I cant make sense of this. Case closed in buyers favor.

[moviemerchmania]

Sold an item Jan 10th, delivery notice was left for buyer to pick up item on Jan 15th. Buyer did not pick up item. 

Canada Post tracking # 0105995921506240

They opened a case. I asked them to please pick up the item, no response.

They waited 2 weeks then asked ebay to step in and they won and got thier money back and now I will lose my top rated seller on my selling account as I also had cases closed during the postal strike that were stuck in transit and ebay did not care about the strike, still my problem that Canada Post was not delivering the packages I shipped. 

My faith/trust in ebay was already low due to past experiences, but this is just a slap in the face. It makes sense why so many sellers are leaving.

What is my best course of action here? Contact them by phone?

[38e_avenue]

I had exactly the same situation. The buyer refused to pick up and opened a INR case. I closed the case by refunding the buyer, and I got my item back 2 or 3 weeks later. 

By refusing to pick up, the buyer sent a clear message: I changed my mind - I don't want this item anymore - I want my money back. By your action you tried to force the buyer to complete the transaction. Unfortunately, it never works, and can potentially lead to even more troubles.  It makes no sense to start a war with a mentally unstable buyer. 

[brettjet38]

When you were asked to submit the "tracking" number for any of these disputes, did you?  No? That is why you lost, you MUST submit your tracking number when a claim is open within 3 days if you do not enter the tracking number you lose.

https://www.ebay.ca/help/selling/managing-returns-refunds/help-buyer-item-didnt-receive?id=4116&st=3...

If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information showing that it was delivered.

If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request.

If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab.

Once a request is opened, you have 3 business days to resolve the issue. After that time, either you or the buyer can ask us to step in to help resolve the issue.

Resolve an item not received request

Tip
When a buyer opens a request, the funds related to the sale may be be put on hold. Once the issue is resolved, the hold is lifted and you'll receive your funds in your next scheduled payout.

What to do when a buyer opens an item not received request

In the email you received telling you the buyer’s issue, select See request details. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. You’ll also see your response options:

Add tracking details: You’ll need to provide tracking within 3 business days of the request being opened, if you haven’t done so already. In order to be protected, tracking must be from one the shipping carriers integrated with eBay and must include the date you shipped the item, the date it was delivered, and the address it was delivered to. If the order has a total cost (total of item(s), shipping and tax) of $750 or more, it should also show the signature confirmation of the recipient. Learn more about our signature confirmation requirements.

More info

Refund the buyer: The buyer will get a full refund, including the original shipping costs. Choose this option if you don't have tracking details from one of our integrated shipping carriers showing the item was delivered to the address on the order, or showing the package has been in transit without movement for 7 days or more.

More info

Send a message to the buyer: If you’d like to speak with the buyer directly to try to resolve their issue, you can send them a message. If you and the buyer can’t agree on a resolution within 3 business days, you can ask eBay to step in to help. However, you may not be protected if you don't upload tracking from one of the shipping carriers integrated with eBay and there is no acceptance scan showing before the 3 business days expire.

More info

Send a replacement item: If the buyer would rather have the item than a refund, use the “Send a message” option to offer them a replacement. Once you’ve sent the replacement, let them know it’s on the way and upload tracking information to the request. 

Tip

You should report missing packages to the shipping carrier you used—they may be able to help.

Get help from eBay

If you and the buyer haven’t been able to resolve the issue within 3 business days, you can ask us to step in to help. If we step in to help, you will no longer be able to issue a refund.

Top Takeaway

The easiest way to resolve "item not received" requests is to provide tracking details showing the delivery address and delivery date of the item.

[moviemerchmania]

Yes the tracking was uploaded right away, that is why I have such an issue with this.

[moviemerchmania]

All this information sounds great and makes sense however when it comes down to it the uploaded tracking and me communicating with the buyer that his item is available for pickup was not enough for ebay to help me.  

[flipistics]

Contact them through social media. The reps there actually have the power to do something.

[reallynicestamps]

When we are paid to ship, our duty is to choose a shipper that will promptly and securely deliver.

Well, that hasn't gone smoothly recently.

But.

