2 Ebay Rants - Item Not Received/Resolution Cases

Goldfizz

1. Why on earth have Ebay made it easier for buyers to open up 'item not received' cases? (I've had 2 in the past week).
Before, Buyers just used to email you to say they didn't receive their item and you just took it from there.
Now, they just open up a "case" on you!

2. With my latest INR case, i've tried going through the case centre to refund the buyer, but nothing happens. Tried 3 times....and nothing.
So i contacted customer services who said they'd try to sort out the glitch (but cannot tell me when the glitch will be sorted). So they say maybe it's best to phone my buyer to inform them of "their glitch" which could hold up the case.
What are these people on???

So they've made it easier for buyers to open cases up, then you can't even resolve the case when you want to!
Obviously i've emailed my buyer to let them know what's going on - but this has p'eed me off to be honest.

alx2013

I feel your pain. I have had 2 cases open against me in 10 days which is more than in 10 years!
Apparently it will flag up serial problem buyers.

Goldfizz

alx2013 wrote: »

Apparently it will flag up serial problem buyers.

Well i'll definitely be blocking any Buyers i feel are abusing this system.
But doubt Ebay will actually do anything to stop them.

alykatz

Goldfizz wrote: »

Well i'll definitely be blocking any Buyers i feel are abusing this system.
But doubt Ebay will actually do anything to stop them.

The problem is your buyers when given a choice of what heading to use when sending you a question, if they pick either item not received or not as described a case is open automatically they are not given a choice.
All this new system seems to do is put sellers backs up who then in turn are turning on their buyers accusing them of being problematic when in reality all the buyer wanted to do was ask a question.

Goldiegirl

I had my first ever case opened against me about 10 days ago.

I asked the seller to check with her neighbours and sorting office, but the parcel is nowhere to be seen, so I refunded, and was actually quite impressed at how easy it was to do the refund in the case.

I expect we'll just have to get used to more cases being opened, and it's not the buyer being funny, it's just them asking the question.

If they sort out any glitches regarding the refunding, it's all very easy and straightforward

nat_85

Hi ( first post!!)

we noticed the same on our Ebay shops recently, so many cases!!!

Found it very frustrating with some as it won't let me refund!!

Frustrating!

duncan-biscuits

if item is not received, and you are merely curious if seller has posted it yet etc, go to the section of "contact seller", and click "OTHER" as your topic and that allows you to ask if item has been posted, or whatever question you are addressing, cos now if you click ITEM HAS NOT ARRIVED as the topic it automatically opens a case of item not received , the day after they estimate when it was due to arrive, or 7 days after payment, if no delivery date was advised , apparently!

Goldfizz

Hmmm, well i suspect one of my two buyers who've opened cases are fibbing.
They've waited 2 weeks to open the case, then in the notes section of the case have asked for tracking info (knowing full well i sent the item via regular 1st class post).

alx2013

Funny you should say that - almost every buyer of mine who says item is not receives asks for tracking even though I only offer 2nd or 1st class! I always feel like I'm being set up!

Goldfizz

Before anyone mentions sending items via Recorded delivery instead.
Sending low value items via Recorded just bumps up your costs, so refunding the odd chancer works out cheaper tbh....as mad as that sounds.

glitter123

I've had two IRN, one had been delivered to a neighbour of the buyer who was on holiday and the other was waiting at the local post office along with apparently 5 other items for the same person!