Case Opened without any correspondence

BarntheBarn

Hi everyone...need a small piece of help.

Sent item last week, buyer says it never arrived which is fine - its the first eBay item gone astray in the post.

I've heard nothing from the buyer until today as they have opened a case. Surely this will mess up my DSRs? What should I do?

Please can a more experienced seller advise?

Thank you

the_lunatic_is_in_my_head

The process has changed so when they say "I haven't received my item" it goes straight to a case, the standard of check address, check RM depot if too large for a letter box, get buyer to check neighbours (especially if flats) and ask them to allow x amount of time for delivery in case of a delay, still apply.

The buyer can escalate to eBay on the 8th day after opening (the case should say you need to resolve by xx date) and if sending a replacement send it tracked (Recorded at the least) and add the tracking to the tracking field on the case.

The case will only affect your account if escalated to eBay and the buyer wins (which they will without tracking to show delivery).

BarntheBarn

the_lunatic_is_in_my_head wrote: »

The process has changed so when they say "I haven't received my item" it goes straight to a case, the standard of check address, check RM depot if too large for a letter box, get buyer to check neighbours (especially if flats) and ask them to allow x amount of time for delivery in case of a delay, still apply.

The buyer can escalate to eBay on the 8th day after opening (the case should say you need to resolve by xx date) and if sending a replacement send it tracked (Recorded at the least) and add the tracking to the tracking field on the case.

The case will only affect your account if escalated to eBay and the buyer wins (which they will without tracking to show delivery).

Thank you so much

It's a low value item so to be honest think I'll just take the loss. I was worried about the case as having never had one I thought it was bad news!

theonlywayisup

[STRIKE]Do you know what the issue is? Some cases have been leaving out the relevant details put in by the buyer. You may want to ask them first?[/STRIKE]

Read my post below.

daveeeeed

BarntheBarn wrote: »

Thank you so much

It's a low value item so to be honest think I'll just take the loss. I was worried about the case as having never had one I thought it was bad news!

How will you take a loss? If you have proof of postage you can reclaim postage costs and cost of the item from Royal Mail (you only lose the FVF and a small part of the Paypal charge).
Make sure the buyer opens a full INR case (through eBay and Paypal) because if they claim serial false INR (seems to be on the increase recently) then it will be flagged up on their account. You have nothing to lose even by them opening a case as long as you respond in line with the case timelines etc.

theonlywayisup

daveeeeed wrote: »

How will you take a loss? If you have proof of postage you can reclaim postage costs and cost of the item from Royal Mail (you only lose the FVF and a small part of the Paypal charge).
Make sure the buyer opens a full INR case (through eBay and Paypal) because if they claim serial false INR (seems to be on the increase recently) then it will be flagged up on their account. You have nothing to lose even by them opening a case as long as you respond in line with the case timelines etc.

Thank you for that, for some reason I read that the buyer had opened a SNAD. Too many windows open at once.