Ebay buyer INR

[Deleted User]

POPPYOSCAR said:

I thought I would speak to ebay.
They told me not to refund the buyer yet as deliveries are being delayed at the moment and if the buyer asks them to step in and I cannot prove it has been delivered they will refund my fees and remove any defect as a gesture of goodwill.

If that’s the case if it happens like that I would follow it up with a telephone call as eBay are notorious for not sticking to what they say. When is the date that they can ask eBay to step in? 

soolin

POPPYOSCAR said:

I thought I would speak to ebay.
They told me not to refund the buyer yet as deliveries are being delayed at the moment and if the buyer asks them to step in and I cannot prove it has been delivered they will refund my fees and remove any defect as a gesture of goodwill.

I would be careful, there are a few mentions of sellers being told this and the case still being closed at the original escalation date against the sellers. When sellers call ebay back they are told that once item is delivered, as long as it is in the next few days, to appeal and they will remove the defect and refund the FVfs, but they cannot reinstate the payment as refund has already gone to the buyer. They then suggest you 'reach out' to your buyer to ask them to repay. 

POPPYOSCAR

MarkN88 said:

POPPYOSCAR said:

I thought I would speak to ebay.
They told me not to refund the buyer yet as deliveries are being delayed at the moment and if the buyer asks them to step in and I cannot prove it has been delivered they will refund my fees and remove any defect as a gesture of goodwill.

If that’s the case if it happens like that I would follow it up with a telephone call as eBay are notorious for not sticking to what they say. When is the date that they can ask eBay to step in? 

I have a copy of the chat with ebay with them saying this.
Would they not have to abide by this?

Not sure about the date. The message from ebay said I have to respond to the buyer by 22nd dec. which I did the same day but still not had a reply from them.

I am not a business seller, i just sell the odd things now and then so it would not be the end of the world for me to stop selling on there anyway.

Perhaps it is me but I thought a buyer should contact the seller first before going down the INR route which they did  not do and they have also not replied to my response to the INR either asking if they wanted a replacement sent or a refund.

Surely this shows ebay I have tried to work things out with the buyer?

POPPYOSCAR

soolin said:

POPPYOSCAR said:

I thought I would speak to ebay.
They told me not to refund the buyer yet as deliveries are being delayed at the moment and if the buyer asks them to step in and I cannot prove it has been delivered they will refund my fees and remove any defect as a gesture of goodwill.

I would be careful, there are a few mentions of sellers being told this and the case still being closed at the original escalation date against the sellers. When sellers call ebay back they are told that once item is delivered, as long as it is in the next few days, to appeal and they will remove the defect and refund the FVfs, but they cannot reinstate the payment as refund has already gone to the buyer. They then suggest you 'reach out' to your buyer to ask them to repay. 

Do they automatically close the case in the buyers favour even if I have responded and the buyer does not contact them again?

Rantband

As you quoted earlier
" You can resolve your buyer's request by providing tracking information or any additional delivery details. If you do not have tracking that shows delivery, please consider refunding your buyer."
If the tracking does not show delivery Ebay will refund the buyer.

soolin

POPPYOSCAR said:

soolin said:

POPPYOSCAR said:

I thought I would speak to ebay.
They told me not to refund the buyer yet as deliveries are being delayed at the moment and if the buyer asks them to step in and I cannot prove it has been delivered they will refund my fees and remove any defect as a gesture of goodwill.

I would be careful, there are a few mentions of sellers being told this and the case still being closed at the original escalation date against the sellers. When sellers call ebay back they are told that once item is delivered, as long as it is in the next few days, to appeal and they will remove the defect and refund the FVfs, but they cannot reinstate the payment as refund has already gone to the buyer. They then suggest you 'reach out' to your buyer to ask them to repay. 

Do they automatically close the case in the buyers favour even if I have responded and the buyer does not contact them again?

Yes absolutely. The buyer is under no obligation to respond to an open case, an INR is an absolute case, either seller can prove delivery or they can’t, if they can’t then case closes against the seller. If case closes against seller then seller loses the money, the eBay FVfs and also gets a defect.

As for corresponding with the seller there is no real need as a seller needs an INR case open to refund and be guaranteed their fees back. Some buyers email first, others go straight to a case. 

POPPYOSCAR

Thank you Soolin

I cannot understand why ebay told me not to refund then if they are going to do it themselves anyway.

Also why does it say this in the message from ebay

"This transaction is covered by the eBay Money Back Guarantee, so from 23 Dec 2020 your buyer can ask us to review the case and make a decision." 


This is all a learning curve for me and I appreciate help from those more experienced than myself.

jsmith9

This means that by 23 Dec you must either enter a valid tracking number OR refund the seller. If you do this, you will get your selling fees back and avoid a defect hit.

If you do not, the case will close in favour of the purchaser. You will get a defect hit and no selling fee refund.

There is no other option. Calling and/or chatting with eBay will not change this process - whatever they say!

eBay is weighted in total favour of the purchaser in this. So either just accept that a few (not many) of your sales will be 'lost in the post' OR use signed-for services.

soolin

POPPYOSCAR said:

Thank you Soolin

I cannot understand why ebay told me not to refund then if they are going to do it themselves anyway.

Also why does it say this in the message from ebay

"This transaction is covered by the eBay Money Back Guarantee, so from 23 Dec 2020 your buyer can ask us to review the case and make a decision." 


This is all a learning curve for me and I appreciate help from those more experienced than myself.

The bit about the eBay guarantee is as Jsmith says, the confirmation that buyer has a right to a refund if they don’t receive their goods. No delivery confirmation means they get a full refund.

soolin

jsmith9 said:

This means that by 23 Dec you must either enter a valid tracking number OR refund the seller. If you do this, you will get your selling fees back and avoid a defect hit.

If you do not, the case will close in favour of the purchaser. You will get a defect hit and no selling fee refund.

There is no other option. Calling and/or chatting with eBay will not change this process - whatever they say!

eBay is weighted in total favour of the purchaser in this. So either just accept that a few (not many) of your sales will be 'lost in the post' OR use signed-for services.

It’s even simpler now as it doesn’t have to be tracked postage or signed for, merely shown as delivered. So even standard parcels now have delivery confirmation, which is a real bonus for sellers. I use an RM business account and I even have delivery confirmation on large letters and as my RM account is linked directly to eBay all my numbers are uploaded the moment I do my daily manifest. 

For clarity and slightly off topic, a signature is only required for goods over £450 and even then it does not have to be the buyers signature, just a signature at the correct address. However, some people choose to use signed for as standard parcels and LLs only cover up to £20 for loss or damage whilst signed for covers up to £50 . The only fully tracked Royal Mail service is special delivery which is expensive.