INR Case - Do I have to phone to close case?

BelMalinois

A buyer opened a case nearly a week ago and they can escalate tomorrow. It clearly shows as delivered but buyer is just demanding a refund and won't complete the Hermes form confirming they've not received it as they advise this is my problem, not theirs. There is no option for me to escalate this despite the help pages saying I can after three days so can anyone advise what happens tomorrow? Will there be an option for me to escalate to close this case or do I need to phone them to get them to do this? It does show as delivered in the case. Thanks

love_me_love_my_tat

If it shows as delivered you should win the case. Never call eBay CS to close a case, they are prone to closing them in the buyer's favour.

BelMalinois

Thanks I'll wait until tomorrow and see what the buyer does or see if the status changes to enable me to escalate and close it.

theonlywayisup

love_me_love_my_tat said:

If it shows as delivered you should win the case. Never call eBay CS to close a case, they are prone to closing them in the buyer's favour.

 I disagree.

If the tracking shows as delivered and the tracking was uploaded to the case, then I would be ringing right now.  They won't close a case in a buyers favour when it show as delivered. 

theonlywayisup

BelMalinois said:

Thanks I'll wait until tomorrow and see what the buyer does or see if the status changes to enable me to escalate and close it.

Ring now.  Get it closed, put yourself out of the misery.  

MalMonroe

BelMalinois said:

A buyer opened a case nearly a week ago and they can escalate tomorrow. It clearly shows as delivered but buyer is just demanding a refund and won't complete the Hermes form confirming they've not received it as they advise this is my problem, not theirs. There is no option for me to escalate this despite the help pages saying I can after three days so can anyone advise what happens tomorrow? Will there be an option for me to escalate to close this case or do I need to phone them to get them to do this? It does show as delivered in the case. Thanks

I wouldn't phone. For one thing, phoning eBay (in my experience) is an absolute nightmare. I'd just wait for eBay to take further action, if indeed it's necessary. The buyer is wrong because it isn't your problem. You have sent the item and you have proof that it's been received - they're trying to have the item and a refund too. That's not on.

Don't forget that eBay's price guarantee applies to both sellers and buyers. 

Why won't the buyer just complete the Hermes form? Sounds fishy to me. If they hadn't received the parcel and they could just complete a form to prove it, why wouldn't they? 

Ebay will sort it, just let them get on with it, don't panic. I wouldn't contact the buyer again, either.

BelMalinois

I checked just now and another option appeared under the case "Ask eBay to step in and help" so I selected that. The case is now pending so if if doesn't close in a few hours I'll ring them.

The Hermes form mentions the police being involved if a fraudulent claim is made (yeah right) which tends to put the scammers off but it doesn't stop them demanding refunds. They don't seem to realise that Google maps show very good images of their homes which match delivery photos!

soolin

love_me_love_my_tat said:

If it shows as delivered you should win the case. Never call eBay CS to close a case, they are prone to closing them in the buyer's favour.

I disagree, where the win is automatic (and proof of delivery online is an automatic seller win) phoning to get a case closed is the quickest way of getting this resolved. 

24Tweezers

You may want to add this buyer to your blocked bidders list, too.