(Scam or Incompent) Buyer Paid Local Pickup/Expected Shipping/Opened Dispute/Will Not Cancel Dispute

[sceneographer]

Hey all, so I've had a few hours on phone this past wekk with ebay CS and a supervisor.  Tomorrow is last day I have to respond to the dispute, but, of course, there's no option for me to counter-dispute that the buyer in NC (I'm in NYC), paid for a local pickup-only elliptical machine, and the options are only for me to agree to refund, or upload shipping info.   I've been asking him to please cancel the dispute, he claims he's been on the phone with CS for hours every day, and they haven't given him instructions for canceling this dispute.  I initiated contact with him to give him my location, and that's when he replied that he didn't understand this item was pickup only.   I've since emailed him at least 4 times, asking him to kindly cancel the dispute.  He keeps claiming he's trying.

I asked ebay if agreeing to refund in this dispute will have any negative impact on my account, and they said that it wouldn't.  But, I don't trust ebay, because I feel like this will be logged somewhere in my account if another dispute or problem occurs, even if it doesn't affect my seller rating.  So, I wanted to ask the community what your experience is, and in past I have just cancelled orders, but didn't have a chance to immediately for this one.   If anyone can tell me what happens in such a case where the buyer is at fault and seller is forced to refund through a dispute vs. a simple cancellation, I'd really appreciate it!  Hope everyone's having a great week, in NYC we're in a grey-brown haze from the fires in Canada, it looks like 7pm at 2pm.  🌫️🌫️😶‍🌫️😶‍🌫️

[myangelandmyprincess]

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@sceneographer wrote:

Hi, right, so ebay told me numerous times I would be able to cancel this sale once the dispute was lifted.  The dispute also allows me as a buyer to leave negative feedback for the buyer, even though I'm not going to do that.     Anyway, problem is solved by calling ebay again.

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The person who told you that was inaccurate. You would still get an error that a case had been opened previously even though it was already closed now.  

You also cannot ever leave negative feedback for a buyer. 

[mam98031]

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@myangelandmyprincess wrote:

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@sceneographer wrote:

Hi, right, so ebay told me numerous times I would be able to cancel this sale once the dispute was lifted.  The dispute also allows me as a buyer to leave negative feedback for the buyer, even though I'm not going to do that.     Anyway, problem is solved by calling ebay again.

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The person who told you that was inaccurate. You would still get an error that a case had been opened previously even though it was already closed now.  

You also cannot ever leave negative feedback for a buyer. 

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What is an "error"?  Heck do we even know if this was an INR or an INAD?  I've asked, but no answer yet.  The type of claim makes a difference.

Are you talking about a ding in the Service Metrics?  It is unlikely this seller has so many that they are anywhere near a problem with the Service Metrics.

[myangelandmyprincess]

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@mam98031 wrote:

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@myangelandmyprincess wrote:

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@sceneographer wrote:

Hi, right, so ebay told me numerous times I would be able to cancel this sale once the dispute was lifted.  The dispute also allows me as a buyer to leave negative feedback for the buyer, even though I'm not going to do that.     Anyway, problem is solved by calling ebay again.

---

The person who told you that was inaccurate. You would still get an error that a case had been opened previously even though it was already closed now.  

You also cannot ever leave negative feedback for a buyer. 

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What is an "error"?  Heck do we even know if this was an INR or an INAD?  I've asked, but no answer yet.  The type of claim makes a difference.

Are you talking about a ding in the Service Metrics?  It is unlikely this seller has so many that they are anywhere near a problem with the Service Metrics.

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I mean that cancellations, INR, SNAD all get classified as open "cases". Even though they don't the term case until it's escalated it kind of contradicts with the error message.  Anyhow if a "case" (cancellation or dispute) is opened & then closed if any other kind of cancellation or dispute is attempted an error message happens saying a case has already been opened.  Seen several sellers who have received issues when trying to cancel or refund after a dispute was opened and closed.  

[myangelandmyprincess]

Of course the exception to this is if a buyer opens a cancellation they can still open a dispute later why it works one way but sellers have an issue working it the other way who knows.  Maybe it is something they have fixed now but it still would be something I wouldn't recommend the buyer do with closing a case as they wouldn't have any other grounds for a refund if the seller didn't refund. 

