Item not received request question

[book_musicseller19]

An item I shipped to a buyer was supposed to arrive 3/7-3/11.  The item has not arrived yet.  The tracking has not been updated since 3/11, saying that the item will be arriving late.  My buyer opened an item not received request on 3/14.  I promptly responded, saying that I would contact the post office on 3/15.  I contacted the post office on 3/15 and relayed what they told me to the buyer.  The buyer has been fine with waiting on the item.  Today, I received a message from eBay telling me to resolve the request.  I asked the buyer how he felt, and he said he didn’t have a problem with waiting longer.

What do I do?  I don’t want to get a transaction defect for not resolving a request.  Should I just refund the money?  The buyer says that he’s willing to wait longer.  I have responded to all of his messages in a prompt manner.  Is there anything more I can do?

[carlmarxx]

Go to the PO you use  and request a Internal  tracking system  scan and  a photo shot .   also your buyer does need to open a INR .

[bdmh-enterprises]

Have you already put the tracking # into the case? This usually would give you an extension if the package shows movement.

[12345jamesstamps]

'Media Mail' can be slow sometimes.

I hate where the buyer saids they will wait longer but open a claim INR.

You can respond to the buyer but how long the buyer waits and does the buyer silently escalates the claim can hurt you.

It's the 'defect' and the 'feedback' I always worry about.

And if the buyer might ghost you and escalate the claim.

Although there is tracking...if tracking doesn't show 'delivered' in the scan it's not delivered.

But you have 'Top Rated Plus' so I think eBay takes care of you...correct?

[kensgiftshop]

Have you gone to the INR case and uploaded the tracking number?

[book_musicseller19]

I uploaded a tracking number when I originally shipped the item (Tuesday, March 4).  There has been no progress since Tuesday, March 11.

Does eBay automatically resolve unresolved INR cases, or do they ask the buyer for their consent first?

[roadking5555]

I am currently in the same situation.

but....you have to go to the case and upload the tracking number. Even though you uploaded when you shipped it, you also have to upload it to the case.

[stainlessenginecovers]

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@book_musicseller19 wrote:

I uploaded a tracking number when I originally shipped the item (Tuesday, March 4).  There has been no progress since Tuesday, March 11.

Does eBay automatically resolve unresolved INR cases, or do they ask the buyer for their consent first?

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That's NOT how it works. 

You MUST input the tracking number in the case- then go by what ebay tells you. Sometimes they say 'we'll wait' (if that's what the tracking says) and sometimes they say 'pay the buyer' and you must. 

Ebay does NOT ask anyone anything; it's all automated. 

1.) Case opened

2.) Seller notified

3.) Seller responds to case (yes, you can chitty chat back and forth with the buyer but that does NOTHING for the 'case')

4.) Seller waits for ebay response- then do as told

4a) Buyer can also 'escalate' if seller does not respond with the tracking number (when you do, the case will show that)

[comicseller1005]

I had just encountered two current problems with usps advantage.  Before that it was fine.  It is interesting as it has been in the same time frame as a few of these:

1. Shipped out 3/3, last status that was a real location: 3/7.  From 3/7 till now several "in transit, arriving late", 13 days so far.  I opened a missing mail search with usps, will see what happens.  This was a favored buyer, who issued a ebay request.  Low value item, I just refunded the order. Will see what usps comes up with.
2. Another that got to the buyers PO.  Out for delivery 6am, then "awaiting delivery" Alert! at 9pm.  3/6.  no updates.  Update - Just got a response to my service request from usps:
   
   "Item's last scan shows that we received this item on Thursday 3/6/25 but failed to deliver it on the same day. The regular mail carrier does not remember seeing this item on his route. May I suggest that if you are able to contact the sender, please inform them you have not received your item and request a refund or reshipment of this item."

So basically in the morning the post office had it, by evening it was gone.