirate Ship). I also followed up with the other option, to contact the buyer in which I informed her it was delivered yesterday to a parcel locker, and to check there.

I'm just curious what happens now? Since tracking shows it was delivered I should be covered by Seller Protection. Will eBay notify me when it has been resolved or do I just check to see if they've removed the hold (funds were already sent, so the money would come out of future sales or my card on file). The buyer never notified me, and I'm surprised she was able to open an item not received case so soon.

Since the label was purchased through Pirate Ship, at some point will I need to upload a screen shot showing the address it was sent to, or since eBay sales are imported into Pirate Ship, will eBay be aware of the address it was shipped to? Also, it was shown as "delivered" in eBay orders.

How long should I expect for this case to be resolved? Does it depend on the buyer's response now?

[monica-sells]

It sounds like you did "everything by the book" procedural wise..

the "hold" is an automatic thing....it may take a day or two, but you should be absolved....

I suggest minimizing contact with the buyer, it is their responsibility to provide a secure/safe location for delivery...it is out of your hands....

good luck

[photofoolery]

Thank you!

I kept my reply to her at a minimum, just stating the date of her order, the date it shipped, the date it was delivered, and requesting she check the parcel locker where USPS would have placed it. I don't expect to communicate further with her - as you said, it's out of my hands now.

Kind regards...

[kensgiftshop]

Did you go to the actual return case and respond there, or just through an email?

[photofoolery]

I responded through the actual return case, selecting the first radio button to upload tracking, then choosing the other radio button to contact the buyer in order to tell her to check the parcel locker. The buyer hasn't directly communicated with me at all.

I thought there might be an acknowledgement from eBay in my inbox regarding the status (there wasn't), but I located details in the seller hub "on hold" section where it currently shows I uploaded the tracking and my response to the buyer.

[12345jamesstamps]

This could be where buyer stated item not received or didn't recognize the purchase and went to their banking institution.

"was able to open an item not received case so soon"...sounds like a credit card chargeback ...just a thought and really hard to win.

[mam98031]

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@photofoolery wrote:

I responded through the actual return case, selecting the first radio button to upload tracking, then choosing the other radio button to contact the buyer in order to tell her to check the parcel locker. The buyer hasn't directly communicated with me at all.

I thought there might be an acknowledgement from eBay in my inbox regarding the status (there wasn't), but I located details in the seller hub "on hold" section where it currently shows I uploaded the tracking and my response to the buyer.

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Excellent.  Keep any communication you have with the buyer just like that.  Inside the INR.  You should be covered by Seller protection.  Now all you can do is wait.

How do you know the buyer uses a "parcel locker".  Does it say something in the address it was sent to?  Just curious.

[mam98031]

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@12345jamesstamps wrote:

This could be where buyer stated item not received or didn't recognize the purchase and went to their banking institution.

"was able to open an item not received case so soon"...sounds like a credit card chargeback ...just a thought and really hard to win.

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The OP hasn't described a Chargeback, but a normal INR filed in the Ebay system.

[autopartshzkj-aiusln]

This situation might make you feel a bit anxious and confused, but there's no need to worry too much.

Usually, since the tracking information shows that the item has been delivered, you are within the scope of seller protection. eBay will verify and review the tracking information you provided.

Generally, when the problem is resolved, eBay should notify you of the result. But you can also proactively check whether the funds have been unfrozen.

Regarding whether you need to upload a screenshot showing the shipping address of the label, since the eBay sale has been imported to Pirate Ship and the label is shown as "delivered" in the order, you may not need to upload additional screenshots for the time being. eBay should be able to obtain the relevant information.

The time to resolve this case may depend on the buyer's response. If the buyer confirms that they have received the item after receiving your notification, the problem may be resolved relatively quickly. But if the buyer insists that they haven't received it, it may require further investigation and verification by eBay, which might take a few days or even longer.

During the waiting period, you can continue to pay attention to the progress of the case and keep all relevant evidence and information well for future needs.

[photofoolery]

It doesn't show up as a credit card chargeback, but through the eBay messaging system as a refund request for an item not received.

[sextons-sweet-deals]

Sounds like your buyer may be located out of country. Did you check their profile? It should state what country they are actually from but may have set up a parcel locker with a freight forwarder service in the U.S.

What I don't like if this type of case, is that the tracking you have will only show being delivered to the freight forwarder. You will never know when the buyer actually receives the item unless they leave feedback.

I think some buyers try to play the game of pulling a fast one on a new / younger seller to get them to refund and they still get the item. 

Have you Googled the address that you shipped to? 

[wastingtime101]

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@photofoolery wrote:

I'm just curious what happens now? Since tracking shows it was delivered I should be covered by Seller Protection. Will eBay notify me when it has been resolved or do I just check to see if they've removed the hold (funds were already sent, so the money would come out of future sales or my card on file).

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In a few days you'll see an option to ask eBay to step in @photofoolery . Because this is an INR (item not received) request, you have confirmed delivery to the address on the order, and you are covered by seller protections - go ahead and ask eBay to step in when the option appears. eBay will close the case in your favor and release the funds.

If you do not ask eBay to step in, the INR will remain open until either the buyer escalates or the case times out after about a month due to inactivity.

[photofoolery]

Thanks! I'll be sure to keep any communication within the INR.

The buyer has an address with an apartment number. In the USPS tracking details, it shows "Delivered, Parcel Locker." It's certainly helpful that USPS gave specific information regarding this delivery. When I get deliveries at home it typically states whether it's delivered in my mailbox, left at the front door, or handed to an individual.

[photofoolery]

Thank you! Yes, this situation is a bit unsettling - it took me by surprise  - and I want to be sure to do everything right so as to not jeopardize my seller level. Hopefully eBay will notify me, but I'll also keep checking the status of the funds in the meantime. I'll be sure to keep any relevant information and screen shots on hand.

That makes sense about the buyer's response affecting the timeline. Hopefully she's checked the locker, it was there, and all is well now.

[photofoolery]

Just to be sure after you asked, I checked and her profile indicates United States. Her address is an apartment in Miami. I just searched and see on street view that the apartments each have a wall-mount mailbox attached, and the box I shipped the item in was a little too large to fit based on the dimensions of that style.

Now, I'm beginning to think she assumed it would fit in her mailbox (the item alone would have, however since I prefer to pack to avoid damage, it was shipped in a small box and not a poly mailer). So, I'm wondering now if she just doesn't want to go to the post office to retrieve it from a parcel locker.