[mam98031]

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@myangelandmyprincess wrote:

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@mam98031 wrote:

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@myangelandmyprincess wrote:

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@sceneographer wrote:

Hi, right, so ebay told me numerous times I would be able to cancel this sale once the dispute was lifted.  The dispute also allows me as a buyer to leave negative feedback for the buyer, even though I'm not going to do that.     Anyway, problem is solved by calling ebay again.

---

The person who told you that was inaccurate. You would still get an error that a case had been opened previously even though it was already closed now.  

You also cannot ever leave negative feedback for a buyer. 

---

What is an "error"?  Heck do we even know if this was an INR or an INAD?  I've asked, but no answer yet.  The type of claim makes a difference.

Are you talking about a ding in the Service Metrics?  It is unlikely this seller has so many that they are anywhere near a problem with the Service Metrics.

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I mean that cancellations, INR, SNAD all get classified as open "cases". Even though they don't the term case until it's escalated it kind of contradicts with the error message.  Anyhow if a "case" (cancellation or dispute) is opened & then closed if any other kind of cancellation or dispute is attempted an error message happens saying a case has already been opened.  Seen several sellers who have received issues when trying to cancel or refund after a dispute was opened and closed.  

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That is ONLY in the Service Metrics.  As I said before, it is unlikely that the OP is anywhere near having any kind of problem with the Service Metrics.  It should also be noted that the sanctions in the Service Metrics for INRs are different than they are for SNADs / INADs.

I still don't know if the OP is dealing with an INR or INAD.

[mam98031]

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@myangelandmyprincess wrote:

Of course the exception to this is if a buyer opens a cancellation they can still open a dispute later why it works one way but sellers have an issue working it the other way who knows.  Maybe it is something they have fixed now but it still would be something I wouldn't recommend the buyer do with closing a case as they wouldn't have any other grounds for a refund if the seller didn't refund. 

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If a buyer is opening a cancellation it would be either because they no longer want the item, but they paid or they no longer want the item and did not pay.   The REQUEST for cancellation would need to be accepted or rejected by the seller before the buyer could open a claim.  Not to mention the claim they would open would be an INR and in most cases buyer's can't open them until 1 day AFTER the latest date on the ETA.

Seems we are really adding way to much detail without being clear is this an INR or a INAD that the OP is/was dealing with.

[myangelandmyprincess]

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@mam98031 wrote:

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@myangelandmyprincess wrote:

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@mam98031 wrote:

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@myangelandmyprincess wrote:

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@sceneographer wrote:

Hi, right, so ebay told me numerous times I would be able to cancel this sale once the dispute was lifted.  The dispute also allows me as a buyer to leave negative feedback for the buyer, even though I'm not going to do that.     Anyway, problem is solved by calling ebay again.

---

The person who told you that was inaccurate. You would still get an error that a case had been opened previously even though it was already closed now.  

You also cannot ever leave negative feedback for a buyer. 

---

What is an "error"?  Heck do we even know if this was an INR or an INAD?  I've asked, but no answer yet.  The type of claim makes a difference.

Are you talking about a ding in the Service Metrics?  It is unlikely this seller has so many that they are anywhere near a problem with the Service Metrics.

---

I mean that cancellations, INR, SNAD all get classified as open "cases". Even though they don't the term case until it's escalated it kind of contradicts with the error message.  Anyhow if a "case" (cancellation or dispute) is opened & then closed if any other kind of cancellation or dispute is attempted an error message happens saying a case has already been opened.  Seen several sellers who have received issues when trying to cancel or refund after a dispute was opened and closed.  

---

That is ONLY in the Service Metrics.  As I said before, it is unlikely that the OP is anywhere near having any kind of problem with the Service Metrics.  It should also be noted that the sanctions in the Service Metrics for INRs are different than they are for SNADs / INADs.

I still don't know if the OP is dealing with an INR or INAD.

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I'm not talking about service metrics at all.  I'm talking about an error message when trying to select to cancel or open a dispute that won't let you because one was already previously opened. 

[myangelandmyprincess]

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@mam98031 wrote:

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@myangelandmyprincess wrote:

Of course the exception to this is if a buyer opens a cancellation they can still open a dispute later why it works one way but sellers have an issue working it the other way who knows.  Maybe it is something they have fixed now but it still would be something I wouldn't recommend the buyer do with closing a case as they wouldn't have any other grounds for a refund if the seller didn't refund. 

