buyer opened a case for a product that did not arrive

[draw-smile]

Hello, a buyer opened a case for a product that did not arrive, and after I told the buyer that I would ask a shipping company in my country to track the shipment, he sent me a message that he got the product, but the product was broken. I asked the buyer to send me pictures, but he did not, and now the case of a product that did not arrive is still open. What should I do to close the case

[44012]

Do you have a tracking number? If the buyer filed an item not received then ebay should have sent a request to upload the tracking for the shipment on the item not received. You should put the tracking number in and that should close the item not received.

I believe the buyer would then have to file a INAD - item not as described - in which case you may ask the buyer to return the item or you can simply refund and let the buyer keep the item. Depending on the dollar value, you will then need to file a claim with the transportation carrier in order to recoup your money.

In general, ebay usually sides with the buyer.

[dbfolks166mt · Accepted solution]

     You are located in Jordan so I am not all that familiar with your postal service and the tracking capability. If you shipped via a method that has tracking and you can show delivery simply upload the tracking number and the delivery information into the case. You can also add in the message from the buyer indicating that they stated they received the item. 

     As for the damage once again not sure how you shipped the item, whether it went through a freight forwarder or was shipped directly to the buyer, where the buyer is located and whether your countries shipping service has insurance. Buyer may be phishing for some kind of discount or has remorse about the purchase. Not enough information to provide suggestions on what to do about the second issue. The reason the buyer has probably not opened a NAD or return request is due to the current open case. 

[luckythewinner]

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@draw-smile wrote:

What should I do to close the case

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Are you asking how to close the case, or are you asking how to not end up refunding the buyer? 

If it is the latter, you respond to the case immediately by giving a tracking number that confirms delivery from a carrier eBay recognizes.