What's the proper way to deal with a "I didn't get it/I still want it" dispute?

[ccrrefills]

I've often gotten caught being forced to both re-ship an order because the buyer says they still want it in the dispute, only to have to give a refund to the buyer shortly after when I realize eBay requires the dispute be resolved before the 2nd shipment will likely arrive.

What's the point of the "I still want it" option if eBay doesn't allow the time for a 2nd shipment to arrive and what's the proper way to deal with these?

I assume I have to refund and tell them to order again? So again what's the point of the "I still want it" option?

[richard1rst]

I have run into the same thing on occasion. First are you sure the original package is actually lost, not just delayed to be delivered late? If it was USPS check the USPS web site tracking and do not rely solely on eBay.

If you are satisfied it has been lost then here is what I have done repeatedly and successfully.

Package the replacement and generate a label so you have a tracking number for the new package.

At the top of eBay’s page is a link “help and contact”. Click that. Ignore what is on the next page and immediately scroll to the bottom of the page. Click the email us link. On the next page select the link referring top deliveries.

Explain in clear and simple language (my polite way of saying DO NOT go off on a lengthy rant - that will just turn them of).

Identify the buyer, the sales number and the item and the INAD case number.

Explain that you have sent a replacement and have the tracking number handy. Ask them to put a hold on the case to give time for the replacement to arrive. They will automatically add a 10 days hold and then they will watch the tracking. Once the package is delivered eBay will close the case without a refund and without any dings on your account.

As I have mentioned I have done this repeatedly and successfully.

Others will do doubt offer other plans. I can not speak to them as this is the way I have always done it and it has always worked.

[robbie31415]

I do not issue lost items on the same transaction.

If I know it was lost I give a full refund and close it.

If they still want they can rebuy it, I usually give a 20% discount from the original price.

The first transaction is tainted. I do not believe in sending out more merchandise on a tainted transaction.

[mam98031]

The point is they are willing to wait a bit to see if it arrives.  You can help make that happen.  Some sellers make the mistake of when they get an INR that they must refund the buyer right away or offer to reship the item.  You don't need to do either, at least not yet.

I have a procedure I go through each time I get an INR.  I typically works well for me and I don't think I've refunded but one shipment in the past year.

First thing I do when I get the INR is go get the tracking number.  I only use USPS, so these are the steps I take.  

I go to the USPS website, put in the tracking number and take a peek at what the tracking is telling me.  

If it tells me it isn't yet delivered then I go to the section on the tracking page that says Text & Email updates.  I sign up for the emails.  This is an important step, so don't skip it.

Now this is an important thing to do because later, if you do end up refunding because it doesn't arrive, it could come at a later date.  With these updates, you will be notified and you can contact your buyer and ask if they want to keep the item and resubmit their payment [you will have to do that through PayPal] or return the item to you.

My next step in a normal INR process is to contact the buyer through the INR they filed.  I notify the buyer that I filed for a Trace.  It takes USPS about 48-72 hours to respond.  I will keep them fully updated as I get information.  This usually works great.  Buyers appreciate it a lot.

Normally the Trace will prove to be time well spent and the package gets moving then ultimately delivered.  But if that doesn't happen after about a week or a little less, file a Missing Mail report.

https://www.usps.com/help/missing-mail.htm

When you file one of these, you can actually see a line item on the tracking report that says you filed it.  It does take a day or so to show up.  Also to file this report, you need to have a USPS account set up, but that is really easy to do.

I hope this information helps you.  It has served me well for many years.

[reallynicestamps]

It's a MONEY Back Guarantee.

You refund the money.

Then you let the customer buy again.

No free replacement.

Make a paper trail.

[mam98031]

---

@reallynicestamps wrote:

It's a MONEY Back Guarantee.

You refund the money.

Then you let the customer buy again.

No free replacement.

Make a paper trail.

---

Boy do I disagree with that.  Carriers run behind sometime.  But of course if you don't want to do the research and try to locate the package and get your carrier to deliver, then I understand.  I explained my process just above your post.  It is so rare for me to have to refund an INR and my buyers remain happy because I stay in contact with them.

Oh I should add, I've had INRs filed when the item shows received on the tracking or returned to send due to bad address, or some other reason that equals delivered and the seller is protected.  If you just automatically refund when a buyer files an INR you may be giving away your money unnecessarily.  

[luckythewinner]

---

@ccrrefills wrote:

I assume I have to refund and tell them to order again? So again what's the point of the "I still want it" option?

---

That is what I would do if I determined an item was lost. 

[soh.maryl]

This has happened to you often?  

[mam98031]

---

@luckythewinner wrote:

---

@ccrrefills wrote:

I assume I have to refund and tell them to order again? So again what's the point of the "I still want it" option?

---

That is what I would do if I determined an item was lost. 

---

Except you can't determine it is lost, only your carrier can.  In my experience there have been many times where it would appear an item is lost, but it isn't and if you file the correct reports with your carrier to locate the shipment, it works most of the time.