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?

[photofoolery]

Thank you! I'll be on the lookout for that option. I've read it's not good to ask eBay to step in, so it's good to know in this case it is okay and won't count against me.

Now I suspect she may not retrieve the package from the parcel locker, and if she doesn't it will apparently be returned to me. I guess if that happens, I'll be back to ask questions about that scenario.

[wastingtime101]

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@photofoolery wrote:

Now I suspect she may not retrieve the package from the parcel locker, and if she doesn't it will apparently be returned to me. I guess if that happens, I'll be back to ask questions about that scenario.

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I doubt that will be the case. Package doesn't have an awaiting pickup scan; it has a delivered scan.

Parcel lockers are generally on site and the carrier leaves a key in the recipient's cluster mailbox. If the buyer truly doesn't have the package it's either because the carrier forgot to leave the key or because they left the key in the wrong box and the recipient's neighbor may have the package.

Either way, tracking shows it was delivered so if there was a local delivery issue, your buyer would need to work with their carrier to locate the package.

[mam98031]

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@photofoolery wrote:

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.

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That is interesting.  But even if it didn't say there was a parcel locker, if it was delivered to the address the buyer gave you, seller protection should have you covered.  Hopefully the few days this may take to work everything out doesn't cause you a hardship regarding the funds.

[mam98031]

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@photofoolery wrote:

Thank you! I'll be on the lookout for that option. I've read it's not good to ask eBay to step in, so it's good to know in this case it is okay and won't count against me.

Now I suspect she may not retrieve the package from the parcel locker, and if she doesn't it will apparently be returned to me. I guess if that happens, I'll be back to ask questions about that scenario.

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For us that have been through this multiple times, it is easy for us to say relax, everything will be fine and for you to take that advice and just relax.  I remember my first one and I was so nervous about it.  I just want to assure you that the rules and policies are in your favor.  You will be fine and you will be keeping your money.

INRs are the easy claims to handle.  They also have the best Seller Protection.  Now INADs are different, more complicated and need to be taken on a case by case bases.  These are usually the types of claims you don't want to ask Ebay to step in on the vast majority of the time as Ebay is pretty consistent about ruling against the seller.  But this is NOT the same for INRs.

If the buyer doesn't pick up the parcel and if somehow it gets back in the hands of the carrier, you are still fine.  You are still covered under Seller Protection.  It is not a seller's fault if a buyer refuses a shipment or declines to pick it up.  That is still considered Delivered and sellers are protected.

You are going to be fine and your money will stay with you.

[photofoolery]

@mam98031 Another scenario I was worried about just came to pass - the buyer just left me a negative and in Spanish she essentially states item not received. That hurts; although I have a lot of sales, the majority were in the past and not within the last year so there aren't many positives to offset it.

I know to respond professionally; I will just give the basics: purchase date, ship date, delivery date. I've seen so many sellers respond to a negative that didn't bother me, but their response to it was terribly unprofessional and sent me looking elsewhere.

Is there a process to appeal for eBay to remove this negative since it's proven to be delivered?

I've also seen a link to "report buyer," would this be something to report the buyer for?

[mam98031]

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@photofoolery wrote:

@mam98031 Another scenario I was worried about just came to pass - the buyer just left me a negative and in Spanish she essentially states item not received. That hurts; although I have a lot of sales, the majority were in the past and not within the last year so there aren't many positives to offset it.

I know to respond professionally; I will just give the basics: purchase date, ship date, delivery date. I've seen so many sellers respond to a negative that didn't bother me, but their response to it was terribly unprofessional and sent me looking elsewhere.

Is there a process to appeal for eBay to remove this negative since it's proven to be delivered?

I've also seen a link to "report buyer," would this be something to report the buyer for?

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I don't see it on your account.  Did you get it removed?

" ...buyer just left me a negative and in Spanish she essentially states item not received."  What does that mean?  What else did they say?  The entire post is important.  You can post it here, I can translate it if you'd like.

You can only "appeal" the removal of a FB if you have attempted to have it removed and been denied. Before you try to have it removed, review the buyers Feedback for Others.  See if they regularly do something like this.  If they do, that is FB abuse and when you request for the FB to be removed, it would be an important point to them them that the buyer abuses the system.   Your first step is here:  

Go to the Seller Help page. Towards the bottom of the screen you will see a place to click on to submit the feedback for removal.

https://www.ebay.com/sellercenter/protections/seller-help

To report your buyer, the link is below.  Just keep in mind, the simple fact they left you a negative FB is not reason to report a buyer unless they stated untruths, foul language or some other feedback rule.

https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084

[photofoolery]

It's on my other account.

The odd thing is, I posted here right after I saw the negative. Then I went back to see what my 100% rating was down to because of her negative since I didn't look at that before. But the negative was gone. So, I can only assume there's something set up automatically in eBay that removed it (at least for now).