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If a buyer is opening a cancellation it would be either because they no longer want the item, but they paid or they no longer want the item and did not pay.   The REQUEST for cancellation would need to be accepted or rejected by the seller before the buyer could open a claim.  Not to mention the claim they would open would be an INR and in most cases buyer's can't open them until 1 day AFTER the latest date on the ETA.

Seems we are really adding way to much detail without being clear is this an INR or a INAD that the OP is/was dealing with.

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Agree there even knowing what kind of dispute doesn't seem important to me.  All that needed done was refund which is all I said in my first response.  I guess I should have added the op wouldn't get any defect for refunding in that first message but I just thought keep it basic.  

[mam98031]

Was this claim an INR or a SNAD?

There are only TWO ways in which a dispute / claim counts against a seller.

On the Seller Dashboard we get Defects for the various categories shown on the Dashboard if the seller has incurred a Defect.

Seller Dashboard

Then there are dings we can get in the Service Metrics when an INR or INAD is opened for any reason.

Service Metrics

To know the best way to handle a dispute / claim, the first thing you need to know is what kind is it.  They aren't all create equal nor are they all handled in the same way.

[mam98031]

Wow, I really misunderstood your posts.

[house*of*paws]

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@mam98031 wrote:

Was this claim an INR or a SNAD?

There are only TWO ways in which a dispute / claim counts against a seller.

On the Seller Dashboard we get Defects for the various categories shown on the Dashboard if the seller has incurred a Defect.

Seller Dashboard

Then there are dings we can get in the Service Metrics when an INR or INAD is opened for any reason.

Service Metrics

To know the best way to handle a dispute / claim, the first thing you need to know is what kind is it.  They aren't all create equal nor are they all handled in the same way.

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SUMMARY:  The buyer paid for a Local Pickup Only item ... and expected it to be shipped.  The buyer filed 'a dispute' when told it could not be shipped.  The OP is concerned about avoiding negative repercussions in their response to the dispute.

It seems reasonable that an INR dispute was filed.  But even if the buyer wrongly filed a SNAD ... the OP's only correct response is a refund.  

[house*of*paws]

[Ran out of editing time.]

I'm concerned that the OP might start to question all of the correct advice they received because the 'type of dispute' has entered the discussion.  

It just doesn't matter.  All that matters is refunding the buyer before they can bring eBay into the case.

[mam98031]

Look I just had a simple question that no one but the OP can answer.  I know it is too late now because the OP has resolved their problem.  But the best way to handle whatever the dispute was, was dependent on what type of dispute it was.  The two are simply not handled the same way.

I understood what the OP's concerns were.  And I too in my first post on this thread stated that IF it was an INR that the best approach for the OP was to refund the item and move on.

[mam98031]

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@house*of*paws wrote:

[Ran out of editing time.]

I'm concerned that the OP might start to question all of the correct advice they received because the 'type of dispute' has entered the discussion.  

It just doesn't matter.  All that matters is refunding the buyer before they can bring eBay into the case.

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Whether or not the advice was correct is completely dependent upon what kind of dispute it was.  So while you may be concerned that I even asked the question, I'm concerned that no one before me asked before giving advice.

[tabcu51]

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@sceneographer wrote:

Hi thank you.   I think you understand my post.  You gave me some really excellent advice about local selling and how many buyers don't seem to understand this type of purchase.   I've tried local selling a large item once in past, and the buyer wanted me to travel to his location, which was not what was offered.   I was able to cancel without any issues.

"I think today there's a method by which a buyer / seller can show delivery even for local pickup, that would be the caveat because I know years ago if you let it time out the buyer wouldn't get a refund since they never picked it up..."

I was wondering about this too if ebay had to step in, showing proof that the buyer chose an item for local pickup.  Ebay has changed a lot for sellers.    The least-hassle-factor for sellers is the default because CS doesn't have the answers or gives misinformation.  Thank you again for your thoughtful response!

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Yeah I believe on a local pickup sale you do something through the ebay app to the effect that the buyer "confirms" they have picked up the item, not sure if the seller does it or the buyer but probably both and it sends each other a code or some such thing... I know, sounds complicated but what I was getting at is make sure to read up on this local pickup and what you need to do before selling any more of those, or do what I do and sell them on another venue (I am not sure I can elaborate on which one I use but I think I can state that I use a certain social media page for that purpose and do relatively well).