Buyer claims item not received but states another reason in the comments.

[jesanchezf-16]

Hello,

A buyer has put in an "item not received" claim but has left a comment stating another vague reason (unless I'm reading it wrong). I went ahead and provided the tracking # as I used UPS with signature confirmation through eBay. But now, buyer is actually claiming under the comments that the item was not received and is asking for proof of signature. 

UPS tracking states it has been received by the buyer 27 days ago. However, the status on the claim is still "pending buyer action." Any suggestions or should I wait for buyers action? 

[magic*moonbeams · Accepted solution]

When I say call eBay, I mean, just call them and cut the buyer off from any further means of escalating things...

Like in my own experience for example, if a buyer claims, INR, and it shows it was delivered, I don't even respond to the INR case... I just call eBay and explain the dispute and they will take care of it right then and there... without giving the buyer another chance to comment.

There are very few (like the example I just gave...and can't even think of another) where eBay will automatically find in the seller's favor..  so in those cases, I just call to be done with it quicker than listening to any further B....S.... from the buyer

[jesanchezf-16]

So I contacted eBay through the chat assistance (didn't see any fees associated with it) and they have sided with me and have closed the case.

Hopefully, nothing else goes through. This is the second time it has happened to me where eBay sided with me in an INR claim thankfully. And again, the last one was for a cheaper monitor. 

I also noticed this buyer has left feedback for others (a positive one at that) with a similar claim to another seller that another item was not received. So maybe a red flag to keep in mind when looking into buyers.

Regardless, thank you all for the advice, help, and support. Good luck everyone!

[lightlily_arts]

I would report this buyer for misusing eBay’s money back guarantee and put them on your blocked bidders list. The point of the report is to get them on eBay’s radar as a possible false claims scammer. I’m guessing they’ve done this before.

[jesanchezf-16]

Yeah, after some thought and seeing the similar feedback, I made the decision to report the buyer and also blocked them. Thanks again!

[rscott7650]

You do know as a seller when you contact eBay customer service for any case opened against you then you are charged $20 for “EBay stepping in to help resolve the case”. I personally think that is crazy especially the way the $20 fee is so buried in the reports and fees that I didn’t realize I was being charged every time for quite a while. 6 - $20 charges into this year as they started charging the fee at beginning of 2022. 
I have now had 2 INR cases refunded because a case was opened after I shipped a replacement item and got messages from the buyer thanking me for the replacement and telling me how much they’re enjoying the item yet the day after tracking shows the replacement being delivered EBay escalated it and refunded the buyer in full. 
the thing that bothers me the most is that the messages I receive state “your buyer has escalated this case because they have not received their item. The first time I messaged the buyer in anger and the buyer was very confused thought I accidentally sent a message for someone else.  Anyway they then charge me $20 when I call and appeal the outcome. Stating that the charge is for the seller asking EBay to step in to help to  resolve a case. 

[soh.maryl]

The original post here is from January, 2021.  Hopefully, the OP has resolved the problem.