eBay Opended Cases

marie-20

OK - this makes sense now!

I guess I can send replacements then rather than refund?

I will see how this goes and may look at closing our account as the guidelines are pathetic. From the way I understand it the buyer can open a case 1 day after estimated delivery dates (which for us on a 1-2 day 1st class delivery) can be the next day so 2 days for them to open a case.

I think I may have to start and edit all of our listings to a 3 day dispatch and change them all to 2nd class to allow us time but then that may result in a drop in sales so I'm knackered either way.

whenIretire

I received one of these INR queries on Saturday lunchtime. The buyer requested a replacement item be sent out but to guarantee that they receive it within the timeframe (bearing in mind that the initial one never arrived) I have had to send it out special delivery. So on a 99p BIN that goes as a large letter I have lost a huge amount of money in resending it out using special delivery whereas before I would have just stuck with sending it out first class or signed for.

Not sure what to do about future queries, the problem with refunding is that I'm guessing they can still leave you neg feedback and trash your stars.

I carefully pack and label all my post but still seem to have about one INR every couple of months based on about 120 parcels a month.

RFW

I just had a dispute opened from someone with a problem with a small part of their order. When I asked why they had opened a dispute rather than just messaging me I was told that they had tried to send a message but were sent to the dispute. I'm inclined to believe them as it is a fairly good customer, so perhaps something has changed, at least for some accounts.

I know rules regarding messages are changing, so perhaps there is some testing around that going on.

alykatz

Just used the contact seller button to ask a seller if an item that hadnt been been posted out as it should have been[previous messages had been swapped and item was supposed to be posted today] had made it into the post today.
Got a different page than i used to get and shortly after submitting my message got an upset seller a little angry i had opened a case against them.
It wasnt my intention to open a case ,all i wanted to confirm was that my item had been posted today as promised.
Do wish ebay would stop tinkering..

soolin

There is an interesting thread on the power seller board that says all buyer questions asking about delayed items now get turned into cases. However ebay are apparently categoric that these do not count against a seller but do count
against the buyer.

alykatz

soolin wrote: »

There is an interesting thread on the power seller board that says all buyer questions asking about delayed items now get turned into cases. However ebay are apparently categoric that these do not count against a seller but do count
against the buyer.

So im to get a mark against my account just because i wanted to communicate with my seller?
Thats just mad, i never wanted to open a case in the first place, just confirm a previous communication.

campdave

This should make it more difficult for those people who never seem to receive their item.

From a sellers perspective, it makes life more irritating as the first thing I do when I get an INR message is check the address the buyer has given me, as it's not uncommon for it to be an old address or incomplete.

alykatz

campdave wrote: »

This should make it more difficult for those people who never seem to receive their item.

From a sellers perspective, it makes life more irritating as the first thing I do when I get an INR message is check the address the buyer has given me, as it's not uncommon for it to be an old address or incomplete.

Thing is from what ive seen over at the ebay boards sellers are getting cases opened against them left right and center when all there buyers are trying to do is ask a question.
Everyone is encouraged to communicate with their sellers before opening a case now they are having that option removed. Its just maddness.
And as for making it more difficult for serial inr claimaints well the ebay boards seem to indicate the opposite.

soolin

The long thread I'm reading is throwing up a lot of points to consider, not least if which is the unrealistic delivery dates like 3 working days airmail to Australia. So all those people who might just want to check if all s well will now trigger a case which they either have to close or escalate 6 working days later ( it should be 8 days but there appears to be an issue with that time frame as well). So, we as sellers either have to persuade buyers to close the case ( which will make us look like a scammer) .or let them escalate it and it then counts against us and we have to refund.

Madness

marie-20

TBH it looks like quite a few of the higher volume sellers will end up loosing their TRS status if you are still only allowed 2 escalated cases every 3 months.

I know that doesn't sound too harsh but for example this evening someone opened a case (which they didn't realise they were doing!) but they just wanted to check that their order has been dispatched and they will contact us again if they hasn't arrived over the weekend. Now if this item doesn't arrive over the weekend and they don't contact us again until Monday/Tuesday we wouldn't have chance to send a replacement before they could escalate to eBay - if they did escalate that would be classed a case against us and we haven't even had a chance to offer a resolution as they don't want us to send a replacement yet (and to be fair since it's only been 4 working days we wouldn't send a replacement yet anyway!) and that would then be one of our 2 cases.

Also what happens when a buyer doesn't then close a case? Do we have to close it and how do we do that without escalating to eBay, bearing in mind that as replacement items won't be sent with tracking details so I couldn't prove delivery and therefore I 'should' loose a case even if it's me that has escalated, that then may well be another case that's counted against us which would then result in us loosing our TRS (and many other sellers I would imagine!)