Seller insists that I close Request before he will re-send order. Does Ebay seller policy allow this

[imagineering_tech]

I ordered a wireless computer mouse from a seller in Malaysia in mid-February. The seller gave a delivery window ending March 21 and provided a non-existent tracking number. The mouse never arrived. I did the usual checks - mail carrier, postal depot, customs, damaged parcels, etc. - nothing came of that. Because all my mail has been slow recently, and to allow some leeway for slow mail service, I waited until April 2nd to contact the seller. Initially, the seller did not respond. I queried a second time, including the information that the "tracking number" did not show up anywhere. Now, the seller's response is that they will resolve my issue ONLY AFTER I have closed the Request. The seller claims that an open Request negatively impacts his ratings, and so to get either a refund or re-shipment they want the Request closed. My understanding is that if I close the Request, I have no further recourse. |

Do EBay policies for sellers even permit this type of request? By any other name, it whiffs of extortion, or a scam. Once the Request is closed, there is no way to get any further resolution for the non-delivered item. I'm sure the seller knows this. I question whether sellers are even allowed to make this kind of  "offer" under EBay seller guidelines, but I have not been able to find a reference one way or the other. To me, it sounds like poor customer service at best, or an attempt to manipulate the seller's ratings.. Can anyone enlighten me about EBay policy when a seller makes this kind of suggestion in answer to a legit Request? Thanks.

[momcqueen · Accepted solution]

Do NOT accept an offer of a replacement. Instead, escalate your case as soon as is possible. 

[ypdc_dennis · Accepted solution]

Your seller is lying. An INR case does not count against a seller unless the seller fails to resolve the case.

Ask ebay to step in to settle the case -- no point going any further with this seller.

-..-

[femmefan1946 · Accepted solution]

Never accept an offer of a replacement.

It usually means nothing was sent in the first place and nothing will be sent now.

If you have not visited the Resolution Centre at the bottom of this page, do so immediately.

Open an Item Not Received Dispute.

EBay suggests that you Contact the Seller.

You already have done that so ask eBay to step in and escalate to a Claim.

 If the seller cannot prove delivery (not shipping, delivery) you will be refunded.

The feedback may or may not stay after you win and get your refund.

But you will have money.

https://www.youtube.com/watch?v=g__ANxxwKIk

[imagineering_tech]

Thank you. I was not sure about the policies with respect to an INR case, but this seller's "offer" seemed pretty cheesy, and dubious as far as anything actually being sent out after the fact.

[imagineering_tech]

I did visit the resolution centre as a first step, and as suggested sent messages to the seller, whose response I've already mentioned. I'll escalate this to a claim as soon as possible - whether or not EBay takes any further action with the seller is not my main concern (although his suggestion sounds pretty skanky). I'll get a refund, and find a more reputable vendor for the item. There are several who I've dealt with multiple times over the past 5 years who ought to carry a similar item. Many thanks for your advice.

[momcqueen]

I always like to give both parties the benefit of the doubt but, in this case, there's little doubt in my mind that the seller is trying to pull one over your eyes. If you closed the case, you'd be outta luck. No item, no refund. Plain and simple. It makes me fear this dishonest tactic has worked for him in the past. To the detriment of other buyers. Escalate, and do it quickly.