@dtexley3 wrote:
@fun_healthy_life wrote:
Be careful. I got screwed by Ebay today. I approved an INAD return and buyer also did not use the return label provided and bought one at post office. I think she forgot to put down my apartment number. The item is being returned to her as of last week and she only gave me the tracking number today through a message. She asked for refund but I told her I didn't get the item back yet and to contact post office since it says "incomplete address: being returned to sender". Buyer asked Ebay to step in and Ebay gave her a full refund within 20 minutes. Ebay told me I had to prove that the label buyer created was incomplete, which is beyond ridiculous. You might be ok and can appeal if you have a picture of the label your buyer used. I might be out of luck, since my buyer got her refund and is now getting the item returned to her as well.
@fun_healthy_life Call and appeal. The automated system should not have sent the buyer a refund since it was NOT delivered to you. A human can review the tracking and see that. But YOU have to appeal.
brian@ebay Should the buyer have been refunded by the system when the return was not delivered to the seller? It may have eventually received a delivered scan when it was sent back to the buyer would that have caused the buyer to be refunded? We've always been told that a refund will be issued based on the item being delivered in the seller's zipcode and in this case it would not have been.
Hi @dtexley3, we base our decision on the information available in the case at the time of review. If tracking shows a delivery attempt, delivery conformation, or the package is available for pickup at the local post office then we'll close the case in the buyers favor.
@fun_healthy_life wrote:
So I did call Ebay and spoke to a rep and supervisor. They said as long as the delivery attempt was made it counts. The tracking said “out for delivery” and that counts according to ebay as an attempt even though the mail carrier just took it back to the post office because the address was missing an apartment and he could not deliver it. All ebay cared about was that “out for delivery” and nothing else after that said insufficient / incomplete address and they refunded buyer in 20 minutes. Ridiculous...
Hi @fun_healthy_life, I see that your buyer is working with you to get this resolved. I reviewed the tracking as well and it appears the item is on it's way to you again. Definitely keep me updated on the situation! I'm happy to take a closer look once we see the outcome of the redelivery. Thanks!
@dtexley3 wrote:
brian@ebay wrote:
@dtexley3 wrote:
@fun_healthy_life wrote:
Be careful. I got screwed by Ebay today. I approved an INAD return and buyer also did not use the return label provided and bought one at post office. I think she forgot to put down my apartment number. The item is being returned to her as of last week and she only gave me the tracking number today through a message. She asked for refund but I told her I didn't get the item back yet and to contact post office since it says "incomplete address: being returned to sender". Buyer asked Ebay to step in and Ebay gave her a full refund within 20 minutes. Ebay told me I had to prove that the label buyer created was incomplete, which is beyond ridiculous. You might be ok and can appeal if you have a picture of the label your buyer used. I might be out of luck, since my buyer got her refund and is now getting the item returned to her as well.
@fun_healthy_life Call and appeal. The automated system should not have sent the buyer a refund since it was NOT delivered to you. A human can review the tracking and see that. But YOU have to appeal.
brian@ebay Should the buyer have been refunded by the system when the return was not delivered to the seller? It may have eventually received a delivered scan when it was sent back to the buyer would that have caused the buyer to be refunded? We've always been told that a refund will be issued based on the item being delivered in the seller's zipcode and in this case it would not have been.
Hi @dtexley3, we base our decision on the information available in the case at the time of review. If tracking shows a delivery attempt, delivery conformation, or the package is available for pickup at the local post office then we'll close the case in the buyers favor.
brian@ebay I understand that piece. My question was regarding if the AI paid attention to the zipcode location that the delivery confirmation, delivery attempt or package available for pickup occurred. In this case the package was returned to the buyer before any of the "delivered" statuses occurred, would the AI still consider that delivered.
(I am happy to see that in this case the buyer appears to be working with the seller).
Hi @dtexley3, yes the zip code is taken into consideration when a case decision is made. In this situation, @fun_healthy_life mentioned that tracking showed the item was out for delivery to them (within their zip code), which lead to the case closing as it did.
@dtexley3 wrote:
brian@ebay wrote:
@dtexley3 wrote:brian@ebay Should the buyer have been refunded by the system when the return was not delivered to the seller? It may have eventually received a delivered scan when it was sent back to the buyer would that have caused the buyer to be refunded? We've always been told that a refund will be issued based on the item being delivered in the seller's zipcode and in this case it would not have been.
Hi @dtexley3, we base our decision on the information available in the case at the time of review. If tracking shows a delivery attempt, delivery conformation, or the package is available for pickup at the local post office then we'll close the case in the buyers favor.
brian@ebay I understand that piece. My question was regarding if the AI paid attention to the zipcode location that the delivery confirmation, delivery attempt or package available for pickup occurred. In this case the package was returned to the buyer before any of the "delivered" statuses occurred, would the AI still consider that delivered.
