Dealing with INR decided in buyers favour

misterthrifty

Hi, I haven't dealt with an INR since switching to managed payments so things may be a bit different.

In August a buyer in Chile purchased 4 of my items, because of the value I broke them into 2 packages, each worth about £90 and sent them RM Int 'tracked & signed'. One of the packages has arrived, the other hasn't nor has the tracking updated since it was received at the PO. The buyer became impatient as the package hasn't been received or the tracking updated and opened an INR. Going by previous experience I assumed that as long as I had sent it tracked (the tracking was entered on ebay) then it would be found in my favour but it hasn't. I intend to appeal but are the rules for seller protection different now that payment is no longer through Paypal? 

Thanks

soolin

misterthrifty said:

Hi, I haven't dealt with an INR since switching to managed payments so things may be a bit different.

In August a buyer in Chile purchased 4 of my items, because of the value I broke them into 2 packages, each worth about £90 and sent them RM Int 'tracked & signed'. One of the packages has arrived, the other hasn't nor has the tracking updated since it was received at the PO. The buyer became impatient as the package hasn't been received or the tracking updated and opened an INR. Going by previous experience I assumed that as long as I had sent it tracked (the tracking was entered on ebay) then it would be found in my favour but it hasn't. I intend to appeal but are the rules for seller protection different now that payment is no longer through Paypal? 

Thanks

The rules have not changed at all. You can only win an INR as a seller with proof of delivery, proof of posting has never been sufficient . Without proof of posting there is nothing you can appeal, don’t forget don’t allow the INR to time out as if that happens you also lose your FVFs and get a strike, if you refund through the case before it is escalated you get your FVFs back. 

EDIT: just noticed that your title suggests this has already closed against you, did you refund or did the case close and you were forced to refund? As above though, there is nothing to appeal if tracking doesn’t show delivery.

Thrugelmir

Italy was one country that I always avoided. Simply too much hassle with the entire postal system. Royal Mail have no control beyond a point. Did you insure the package? 

martindow

What happens with an INR if the seller has split it into several packages?  I can imagine that eBay could well refund in full even if part of the order had arrived.  Or possibly a seller could defend by using the tracking of a parcel that had arrived.  What happened in your case, OP?

soolin

martindow said:

What happens with an INR if the seller has split it into several packages?  I can imagine that eBay could well refund in full even if part of the order had arrived.  Or possibly a seller could defend by using the tracking of a parcel that had arrived.  What happened in your case, OP?

That can be a problem, although the OP doesn't suggest this has occured - it might need to be something that needs to be clarified.

shapala

Thrugelmir said:

Italy was one country that I always avoided. Simply too much hassle with the entire postal system. Royal Mail have no control beyond a point. Did you insure the package? 

Didn't know that. 

If you send something via GSP and shows as delivered then you can take it up with RM as 'lost' if tracking doesn't show anything. I've done so in the past on both GSP and also RM and they've been decent enough to recompense 

soolin

shapala said:

Thrugelmir said:

Italy was one country that I always avoided. Simply too much hassle with the entire postal system. Royal Mail have no control beyond a point. Did you insure the package? 

Didn't know that. 

If you send something via GSP and shows as delivered then you can take it up with RM as 'lost' if tracking doesn't show anything. I've done so in the past on both GSP and also RM and they've been decent enough to recompense 

GSP is different though to sending stuff yourself. For GSP the seller only has to show delivery to the ebay hub, after that it is eBay’s issue. You can’t claim for loss if a GSP item gets lost once it has reached the ebay hub.

If you send something yourself and it is tracked and correctly insured then a claim can be made to RM if it doesn’t show as delivered.