plz help me Buyer opened case against me for item not being delivered....

[sha-793]

had a buyer order a item about $300. They stated it never was received,  i went out of my way and sent another one out of my pocket, still...item never received, they opened a case. So, to make my customers happy and ebay threatened my account would be restricted; i refunded to keep active. They received both items and than kept refund. Ebay wont do anything about it, seller wont conctact me back. My performance level went down tremendously. 

[heckofagame]

After you received notice that the first item was not received, did you check the tracking to see if it was, in fact, delivered?

Upon receiving notice that the buyer had opened a claim, did you respond to the claim by entering the tracking number? Also, did you check the second tracking number to see if it was delivered?

[dolcetreasures]

You should just give away all your items, you are obviously not here to profit. You won’t be in business long if you refund everyone with late shipping deliveries, it also builds on the stigma that eBay is a place that should be exploited by buyers. 

[kandf_vintage_finds]

For Future:

When a case is opened for INR follow the prompts and upload the tracking number

That's it.  Do not open a dialogue with your buyer.

If tracking says delivered your done.

If not this will buy you more time for the item to be delivered.

[kensgiftshop]

@sha-793 

Sorry, but there's nothing Ebay will do since you refunded the buyer.

What did tracking show on the first item?

Did you respond to the INR case and upload the tracking number there?

[tinsoldierunderground]

All you had to do was upload tracking if it showed 'item delivered'.   You did ship with tracking, didin't you?

[buyselljack2016]

your actions nullified any avenues via eBay.

You can try small claims court.

[meme6253]

Especially a $300 item!

[meme6253]

Sorry but if that's how you go about things, I'm going to take a look at your inventory & see if there is anything I want.

[bonjourami]

Also looks like you are 'guessing' at your shipping prices. You've already received one negative feedback for trying to charge the buyer $100 more in shipping fees, and Ebay stepped in. You also got a defect for that. I would say your selling career here is on thin ice,unless you do something about it.

To determine shipping costs on eBay, sellers can use the eBay shipping calculator or choose calculated shipping. Calculated shipping automatically calculates shipping costs based on the buyer's location, package dimensions, and weight. Alternatively, sellers can set a flat rate for shipping or incorporate shipping costs into the item price and offer free shipping. 

[44012]

Sorry this happened to you. I am sure you will learn from this lesson.

The posts above tell you what you should have done for next time in case you get another INR (item not received) claim.

You seriously, seriously, need to look at your listings. Your shipping charges are TOO LOW.

Not only because of the weight I am estimating in my head but because of the irregular sizes of the packaging.

[mam98031]

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@sha-793 wrote:

had a buyer order a item about $300. They stated it never was received,  i went out of my way and sent another one out of my pocket, still...item never received, they opened a case. So, to make my customers happy and ebay threatened my account would be restricted; i refunded to keep active. They received both items and than kept refund. Ebay wont do anything about it, seller wont conctact me back. My performance level went down tremendously. 

---

I'm sorry this happened to you.  It is something that is going to be a very expensive lesson to learn.

Did you every consult the tracking before refunding the buyer?  Did it show delivered?  If so, then the buyer was just trying to get money out of you and you were protected by Ebay seller protection if you had shipped with tracking, shipped within your stated handling time and the tracking was uploaded to Ebay if you did not use the Ebay shipping label system.  

Unfortunately there is nothing Ebay can do to help you with this.  You voluntarily refunded them and shipped them another item.  

For the future, here is what you should have considered doing.

If a buyer contacts you with a delivery issue or if the buyer opens an INR, IMHO these are the steps to take.

If an INR was opened, make sure you upload the tracking number to the INR right away.

Go to USPS website and review the detail tracking info.

On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.

Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker.
https://usps.my.site.com/emailus/s/package-inquiry

Contact your buyer. Keep all contact inside the INR filed so everything is recorded on the claim. Let your buyer know you are working with USPS to get their package delivered. Apologize for the delay. And let them know you filed a trace which takes between 48-72 hours for USPS to respond. As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.

If there is movement on the tracking within the last 7 days, Ebay will keep the INR open. Do not voluntarily issue the refund yet. It is highly likely the package is going to get delivered, it is just late. Annoying for the buyer for sure. Just stay in touch with them and assure them you are working on a resolution.

[soh.maryl]

Nothing new to add since the situation has been well covered by multiple contributors.

Just want to say that not all expensive lessons are taught at universities, many are earned here.  

[vintage-camerastuff]

From the looks of your listings it looks like you are drop shipping.    That could be the reason for slow shipping and problems you are now encountering.

[tinsoldierunderground]

@vintage-camerastuff 

Good catch.  After looking at the listings, I'm thinking that as well.