Return case opened

[sharingtheland]

Sometimes I wonder if I retain any information nowadays...

Buyer opened INR case.  Tracking shows "delivered front porch."  It's not on the front porch.  Tells me to handle it.

(This is not a scamming buyer; just - oh sigh - someone with single digit feedback.)

I messaged her with instructions to contact her carrier and/or take the tracking number to her post office.  I possibly threw in a line about nothing I could do that she couldn't do better <---worded sweetly.   And of course I uploaded tracking number and tracking info showing delivery in the opened case.

Next day - aha ! - package is located by the back door.  

Question:  What does the buyer see on her end to close the case?  Do I dare give her instructions to close it or do I just - shudder - call ebay myself?  Is there any way she can hit the wrong button in closing the case that will doom me?

[moo*cow*corner]

I had one of those not too long ago. I got a CS PIN number regarding the case and called. The automated system asked if I was calling about the INR. I said yes, and the system handled it all without ever talking to a CS person. Closed in my favor. I liked it!

[tunicaslot]

Wow moo - that's wonderful - Ebay is stepping up with automated services now - wonder if it's as easy for buyers to escalate?

[goodluckselling]

I generally just let it time out.  Since you uploaded the tracking number into the request details and also gave suggestions to the buyer, you have done the two things eBay wants us to do in these instances.

The wording I generally use for these instances is this.

I have uploaded the tracking number into the request details for you to have easy access to it.  Your local post office can use this info to help you figure out where the delivery took place.  I can also the have a missing package investigation opened ( online through my USPS account) but I will have to include your personal info into the investigation so they can contact you.  Please let me know what you find out with your local post office.

Good Luck Selling!

[monster-deals]

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@sharingtheland wrote:

Is there any way she can hit the wrong button in closing the case that will doom me?

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No but they could decide they didn't like your tone or spelling or color of the tape you used  or the weather and leave you a negative.

Call it in a get it closed ASAP.

[sharingtheland]

moo, when you say "CS PIN number regarding the case," do you mean a callback number?  Or a number associated with the case?

I mean, did you talk to a human to get that PIN?  Was it linked to the case or just a general callback?

Did that make sense?

I totally agree with tuni; if this is how this is going to be handled in the future - awesome !  My unawesome reaction is what could glitch up in this automated system?

[moo*cow*corner · Accepted solution]

@sharingtheland 

Made sure I was logged in on my seller account and went to the Resolution Center in the Hub. Clicked on "My problem is not listed here."  At the bottom of the next page, I found the call us page and clicked on "Help a buyer with an item they didn't receive". The next page gave me a PIN number (one time passcode).  I called with that number on my screen, and the whole thing was handled by the automated system. Minimal hold time and never spoke to an actual human. Closed in my favor within minutes of  the call's completion.

[sharingtheland]

You are most wonderfully wonderful, moo !

I'll do that right after I get back from hitting the little white ball on the links.  60-65 degrees today for some reason, although very windy and not sunny but hey - snow forecast for tomorrow so I am outta here !