Buyer claims item not received

soolin

This is what my seller dashboard now shows:

Opened cases0.11% (1)Closed cases without seller resolution0.00% (0)

and it goes on to say (if you click the links)


Here are the limits for open cases:

• eBay Top-rated sellers may have no more than 0.5% of total transactions with open cases. All other sellers can have no more than 1% of total transactions with opened cases.
  
• eBay Top-rated sellers may have no more than 2 opened cases before they receive lower search visibility for listings or removal of eBay Top-rated seller status. All other sellers may have no more than 3 opened cases.
  

Any case that is escalated and found in your favour will not count toward your seller performance requirements.
Cases are dated according to the transaction date rather than when the case is opened. Safeguards are in place to prevent your seller status being changed by a single buyer.

I don't really understand what happened with mine as I agreed to the refund and made it appropriately yet one more case opened and I lose my visibility in Best match.

the_lunatic_is_in_my_head

soolin wrote: »

Ebay assured me that as long as I then refunded in 3 days the case would not show on my dashboard- but it does.

Cases won't count if resolved within 3 days and there was no communication via the eBay messaging service prior to the case being opened.

soolin

the_lunatic_is_in_my_head wrote: »

Cases won't count if resolved within 3 days and there was no communication via the eBay messaging service prior to the case being opened.

Ah, thank you. I was looking for a reason and obviously missed the vital bit about communication. Yes, this buyer had communicated with abusive emails before opening the case. Bother. Still they have not as yet left feedback so all is not lost!

ravenjet

Thanks Soolin, I'll just refund without asking them to open INR, I just thought it may flag up those that are claiming non receipt of items on a regular basis.
One of my buyers is someone selling exactly the same as I do, I thought it strange when they made the purchase and nearly posted recorded at my expense but decided not to, wish I had now. After asking for a refund they added that they wouldn't leave a negative because they understood that items to missing at Christmas and it wasn't my fault. I think I had better watch my DSR's when they do leave feedback.

George_Michael

Regardless of anything if a massive parcel has gone missing the manager of the DO should know.

Providing that the parcel made it as far as the DO in the first place.

the_lunatic_is_in_my_head

soolin wrote: »

Ah, thank you. I was looking for a reason and obviously missed the vital bit about communication. Yes, this buyer had communicated with abusive emails before opening the case. Bother. Still they have not as yet left feedback so all is not lost!

It's a common misunderstanding and eBay are looking to cover sellers who couldn't avoid a case because of no comms rather than those who just resolve quickly, the help pages aren't particularly clear on this.

But from next year this all goes out the window anyway with any email headed INR opening something up in the resolution console without counting against the seller.

I wonder how many INR messages won't be headed "I haven't received my item yet"....

soolin

the_lunatic_is_in_my_head wrote: »

It's a common misunderstanding and eBay are looking to cover sellers who couldn't avoid a case because of no comms rather than those who just resolve quickly, the help pages aren't particularly clear on this.

But from next year this all goes out the window anyway with any email headed INR opening something up in the resolution console without counting against the seller.

I wonder how many INR messages won't be headed "I haven't received my item yet"....

Oh dear. I am currently in a bad patch- not of losses but of people asking 'where is my item' sometimes as early as day 2 after paying for 2nd class postage. The ebay estimates are so glitchy though that buyers are being told to expect parcels in stupid time frames- I had a German one with an estimated arrival about 5 days after they paid at 11pm one evening- and I am still showing a 2 day dispatch. Ebay took the day of payment as day 1 so next day as dispatch and seemed to imply a 3 day airmail service to Germany. I assume if I had 1 day dispatch showing it should have been there within 10 minutes of payment.:eek:

the_lunatic_is_in_my_head

The ETAs are a shambles, fortunately buyers seem to be really patient at the moment but an Australian customer who purchased yesterday left a note saying it was a Christmas present

soolin

the_lunatic_is_in_my_head wrote: »

The ETAs are a shambles, fortunately buyers seem to be really patient at the moment but an Australian customer who purchased yesterday left a note saying it was a Christmas present

I feel your pain, I sent a dispatch note yesterday to a US buyer and got a lovely email response back saying how excited his wife will be to get this on Christmas Eve!

The estimated delivery times seem to vary, that one now shows about 7 days airmail to the States.. Yet I bought something last week from a UK seller with poorish dispatch stars and showing a 4 day dispatch by 2nd class post, and my estimate is the 15-17th December?

the_lunatic_is_in_my_head

There really shouldn't be ETAs on international orders (unless they are like Amazon's which is two - six weeks for ROTW for marketplace orders). I don't think mine show any dates, just that international delivery times vary and to contact the seller for more details (when sent via Airmail).

Under promise, over deliver is well outside eBay's thinking.

Fortunately the overseas customers are great and very patient but the newer members tend to hit with Paypal claims or negs without contact after 2 weeks if they are new to international buying and the delays that might occur.