Comparing the actual Delivered zipcode against the zipcode on the shipping label @dtexley3 is a simple inequality, no AI needed: They're just integers.
@dtexley3 wrote:
brian@ebay wrote:
@dtexley3 wrote:
brian@ebay Should the buyer have been refunded by the system when the return was not delivered to the seller? It may have eventually received a delivered scan when it was sent back to the buyer would that have caused the buyer to be refunded? We've always been told that a refund will be issued based on the item being delivered in the seller's zipcode and in this case it would not have been.
Hi @dtexley3, we base our decision on the information available in the case at the time of review. If tracking shows a delivery attempt, delivery conformation, or the package is available for pickup at the local post office then we'll close the case in the buyers favor.
brian@ebay I understand that piece. My question was regarding if the AI paid attention to the zipcode location that the delivery confirmation, delivery attempt or package available for pickup occurred. In this case the package was returned to the buyer before any of the "delivered" statuses occurred, would the AI still consider that delivered.
(I am happy to see that in this case the buyer appears to be working with the seller).
Hi @dtexley3, yes the zip code is taken into consideration when a case decision is made. In this situation, @fun_healthy_life mentioned that tracking showed the item was out for delivery to them (within their zip code), which lead to the case closing as it did.
brian@ebay Thank you for your response.
Just for clarity the status "Out for Delivery" is now considered "delivered"? I as because this did not used to be the case. I have a "late delivery" tick for an item where the last tracking update was "out for delivery" that either just dropped off my metrics or will drop shortly. From previous discussions on what statuses indicate delivery I don't remember "Out for Delivery" being in the list.
Hi @dtexley3, I apologize for the confusion, I meant to say that the status that came after "out for delivery" is the reason we closed the case as we did. Out for delivery would not be considered delivered. To reiterate, attempted delivery, available for pickup, refused, and any others that indicate the item is available or that the recipient is the cause of potential delivery issues would be considered "Delivered" for the purposes of an eBay Money Back Guarantee case.
@ga-8370 wrote:Comparing the actual Delivered zipcode against the zipcode on the shipping label @dtexley3 is a simple inequality, no AI needed: They're just integers.
hehehe, with 30+ years of experience in software development and data analysis a zipcode should never be treated as an integer. It's a varchar (variable length character) usually set to a max of 20 chars. This allows non-US zipcodes to be handled in the same field as many countries use letters and numbers. 
All of which has nothing to do with this thread.... LOL!
@dtexley3 wrote:
brian@ebay wrote:
@dtexley3 wrote:
brian@ebay wrote:
@dtexley3 wrote:
brian@ebay Should the buyer have been refunded by the system when the return was not delivered to the seller? It may have eventually received a delivered scan when it was sent back to the buyer would that have caused the buyer to be refunded? We've always been told that a refund will be issued based on the item being delivered in the seller's zipcode and in this case it would not have been.
Hi @dtexley3, we base our decision on the information available in the case at the time of review. If tracking shows a delivery attempt, delivery conformation, or the package is available for pickup at the local post office then we'll close the case in the buyers favor.
brian@ebay I understand that piece. My question was regarding if the AI paid attention to the zipcode location that the delivery confirmation, delivery attempt or package available for pickup occurred. In this case the package was returned to the buyer before any of the "delivered" statuses occurred, would the AI still consider that delivered.
(I am happy to see that in this case the buyer appears to be working with the seller).
Hi @dtexley3, yes the zip code is taken into consideration when a case decision is made. In this situation, @fun_healthy_life mentioned that tracking showed the item was out for delivery to them (within their zip code), which lead to the case closing as it did.
brian@ebay Thank you for your response.
Just for clarity the status "Out for Delivery" is now considered "delivered"? I as because this did not used to be the case. I have a "late delivery" tick for an item where the last tracking update was "out for delivery" that either just dropped off my metrics or will drop shortly. From previous discussions on what statuses indicate delivery I don't remember "Out for Delivery" being in the list.
Hi @dtexley3, I apologize for the confusion, I meant to say that the status that came after "out for delivery" is the reason we closed the case as we did. Out for delivery would not be considered delivered. To reiterate, attempted delivery, available for pickup, refused, and any others that indicate the item is available or that the recipient is the cause of potential delivery issues would be considered "Delivered" for the purposes of an eBay Money Back Guarantee case.
brian@ebay Thank you, I appreciate the clarification.
But.... (of course) this brings us back to the original question. Since the "delivered" scan on this tracking number was to the BUYERS zipcode, why did the system AI award the refund to the buyer? Or did I miss something here?
Hi @dtexley3, you are making an assumption that this case wasn't reviewed by customer support. I need to clarify that this case was reviewed by customer support. A bot did not make the decision in this case. I cannot go into the details of this case as it is account information, but I can assure you that this was reviewed and appropriate action was taken.