As far as what was there originally, it was simply three or four words in Spanish and I'm pretty sure it was simply something to the effect of "Item not received." 

Thanks for the link, I'll bookmark it in case the negative shows up again. 

Under "Orders," it shows a negative was left (red circle with a line through it) where the icons are for feedback left and received. I looked at her feedback left for others, and it's not there. I certainly regret that I had already given her positive feedback. My feedback for her was the last left (#13 - definitely MY unlucky number for years now), and she had only left one positive feedback for a transaction over a year ago with a thumbs-up icon and no text. I didn't expect she'd be a problem buyer.

I mainly wondered about reporting the buyer since she said item not received when delivery confirmation showed it was. I didn't know if that was a legitimate reason to use that option.

[photofoolery]

I just saw where the buyer emailed me a couple of hours ago through eBay and merely said, in perfect English instead of the Spanish she used when she left the negative feedback, "I did not receive the package."

Since I responded yesterday to the item not received case she opened and eBay indicated they notified the buyer of the tracking number, and eBay shows it sent my message where I gave the ship date and delivery date and told her to check the parcel locker, I really don't want to respond to her further. It seems like it would be futile.

This small sale has turned out to be such a pain!

I thought perhaps the case was closed in my favor since the negative feedback disappeared, but I can't find anything showing it was closed; the hold for the funds (negative balance) is still under "Payments."

Thank you to everyone who has replied to my post.

[mam98031]

There are various feedback protections for sellers IF in a specific situation that FB is automatically removed.  Without details, there is no way to guess what rule it was that came into play.

I'm glad it is a problem no more.

[mam98031]

Ebay's protection for sellers on INRs is very good as long as a few simple rules are met.

Seller ships within their stated handling time.

Seller ships to the address on the buyer's payment.

Seller ship via an approved Ebay carrier, with tracking and uploaded to Ebay.

Seller has signature required if the order is worth $750+

Do that and we have very good protection on this site in regards to INRs

[photofoolery]

I met all those requirements. I have a two-day handling time; she ordered on Sunday and I shipped on Monday to the address on her payment, USPS tracking info was uploaded as soon as I purchased the label and the package was delivered to the parcel locker on Wednesday. She opened the INR on Thursday morning without contacting me first, left the (disappearing) negative on Friday, then sent a message through regular eBay messaging simply stating she hasn't received the item.

She didn't respond to my response (on Thursday) through the INR case process in which I told her it was delivered and to check with her carrier about the parcel locker. Since her negative feedback was in Spanish and her short message yesterday was in English, I'm wondering if there's some kind of language barrier at play. I have had and have Hispanic neighbors and the adults typically don't speak English but the children do and serve as interpreters.

From what I understand, there will eventually be an option for me to escalate to request the case be closed in my favor, perhaps on the 20th which I think was the deadline for me to respond to the INR? I also don't know how long the post office will hold her package in the parcel locker before returning it, I couldn't find a hard and fast rule on that when searching. If that happens, then I'm hoping I can just refund her for the cost of the item less shipping.

I also want to block her but don't think I should until the INR is resolved since apparently it would block communications too.

[mam98031]

It is unlikely that the Parcel locker is at the Post office.  It is most likely at wherever they live.  Communities often have a Parcel Locker for packages to be delivered to for residences.  

[a_c_green]

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@photofoolery wrote:

Since her negative feedback was in Spanish and her short message yesterday was in English, I'm wondering if there's some kind of language barrier at play. I have had and have Hispanic neighbors and the adults typically don't speak English but the children do and serve as interpreters.

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Write your reply in clear, short, declarative English sentences, then copy-and-paste the paragraph into Google Translate, and send both together to your recipient:

"Hello, The tracking of your package shows that it was delivered to a parcel locker at your address. If you cannot find it, please ask your carrier where it was delivered. I hope that helps.

Hola, el seguimiento de tu paquete muestra que fue entregado en un casillero de paquetes en tu dirección. Si no lo encuentras, pregunta a tu transportista dónde fue entregado. Espero que te sirva de ayuda."

Ref: https://translate.google.com/?sl=en&tl=es&op=translate 

[photofoolery]

Thank you, @a_c_green - excellent advice! I just went and added the response in both languages within the INR request. Maybe this will somehow connect with the buyer so she can find her package since my original response to the INR apparently didn't.

Kind regards...

[photofoolery]

Hello again. The option to "Ask eBay to step in" finally appeared within the INR the buyer opened against me.

I just want to confirm, as the seller if I ask eBay to step in and close this will it count against me in my metrics? My understanding is that it won't, but I just want to be certain. I'd like to just have this go away sooner rather than later since USPS tracking shows the package was delivered to the parcel locker. The buyer has not responded to my responses within the INR she opened. I want to block her as soon as the case is closed.