Need to know how to appeal an INR case when item is delivered within 30 days after case closes

[fergua3]

I've asked this before but still can't find the correct procedure for appealing an INR case.  Item was still in transit, stuck in Chicago when buyer opened case.  I voluntarily refunded.  4 days later the item was delivered.

Per Ebays NEW policy, i can appeal the INR case and be reimbursed if the item is delivered within 30 days of voluntarily refunding the buyer.

So now i just need to know how to appeal.  Every link i find is for appealing a case WITHOUT seller resolution.  There is no link to appeal a case WITH seller resolution.

Using social media is not an option for me as i'm not on facebook, twitter etc.  There must be some way to do it on Ebay's site.

Apreciate any help.

[marnotom!]

What happens when you expand the "Closed without Seller Resolution" section of your Seller Dashboard as described here?

https://www.ebay.ca/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item-...

Does the case show up anyway?

[fergua3]

No, the case does not appear.

I'm not sure that link is of any use to me, as it only gives the option to dispute a case that was closed without seller resolution.  The case i closed was with seller resolution.

At the very bottom there is a link where i can email Ebay.  Should i use that?  I'm afraid that if my appeal gets denied by someone who doesn't know about the new Ebay policy, i will be out of luck as no other appeals will be allowed.  So as far as i can see i have one crack at an appeal and it has to be done right or i'm out $150US, which i can not afford to lose.

Does anyone hava a link to the actual policy, in writing,  that i can submit along with my request for appeal, so that whoever handles it will know about the new policy and not just dismiss my request?

[marnotom!]

I'm starting to think that because you issued the refund yourself without eBay's involvement, there's really no decision here to appeal.  The decision to refund was yours, not eBay's.  Which kinda flies in the face of what you say is the "new policy."  Do you have a link to it?

EDIT:  Just saw this post by Tyler that kinda says the same thing.  It doesn't appear to be a "policy" but an occasionally offered courtesy that would have to be done either by phoning Customer Service or dealing with a CSR on social media:

https://community.ebay.ca/t5/Seller-Central/Ebay-s-Money-Back-Guarantee-US-Postal-issues-Free-mercha...

[ilikehockeyjerseys]

It is always best to contact the buyer and see if they will agree to pay you back either directly via Paypal, or if they cannot figure Paypal out, you can create a new blank listing on eBay for the amount and instruct them to buy it. 

Assuming the buyer does not respond, then I'd take a shot at using eBay's customer service phone line to see if eBay will cover the refund to you. https://www.ebay.ca/help/contact_us?id=4116&st=10 click 'Have us call you' on the left side. I would call instead of using the online chat. The online chat is okay for very simple things, but calling is always better. 

[fergua3]

well that's the Catch 22 of these situations isn't it.  If i do refund, well then i did it voluntarily so i must be admitting guilt.  if i don't do it voluntarilly, Ebay takes the money from me and gives me a very damaging defect. 

Had it not been for the threat of Ebay's punishment, i would not have refunded the buyer 'voluntarily'......i would have waited for the package to either be delivered or declared a loss by USPS.  Which is the way the system should be in the first place.

Ebay forcing sellers to refund buyers when items are still in transit is outrageous and i have little doubt there will be a class action lawsuit on this point one day.