Seller protection due to weather

[partfinds]

I shipped priority package ($300)  from NY to CA during bad weather on East Coast on 1/28/2022. Package still shows in transit. Ebay let buyer open NR case. I filed missing mail report and claim. What do I tell buyer? How to respond properly? why is Ebay not protecting when they announced seller protection for east coast inclement weather? What am I missing?

[katzrul15]

Reach out to e-Bay CS on social media.

https://facebook.com/eBayForBusiness

Send them a private message - message button upper right on landing page.

Good luck!

[klhmdg]

Update the tracking number in the case.

Then message the buyer with the tracking and let the buyer know you have contacted the USPS for status.

[stainlessenginecovers]

Not sure what type of 'protection' ebay is giving but doing a report with usps sometimes shakes it loose (as you stated you did); Looks like they are giving you until the 16th to refund (don't want to wait until 17th)

[partfinds]

How long do they take to respond?

[katzrul15]

@partfinds 

I typically get a response the same day

[trbl13]

I Track all my USPS eBay Packages until they are Delivered and I Update my Buyers.. letting them

know Where their packages might be..on the way to Delivery....It seems to help me from

getting INRs or Requests for Refunds before Delivery....Buyers seem to like Communication

and Reassurance from Sellers..especially if items take longer than usual to arrive....

[eunster1313]

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@stainlessenginecovers wrote:

Not sure what type of 'protection' ebay is giving but doing a report with usps sometimes shakes it loose (as you stated you did); Looks like they are giving you until the 16th to refund (don't want to wait until 17th)

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eBay continues to extend seller protections to all sellers impacted by severe weather

https://community.ebay.com/t5/Announcements/eBay-continues-to-extend-seller-protections-to-all-selle... 

[partfinds]

I was told I have to escalate in 5 days and that I am protected but they don’t know what they will be able todo during escation. Get it? I asked for refund deadline extension till post office completes mail search (it takes longer than Ebay 5 days mandate to refund). Maybe someone already went through it and can chime in on what the process was? I don’t want buyer to get both refund and package (later on if found).

[coffeebean832]

It says they will "protect your seller performance"- it does not say they will cover refunds for INRs.

https://community.ebay.com/t5/Announcements/eBay-to-extend-seller-protections-to-sellers-impacted-by...

You will have to refund the buyer. If the package is lost then any insurance should pay out. If the package is delivered within 30 days then you can file an appeal and eBay will issue you a courtesy credit for the refund you gave the buyer.

You have a couple days yet- the package might appear on tracking in that time. Wait to respond to the INR as long as you can.

[partfinds]

 thanks for input and translation.

I am not looking for Ebay to cover refund amount but to grant me couple extra days for mail search to complete. Buyer is patient. I really thought package was delivered but not scanned. This was the only package that had trouble during that time.

i saw other posts that Ebay rejects appeals when the package was delivered after refund during holidays due to delays.

[slippinjimmy]

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@partfinds wrote:

 thanks for input and translation.

I am not looking for Ebay to cover refund amount but to grant me couple extra days for mail search to complete. Buyer is patient. I really thought package was delivered but not scanned. This was the only package that had trouble during that time.

i saw other posts that Ebay rejects appeals when the package was delivered after refund during holidays due to delays.

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The most important factor in how eBay long it's been since the last scan.

I had an INR opened on a slightly delayed shipment, the last tracking was 3 or 4 days before the INR was opened. It was one of the weather related delays, All I did was add the tracking to the claim and msg the buyer via the case that delivery would be expected soon as the tracking was showing recent movement to their area after an initial delay in MY area. The next day eBay sent me a message that because the tracking was still showing progress they would put a hold on the claim for xx days (I think it was 10 but might have been 7).

3 days later the package was delivered, buyer was happy and the inr case just sat there for three weeks, then was closed by eBay.

[ittybitnot]

I was told I have to escalate in 5 days and that I am protected but.....

@partfinds 

For some reason, I don't think that is a really good idea.   Likely because in the last few years any seller that "escalates" a case will receive the typical autobot message that "we have found in favor of the buyer" in about five minutes.  

If you received this information via the regular chat or call back customer service you are taking your chances by believing what they say.   Just my opinion, of course, but I feel ethically responsible to tell you anyway.  

[yuzuha]

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@slippinjimmy wrote:

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I had an INR opened on a slightly delayed shipment, the last tracking was 3 or 4 days before the INR was opened. It was one of the weather related delays, All I did was add the tracking to the claim and msg the buyer via the case that delivery would be expected soon as the tracking was showing recent movement to their area after an initial delay in MY area. The next day eBay sent me a message that because the tracking was still showing progress they would put a hold on the claim for xx days (I think it was 10 but might have been 7).

3 days later the package was delivered, buyer was happy and the inr case just sat there for three weeks, then was closed by eBay.

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I had the exact same experience, only the package was more than slightly delayed. It was during the Christmas chaos of 2020-- it disappeared off the map for nearly three weeks, buyer filed an INR, and then the very next day it popped up again with a scan. I added the tracking info that showed the package was still moving through the system and eBay automatically granted an extension because it had received a recent scan.

[calntom]

Back around the holidays of 2020, most sellers knew the, then current INR in and outs by heart. Top topic on the boards.  It has been so long since I have had an INR or shipping delay, I have forgotten some of the timelines, seller moves, etc