Question Regarding INR Case

I would answer immediately, not wait. Look up the tracking information and reply something like

“So sorry to hear your item has not been delivered. Due to COVID vaccine deliveries being routed through couriers, the USPS has been handling unprecedented levels of parcels and many, many items are still en route. I’ve looked up the tracking on this item and it says that it is currently in ……….. and is on its way. The tracking number is …………. if you would like to look it up yourself. I will check in with it daily and send you updates. I understand your frustration and disappointment, and request your patience, as it is currently out of my control.”

Then be sure to send updates. Most people are aware of the COVID delays.

Also it might help to send a screen grab of the tracking info- I did that a couple of weeks back for a US-bound GSP parcel. Some of those numbers are loooooooong.

Since the buyer has already filed the case, responding immediately isn’t necessarily the best option. It sounds like you’re looking to wait to the last minute so that if the buyer then escalates it anyway, you’ve got additional time before eBay closes in their favor. Jay recently discussed the eBay temporary policy giving additional days before they will close the INR and refund in buyer’s favor, but there is only a specific date range of shipments that is covered, and also there has to have been a carrier scan with 10 days of the date the buyer asks eBay to step in, for the temporary extension to apply, I think.

I don’t have an answer regarding the exact day that the buyer can contact eBay if you don’t respond. I had to file an INR myself not too long ago and I’m pretty sure the interface in my case didn’t even have a button to request eBay to step in until the next calendar day, Pacific time, after the seller’s three days. But I could be wrong.

I like to respond immediately as Amatino describes, b/c I know that I would be really annoyed if, as a buyer, I didn’t get a response for several days.

Well here’s the deal. You can contact ebay and ask them to put a 10 day hold on the transaction to allow time for the package to be sent. This is supposed to stop buyers from being able to escalate the case.

In reality though, they will still be able to escalate and get an immediate refund with no chance to appeal on your part. The system is still broken and unfair to the seller. Ebay clearly does not care.