That does not relieve us of the duty to deliver.

Because you did not voluntarily refund the buyer when the last estimated date for delivery passed, eBay did.

Not only did you lose the money, but you got a Defect, which is even more expensive than just the cash.

Ugh.

However.

This case is more complex, because you did not respond in the Claim.

Contact an eBay employee through the social media. The phone reps are subcontractors.

In hindsight, what you should have done was respond to the Claim with the tracking number.

When they saw it was Refused, the shipment became Undeliverable* and eBay does not require any refund for Undeliverable shipments.

https://www.ebay.ca/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?....

Always respond to a Not Delivered claim in the Claim and with the tracking number.

Normally that gives you a little leeway in the delivery window.

Or as should have happened here, the Claim is disallowed.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.


https://www.facebook.com/ebay— Message button in upper right on landing page.
#204760888466
https://www.instagram.com/ebayforsellers/


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
 

*and is probably slowly wending its way back to you. It will probably show up before Canada Day.

[reallynicestamps]

TL/DR

When the buyer Refused the shipment (even if it was because it was late) they also lost the Claim, if you had given the tracking and noted that it was Refused.

[moviemerchmania]

So the tracking was uploaded into the case details along with in the actual shipping details page when it was marked as shipped. 

Canada Post already attempted delivery and left a notice card where to pick up the item prior to the buyer even opening the case, which was also before the last expected delivery date according to ebays timeline. 

[reallynicestamps]

Even though eBay has the tracking number, they want to confirm that the seller is actively cooperating in the Claim.

Entering the tracking number and showing the Refusal is that confirmation.

Once a Claim is opened ALL communication should be through the Claim.

If the buyer is also sending Messages, those should be cut and pasted into the Claim too.

[moviemerchmania]

Yes I understand that. I do not know what else I could have done.

I uploaded tracking.

I told the buyer his item is ready for pick up.

I reminded him again item is still ready for pick up.

Got no response until he asked ebay to step in a couple weeks later.

All communication was done through the ebay case along with me also sending him the same messages through the ebay messaging system. 

[moviemerchmania]

Thanks, I just sent an appeal, I will wait to hear back then contact them through social media. 

[moviemerchmania]

Update: spoke with ebay customer service. First rep was polite but im not sure they even know what month or year it is. Kept putting me on hold and said not to worry just wait for a few business days and call back if needed (not sure what the wait was for).

Second time I got a rep from the US. Super helpful, reviewed the details of the case rather quickly and instantly apologized for the oversight and error and reversed the case. It should have never been closed in favour of the buyer to begin with and was most likely not reviewed and just closed out by the first employee handling it. 

Hopefully no one else goes through this, but afterall it is ebay. 

[brettjet38]

I knew you would sort this one out...

Hopefully, the Seller will be fully refunded.

[itolduandso]

Why are you assuming the seller didn't provide the tracking number. You spent time to put this information together, valuable summary, however, you may have saved your time. I guess nobody ships without tracking anymore these days except for some hold-outs selling cheap stamps shipping by letter mail.

[itolduandso]

Have you contacted ebay by phone? If your tracking information was provided to Ebay right away when you have shipped the item then you acted as you were supposed to do. Have them explain you on what grounds they made the decission like that. The item was sitting at the post office there, the buyer could have filed INR, get the money back and then pick up the package. That would have been the outcome of this because of how ebay has handled it. There is something abnormal to this, so get the clarification.

[itolduandso]

 "Contact an eBay employee through the social media. The phone reps are subcontractors."

Is this confirmed?

[itolduandso]

It may be better to put longer delivery time frame for shipments these days. I rather lose a buyer who wants the item tomorrow then having ebay to argue it's past the delivery.

[itolduandso]

"Once a Claim is opened ALL communication should be through the Claim."

Yes, very important.

Also, if you had previous communication outside of the claim, it may be advisable to copy it into the claim message just in case. You communicated with the buyer asking them pickup the package. This would need to be in the claim message with copy past messages you sent them.

[itolduandso]

I would contact them directly. Don't just appeal. Appeals gets denied and you will lose any chance for review. First contact on social media and have them file the appeal for you.