Home › Forums › Customer Issues › Your method for resolving Item Not Received cases?
- This topic has 14 replies, 9 voices, and was last updated 1 year, 11 months ago by ChristineR.
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08/12/2021 at 3:54 pm #90283
I’m dealing with an INR case right now where tracking indicates delivery, but the customer insists it didn’t arrive. eBay support says the case is valid and that I need to work with the buyer to resolve the issue by next week. Typical stuff like “We see that tracking indicates delivery, but you need to work with your buyer before we can close the case.” I’ve already informed the buyer that they need to contact their PO, but haven’t gotten a response.
Thankfully I’ve been able to resolve these cases in the past, so they’ve never gotten to that point, but let’s say this case doesn’t work out the same – what then? The CSR said I’ll get an email on the final day the case is opened that will allow me to escalate the case to them. Is this true, or was I lied to?
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08/12/2021 at 9:07 pm #90289
I have always told the customer to check with their neighbors and their local post office. It usually turns up or is re-delivered. I also tell them that the post office has a GPS stamp of where they delivered the item just in case the buyer is trying to pull a fast one.
once or twice the buyer has tried to open a case against me and eBay has always closed it in my favor when I upload tracking.
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08/12/2021 at 10:00 pm #90291
Agree with Retro. We kindly suggest for the buyer to talk to their post office or neighbors, but ultimately we stay silent. The “delivered” tracking is what protects you.
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08/12/2021 at 11:09 pm #90301
Retro’s advice is perfect, particularly about the GPS stamp. That’s one of the best advantages of using USPS versus UPS, FedEx etc who tell you to pound sand if an item is lost.
You’ll win the eBay case if tracking shows as delivered, and if the buyer’s unreasonable, don’t forget to add them to your blocked list to ensure you won’t have to deal with their shenanigans again in the future.
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01/20/2022 at 1:01 pm #94780
I recently had my first IND in over 5 years of selling. He didn’t open a case or contact me; just left negative feedback and an irritated note. I’ve responded kindly and suggested he check the PO and neighbors. No response. Shall I try to request feedback revision?
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01/20/2022 at 1:28 pm #94781
What does the tracking say? If it says delivered, contact eBay and ask them to remove the negative feedback.
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01/20/2022 at 3:44 pm #94784
Done, and done! Thanks Sharyn 😊
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01/20/2022 at 4:04 pm #94788
eBay has made it so much easier in the last year or so to get these types of INR negative feedbacks removed. The last time that I received one, I don’t even think I had to talk to a rep — just clicked a few buttons and the feedback was gone, like magic.
Every once in a blue moon (maybe once a year), I receive one of these messages from the buyer and I refund them even though I know I am covered through eBay. Particularly if it’s a $10 or $20 sale and the buyer seems genuine and honest. I’ve had one or two of those buyers come back to buy from me again, which most likely wouldn’t have happened if I just told them to check with their post office. It’s not something I would do often, but I also don’t have very many INR or INAD cases anyway.
Just something to keep in mind for next time. Any way that we can give ourselves an edge as small businesses and not faceless corporations is worth considering, I think…
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01/21/2022 at 9:50 am #94799
@craig-rex – In this case, toniwill is saying that the person never opened a case or sent a message. They just left negative feedback. In this case, there is a higher probability that their actions were fraudulent. I hear what you are saying, and I personally will absolutely work with someone who contacts me and seems to be legit, but this does not seem like one of those cases.
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11/24/2022 at 6:48 am #98458
So, I have one of these buyers with an INR case. They say they asked their sole neighbor, and they don’t have it. I told them to contact UPS, and now the buyer is kind of flipping their chips about the situation. “I’ve spent 90 minutes on the phone on the website trying to file a claim and I can’t, I should have known better than to pursue this, you hired this company not me, so it’s your job to fix this, blah blah blah”. “this company”…Like UPS is some fly-by-night company, good grief!
He is a grumpy old man and I kind of just want him to shut up and go away. If I just refund him, does that have a negative impact on my account? I’m guessing he’s going to leave negative feedback no matter what I do.
This week, I’ve had 1 return, 1 item-not-paid, 1 order cancelled, and now this guy. And I even sent this guy extra stuff to be nice, (he bought a bunch of empty egg cartons and I sent extras). No good deed goes unpunished.
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11/24/2022 at 7:47 am #98459
Does tracking say it was delivered?
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11/25/2022 at 3:29 am #98462
Do UPS take a photo of the delivery location? If they do you should be able to access it and send him a copy.
Sometimes these “grumpy old men”, their hands, eyes and brains don’t work too well. I have the privilege of observing a non-grumpy 93-year-old operating an iMac with a touchpad, as his hands can’t use a mouse. It’s painful.
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11/28/2022 at 12:25 pm #98487
I had one this week and have personally experienced the delivery company saying it was delivered up to 12-16 hours before actually delivered. Must be tempting to the driver to meet some metrics. I told the person to wait one day and then contact me again if it didn’t show. If it hadn’t I would have contacted Ebay but not refunded unless a super cheap item.
UPS is usually the premium, more accountable carrier though.
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