No response after case put on hold

[jscloset1]

Hi there,

I recently had to open a case for a buyer - here is why:

The item was said to be delivered on Jul 17, however the buyer stated that they didn't receive the item. I apologized, called UPS and was told the only info I can get is that it says delivered with a signature matching the customer.

Fast forward to Jul 19, suddenly the tracking changed from delivered to "on the way" again. I called UPS, and they had no explanation for this. I opened a case, and escalated it to ebay. I was told the case will be put on hold until August 1st to allow for shipping delays - no problem. Today, evening of August 2nd, I contacted chat support to see if there has been any development considering the case was supposed to be only on hold until August 1st, but all I'm being told is to keep waiting. Whats the point of the hold if afterwards its still not being worked on?

As it stands, Both the buyer and me are out a lot of money,  and they are understandably frustrated. How can I get in touch with someone who can resolve this? chat customer service seems to give a different answer every single time.

[12345jamesstamps]

Chat customer is exactly that....just a chat.

I would do nothing. Buyer has to open a claim on eBay. Your item has tracking. It's out there. Some people refund before a claim is opened by the buyer on eBay.

Did you google the address of buyer? Is it a house or maybe a commercial building which will be going freight forward to another country? You can get a photo of address just by googling the address.

It sounds freight forwarding to me....but I could be wrong.

[jscloset1]

The claim (case) has been opened since Jul 19 or 20 already, thats what I stated in the post.

[kensgiftshop]

UPS is the only one that can solve it.

They are the ones that said it was delivered one day, then a couple days later, said it's on the way.

Ebay is keeping the case on hold to see what's going on.

[joseh1445]

I am going to be as gentle as I can.  You are the seller.  The buyer did not got the item.  You are only thinking what the buyer told you.  I am sorry, but buyers make up stuff all the time.  Why?  Very simple, to get things for free.  And since you are a brand new seller.  I am telling you this, because I have been there.

Good luck on your selling journey!