ebay INR issue/case question

se2020

I sent an item to a buyer a couple of weeks ago.

On Monday I had a case opened against me as INR.
The message in the case said "hermes have left this parcel in a safe place but I can not find it,  can you let.me know where the item is"

Anyway, I checked the tracking which showed it being delivered 3 days after sending. 
Hermes tracking had both a GPS location and a photo of the item at the buyers back door.

I screen shotted the photos and sent them to the buyer via ebay message as I was unable to add a photo to the inr case.

Shortly after I had a message from the buyer saying "thanks, I have found it now"

I messaged back asking them to close the case but they have not done so. 

The only options I seem to have in the case are to add a tracking number, refund the buyer, or send the buyer a message.

The original tracking number I used clearly shows as delivered.  In my sold items it shows as delivered as well so I'm not even sure why ebay would allow them to open a inr in the first place?

Do I use the "add tracking " option in the case to provide the previous tracking number again?
The faq in the case seems to indicate that.i would only do this if I had previously provided the wrong tracking number though?

It says after the 3rd of Dec the buyer can step in and ask ebay to help but it does not say anything about helping me, the seller!

olgadapolga

You can ring eBay and ask them to close the case in your favour as the tracking shows it has been delivered.

If the buyer asks eBay to step in then it should be closed in your favour. The buyer probably doesn't care/can't be bothered to close the case as they have their item now. That's just how people are. 

As an aside, I always tend to add the tracking to the case as soon as it's been opened, even though I add tracking details to the order as soon as the item has been posted. It shouldn't make a difference though, to the outcome of the case. 

soolin

Just add the tracking number, for some reason the tracking doesn’t seem to carry across when a case is open. For any INR where I have tracking showing delivery I always re add it. In the dialogue also add a note to ebay that tracking shows delivery and buyer confirms receipt- if that doesn’t get the case closed in a few hours then phone ebay and get it closed manually. 

prowla

If the messaging was in ebay, then that should be enough for the ebay folks to close the case.

24Tweezers

Upload the Tracking No.  If you do that, and don't contact Ebay meanwhile,  it will time out after so many days and the case will be found in your favour anyway.

soolin

prowla said:

If the messaging was in ebay, then that should be enough for the ebay folks to close the case.

ebay have the ability to ignore everything except the information provided in the case, a message has never been sufficient anyway to close an INR- but th etracking is.