Buyer Claiming INR when tracking says delivered

snowstormcat

I've had a buyer opened a INR case stating their item has not been delivered but the tracking says it has.  How do I proceed with this case please as not had this before?

km1500

put on the tracking number for the item onto ebay

snowstormcat

km1500 said:

put on the tracking number for the item onto ebay

Thank you.  Is that all I need to do or will I have to ask Ebay to step in after so many days?  I know I have read in the past about following certain rules otherwise the buyer wins the case.

soolin

Firstly as km1500 says you need to ensure you respond to the case and add the tracking number to that case. I usually phone ebay as well to make sure they can see I have proved delivery. Ebay did change the rules a while back to say that tracking could only be used to defend an INR if it was uploaded at point of despatch, but I understand that rule is not enforced, n fact I'm not sure it is still even in the T and Cs.

Keep an eye on the case even after you have spoken to ebay with proof of delivery , it may take a few days but it should be closed in your favour once ebay see delivery confirmation. Once you are safe from the claim, then assist the buyer with attempting to track down the package, assuming it has been misdelivered or left in an insecure place and stolen. 

snowstormcat

soolin said:

Firstly as km1500 says you need to ensure you respond to the case and add the tracking number to that case. I usually phone ebay as well to make sure they can see I have proved delivery. Ebay did change the rules a while back to say that tracking could only be used to defend an INR if it was uploaded at point of despatch, but I understand that rule is not enforced, n fact I'm not sure it is still even in the T and Cs.

Keep an eye on the case even after you have spoken to ebay with proof of delivery , it may take a few days but it should be closed in your favour once ebay see delivery confirmation. Once you are safe from the claim, then assist the buyer with attempting to track down the package, assuming it has been misdelivered or left in an insecure place and stolen. 

That's great information - thank you very much!

oldernonethewiser

As I buyer I didn't receive an item earlier this year. Tracking info showed it had been delivered.  Spoke to the seller who assured me it had been delivered and even sent me a photo of the package outside a door.  Sadly not my door.  Dropped off at the wrong address.  Kind neighbour brought it round so all was good.

Earlier today had a chat with Yodel asking why my latest eBay order has not been delivered. Their records show that three attempts had been made and card left each time to notify me.  Nope - no delivery attempts and no cards left.  Item currently at the Yodel depot and as I won't be able to collect it then back to the seller it will go.

Have contacted the seller to let them know which I think is the way to proceed rather than a INR in this case.

snowstormcat

snowstormcat said:

soolin said:

Firstly as km1500 says you need to ensure you respond to the case and add the tracking number to that case. I usually phone ebay as well to make sure they can see I have proved delivery. Ebay did change the rules a while back to say that tracking could only be used to defend an INR if it was uploaded at point of despatch, but I understand that rule is not enforced, n fact I'm not sure it is still even in the T and Cs.

Keep an eye on the case even after you have spoken to ebay with proof of delivery , it may take a few days but it should be closed in your favour once ebay see delivery confirmation. Once you are safe from the claim, then assist the buyer with attempting to track down the package, assuming it has been misdelivered or left in an insecure place and stolen. 

That's great information - thank you very much!

I've done as suggested and ebay said to wait 4 days then ask to escalate the case (assuming buyer has not closed the case before this) as they can see the item has been delivered.  I've also messaged the buyer and am attempting to assist them as well.

snowstormcat

The option to ask ebay to help has now appeared on the request details page.  Can anyone confirm that I now need to use this option please?

soolin

snowstormcat said:

The option to ask ebay to help has now appeared on the request details page.  Can anyone confirm that I now need to use this option please?

That should be the right one, but personally I’d phone eBay again and get them to close it in your favour as promised. 

snowstormcat

soolin said:

snowstormcat said:

The option to ask ebay to help has now appeared on the request details page.  Can anyone confirm that I now need to use this option please?

That should be the right one, but personally I’d phone eBay again and get them to close it in your favour as promised. 

Thank you - I'll do that.