Can you get negative feedback for a failed INR claim?

Cuilean

Sent a small, flat item to a buyer using Signed For, purchased through eBay's RM postage page. It would fit through a standard letter box. Tracking claims it was delivered yesterday, and I have a signature. Buyer claims INR.

From reading threads here, I can see that since I have proof of delivery, I'm likely to win any INR case he opens. I'll gladly do whatever I can to help him out, and I'm about to reply to him and ask to do the usual checks with neighbours/delivery office etc. I'll get on to Royal Mail tomorrow and see if they can offer any assistance, however it does seem that ultimately, the buyer is going to end up out of pocket here.

This leaves me with a couple of questions which I hope the experts can answer.

1) Assuming he opens a case, and loses on the basis of tracking showing delivery, can he leave me negative feedback?

2) Will RM investigate a situation like this, and what do they tend to do?

theonlywayisup

If he opens a case and it goes to escalation (day 8), if you can prove delivery then he will lose the case. If he loses, he also loses the right to leave feedback. If he's left it already it is removed, usually within 48 hours.

As for RM and any investigation, I'm not best placed to answer that.

For me, when I get INR and I can prove tracking, I protect my account FIRST and help the customer SECOND. That said, some sellers don't even help the customer, that's just wrong in my book.

princesse_sarah_x

I'm not sure with regards to a signed for parcel, but just recently I asked a buyer to open a INR case & to give it a couple more days on ebay after they messaged to say the item hadn't arrived. I refunded through the case & they have just left me negative feedback saying they had to open a case to get a refund (even though I asked :mad: ) I thought because I had resolved the case they couldn't do this

Irn-Bru-Kid

princesse_sarah_x wrote: »

I'm not sure with regards to a signed for parcel, but just recently I asked a buyer to open a INR case & to give it a couple more days on ebay after they messaged to say the item hadn't arrived. I refunded through the case & they have just left me negative feedback saying they had to open a case to get a refund (even though I asked :mad: ) I thought because I had resolved the case they couldn't do this

Contact customer service. Any reference to a case being opened in feedback comments should be removed by eBay as it is against policy.

Anecdotally, they just remove the comment and not the red dot, but if you persist, you may be lucky

ontheup1972

When buyers leave negative comments saying "had to open case", it's against policy to mention opening a case in feedback, and you're right, a quick complaint to ebay will see the comment removed. In my experience that's the worst case scenario because sometimes they remove the whole feedback.

However in the case of somebody leaving a negative claiming item not received, if the seller can prove delivery it will be removed completely and rightly so.

As already said, if it goes to a case and the seller wins, feedback is automatically removed, or the buyer is prevented from leaving feedback.

princesse_sarah_x

Ah thank you so much! That's really useful to know :j I will try that then, hopefully the whole feedback will be removed rather than just the comment! Personally if I hadn't received an item and the seller had resolved/refunded without having to escalate the case I wouldn't even think about leaving negative feedback x

mandy44d

Check you sent it to the correct address, I had an item not received but the tracking number showed as being signed for. Eventually after getting RM involved they couldn't give me the details as the seller had sent to a different address, missed off a 1. Only you'll have the actually tracing receipt showing the number.