Why does eBay expect sellers to deal with this?

[gurlcat]

Well this was a first for me -I got an INR, and although I've had a couple in the past this one wasn't regarding a package whose tracking stalled after some scan many days ago.  This one was an item I shipped next-day and it was delivered two days later (Thursday).  I used a label I purchased through eBay so the tracking uploaded automatically.  The buyer did not write to me, just filed the INR, with only the comment "didn't receive it."   So I copied the tracking number right from the order details and pasted it as the response to this "request" and reiterated in the comment box that tracking shows the item as delivered to the address provided by the buyer.   eBay calls this my "update", but it's what they already know.  

Yes we all know there are only a couple of possibilities as to what happened with the package.   The buyer's carrier accidentally put the package in the wrong mailbox, or maybe there was a thief in the neighborhood.  A misfortune either way, but of course it had nothing to do with me.  I don't know why the buyer didn't write to tell/ask me anything before filing this ... thing ... but the reason I call it a "request" is that's what eBay calls it.    I'm not worried in the slightest, I know a delivery scan is one thing eBay never ignores in order to side with the buyer, especially when the label was purchased via the platform.  And this "request" is not showing up on my current Returns or Cancellations pages, nor is the sale amount on hold in my Payments.  But I am a bit annoyed that I'm even seeing this "request" for a couple reasons. 

1. A newer seller quite possibly would be freaking out.  If they knew the tracking number was already in the system, they might not enter it in the request box, thinking that must not be the solution (since eBay already has it) ... then by failing to do the not-so-obvious, end up having their money snatched on the day the response window closes.  If they've lost other kinds of cases they might even think this one is just as hopeless and voluntarily issue the "requested amount", just to avoid an "unresolved" ding.  2. Even though I did exactly what I needed to and there's nothing indicating my money is still in limbo, there is still the line about this request under the item in Solds.  And it's going to be in my head as well.  Like what does it look like from the buyer's end at this point?  What "response" is eBay asking them for now?  

More concisely, why does eBay even bring this to the seller's attention at all?  Is there any reason I'm not thinking of, that there shouldn't be an automated response from eBay whenever a buyer attempts to file an INR for an item with a delivery scan right in eBay's own system???  

[12345jamesstamps]

I remember last year when eBay let a buyer open a claim INR after 6 months and I also had one after 3 months.

My funds were actually on hold only for the first day. I ignored both claims. Nothing happened other than the buyers getting blocked. It kinda started off my day wrong getting them.

And seriously, I am not going to waste my time emailing anyone including the buyer or CS.

[gurlcat]

So you didn't even put the tracking number into the request page?  

[gurlcat]

Thanks for the BBL reminder.  I'll probably put this one in mine.  

[chapeau-noir]

If you entered the tracking number for delivery in the case that's all you need to do. You can also contact the buyer with some advice on looking for the package (i.e., talk to her post office, neighbours, etc.).

Beyond that, I wouldn't expend another moment of thought over it.

[gurlcat]

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@chapeau-noir wrote:

Beyond that, I wouldn't expend another moment of thought over it.

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I certainly won't be obsessing on it or anything, but I just can't think of any reason why I had to even know about it.  

[chapeau-noir]

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@gurlcat wrote:

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@chapeau-noir wrote:

Beyond that, I wouldn't expend another moment of thought over it.

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I certainly won't be obsessing on it or anything, but I just can't think of any reason why I had to even know about it.  

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Because we're the seller, not eBay, so dealing with it is under our purview.  eBay doesn't really have the capacity to sort whether the items were never delivered and lost in the system, misdelivered or whatever, and doesn't issue labels with any sort of guarantee over and above what the post office offers, unlike some sites which issue their own labels with some indemnity.

[vintage-camerastuff]

I get them about once a month.  I fill in the information and then forget about it.  If these ebay announces  continue to bother you, you might want to consider another line of work.

[gurlcat]

Then where do these come from?  Seems to me they have plenty of capacity for automation according to the tracking data.  

[chapeau-noir]

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@gurlcat wrote:

Then where do these come from?  Seems to me they have plenty of capacity for automation according to the tracking data.  

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Yes. Information for YOU to use in dealing with this.

[gurlcat]

I'm going to just assume I'm not saying what I'm trying to say clearly enough.  

[soh.maryl]

As you know, just about everything on eBay is automated.  There is no one at eBay who actually looks at an INR case and checks to see if there is tracking proving otherwise.  As you know, all you need to do is upload the tracking information to the case. 

And, also, as you know, there is no requirement that a buyer contact the seller before opening a case.  

[chapeau-noir]

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@gurlcat wrote:

I'm going to just assume I'm not saying what I'm trying to say clearly enough.  

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It's a really simple concept that doesn't bear over-thinking.

[albertabrightalberta]

I've seen that also that they're awaiting the buyer's response. I think it's ebay's way of letting the buyer "find" the item they claim not to have received.

In the handful of cases in which I've seen that message, the case automatically closes in a day or 2 or 3. In the past, there's been no impact on my account. (Who knows what will happen now that they use false INRs against sellers.) 

[wastingtime101]

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@gurlcat wrote:

More concisely, why does eBay even bring this to the seller's attention at all?  Is there any reason I'm not thinking of, that there shouldn't be an automated response from eBay whenever a buyer attempts to file an INR for an item with a delivery scan right in eBay's own system???  

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This isn't anything new. Valid reasons for eBay to alert the seller:

- Possibility seller uploaded wrong tracking.

- Possibility first package was lost, seller sent a replacement but forgot to upload replacement tracking to transaction.

- Possibility carrier delivered to wrong address and seller can coordinate with PO to resolve.

- Opportunity for seller to assist a buyer that never got their package for one reason or another as opposed to the system slamming a case shut against them and leaving the buyer unhappy with no assistance.

- Buyer incorrectly files INR when there's an item missing from their package (ordered 3, seller shipped 2) so seller has the opportunity to deal with it.

You already know this is one of the few seller protections we have so there's no need to worry about it. Just enter tracking and you're done. But if you want to take further action and assist the buyer, eBay is letting you know there's an issue so you can take care of it.

This is the standard advice I give new-to-INR sellers that come here looking for advice:

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If they filed an INR (item not received claim) then upload tracking to the claim. Buyers are responsible for providing a secure delivery location. Sellers are not responsible for refunds when a package is successfully delivered.

Whether they filed an INR or not you can send them a message.

Buyer,

According to tracking [number/carrier], your package was delivered on [date]. Here are some steps you can take to try and locate the package.

1. Call your local PO and ask them to check the GPS coordinates to make sure it wasn't delivered to a neighbor.

2. If they confirm it was delivered to your address, ask them to check with the carrier to find out where the package was left. Sometimes carriers will leave packages by the garage or behind the bushes if they think it's more secure.

3. Check with other members of your household and your neighbors to see if someone else picked up the package and put it aside for you.

4. If you come to the conclusion that the package was stolen off your porch then you can file a report with the police, USPS and your homeowners insurance.

5. If theft is a pattern in your area, then look into more secure delivery options such as a box for your porch, a PO box, or having packages delivered to a friend/family member or your work address.

Seller