Help! Buyer opened INR

[paulandlisa1152]

Hi Everyone -

I had a buyer make a purchase on 12/5. I shipped on 12/6. It has been in transit since then, looks like its in her state, just not to her yet. USPS marked it as delayed. Today the buyer requested an INR and wants a full refund. How do I handle? Looking for some advice since I have not had to deal with this ever.

TIA

[infinitej0y · Accepted solution]

Have you been in communication with the buyer?  Have you been in communication with eBay?  I would screenshot the tracking information from your end, then contact the buyer to notify them that it is still registering via USPS as on its way to them.  Apologize for any inconveniences, let them know that this type of thing is in no way representative of how you try to do business, and kindly request their patience.  Since eBay has access to all correspondences exchanged between buyers and sellers via their messaging system, I would then immediately call eBay, notify them of the situation, direct the representative to the message/screenshot you sent to the buyer via messaging (make sure it is a dept. rep that can actually help), and you may very well get a pass/hold on this INR.  This last part (calling eBay) should take 20 minutes tops.

Review the info in this link:

http://pages.ebay.com/help/sell/item-not-received.html

Particularly: "If the tracking information shows that the item is still in transit, we may ask the buyer to wait."

The "may" there obviously allows for eBay's discretion, but I would also mention this passage to the representative.  In my experience, this works like a charm--especially at the end of the year when there are always huge problems with shipping/weather.

Much <3,

infinitej0y

[myboardid]

No need to take a screen shot, just upload the tracking number to the INR request.  Also, sign up for the USPS updates that let you know whenever the package is scanned, along the way and at delivery.  You could sign your buyer up for that also, with their email address, although I would ask them first if they want to be notified.  If the package is close to being delivered, you could just wait until just before eBay says they will penalize you if you go past that time to reply( that's in the INR message).  The package might arrive before that time, and then you would upload the tracking info to the INR case and call eBay to have it closed in your favor.  But do NOT let the time/date go by that eBay states or they will give you a major defect that will damage your account.  If it hasn't been delivered by then, do as the above poster has suggested and call to ask for an extension so the package can be delivered. 

[green-night]

You are actually lucky the buyer opened an INR.    Its really strange because I have almost the identical situation happen to me today - my package was shipped on the 5th and is also marked delayed.  Buyer negged me with no contact and now I am trying to coax them into opening an INR.   Because once she does and the package gets delivered (if it does I should say), the feedback will be removed.    So your situation isn't really all that much of a bad thing for that reason.  

[chrysylys]

There have been a lot of delays in and out of Chicago and other upper Mid West cities this week.  Those have a trickle down effect to other areas.

[phcd1]

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@paulandlisa1152 wrote:

... How do I handle? Looking for some advice since I have not had to deal with this ever....

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Do you have the tracking number in eBay and in the case? Maybe that's what the buyer opened it. EBay encourages buyers to open INR claims as soon as they can, so many do. All you can really do is apologise to the buyer and hope it gets delivered by the time the case times out. If it's close to timing out, I would refund and hope the buyer pays you when it does arrive. This time of year its common for packages to be late.

[phcd1]

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@infinitej0y wrote:

...  This last part (calling eBay) should take 20 minutes tops....

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Nothing calling eBay can be done in 20 minutes. It takes most people 20 minutes to find out HOW to call eBay.  🙂

[dhbookds]

Agree with Infinite.........

If the tracking information shows that the item is still in transit, we may ask the buyer to wait."

Calling AND showing the item is still in transit and asking for an extention usually get the delivery time extended.

[needleinahaystack714714]

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@myboardid wrote:

No need to take a screen shot, just upload the tracking number to the INR request.  Also, sign up for the USPS updates that let you know whenever the package is scanned, along the way and at delivery.  You could sign your buyer up for that also, with their email address, although I would ask them first if they want to be notified.  If the package is close to being delivered, you could just wait until just before eBay says they will penalize you if you go past that time to reply( that's in the INR message).  The package might arrive before that time, and then you would upload the tracking info to the INR case and call eBay to have it closed in your favor.  But do NOT let the time/date go by that eBay states or they will give you a major defect that will damage your account.  If it hasn't been delivered by then, do as the above poster has suggested and call to ask for an extension so the package can be delivered. 

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This is whay I do, only I don't ASK them, I TELL them that is what I am doing.  Something about signing up for email updates makes the USPS system "find" the package and generally within 48 hours.  My record used to be that a package that had been "dark" for 10 days showed up the day after I signed up for updates.  My new record as of last week in now 14 days dark and showed up the day after signing up for updates.

[mohammeshifaa-0]

I have bought 2 item but haven't received it yet. The tracking number is 9BN02665NB357793 and 19R76980K8006961K.

Hoping for a favourable reply

[Anonymous]

@mohammeshifaa-0

This is a really old thread.  You might get more response if you open your own thread.