Sale caught up in Canada Post strike and INR claim

[barnfindparts]

Have an item not moving due to the Canada Post strike and the buyer opened a INR item not received claim after the scheduled delivery date passed. I called ebay and they  essentially told me to refund him.

Is ebay not helping Canadian sellers in any way? I don't believe I was offered any sort of extension. Thankfully its relatively low value and the only one I have in this situation. If I refund him the item will eventually make its way to the buyer once the strike is over so good deal for him.

I really feel bad for any sellers with high value items caught up with Canada Post currently. 

[ricarmic]

When you refund the buyer ask them to let you know if it does eventually arrive so you can set things up so they can pay for it again (I just create another special only for them item to purchase, I mark it shipped right away and all is good). A decent portion of folks will do this....depending on the category of course.

[barnfindparts]

I supposed not much else one can do really. The logical response from ebay should be to make buyers wait in my opinion.  They'll eventually get their purchases once the strike resolves . Not ebay forcing sellers to refund then forfeiting their items on top of it.

[lotzofuniquegoodies]

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@ricarmic wrote:

When you refund the buyer ask them to let you know if it does eventually arrive so you can set things up so they can pay for it again (I just create another special only for them item to purchase, I mark it shipped right away and all is good). A decent portion of folks will do this....depending on the category of course.

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I thought eBay was protecting sellers if item was shipped tracked. You are basically hooped if it wasn't. That's the read I make of it going by the dot com announcement.  Below is the quote from the annoucement. Or is it 1 set of rules for US sellers and another for Canadians?

If you have already shipped or are shipping directly to Canada, you are protected from late delivery claims as long as you meet your stated handling times. 

[chicweb]

They might be playing with words?

Late Delivery vs Item Not Received?

Late Delivery might be when they have received the item and in their feedback they specify it was late, adding a defect in the account?

INR is a refund request basically... Not sure.

[lotzofuniquegoodies]

@chicweb 

That is what I am thinking too. Without a clear interpretation of what a "protection" is from eBay are we going to be left flapping in the wind? 

On a less lighter note, how do you keep someone in suspense?.................................................................................................................................................................................................................................................................I"ll tell you tomorrow!!😐

[reallynicestamps]

I called ebay and they essentially told me to refund him.

On the phone?

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.

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.

@chicweb 

and in their feedback they specify it was late, adding a defect in the account?

Feedback is not used to assess member accounts.

Because it is considered "opinion" and because only about 40% of transactions get any feedback at all.

Claims can lead to Defects, if the seller does not cooperate.
 

[chicweb]

If a customer says they received it late without tracking, I can assure you it affects our account.

It happened to me, once. No INR claim, but customer said they received it after the estimated time.

I have now 0,25% of Late Shipment in my dashdoard. After a certain threshold, we can lose our Top Rated.

That's Late Shipment Defect they are talking about.

INR is a claim to refund. Not counted toward Late Shipment Defect. I had an INR claim cause of the strike. Wasnt added to my percent of Late Shipment (yet?)

[barnfindparts]

I did contact a Facebook rep cause as mentioned the phone reps are pretty unreliable. From the Facebook rep:

"We want to ensure that you are not held responsible for circumstances outside your control. That’s why we will remove the transaction from your late shipment report cancellations/open INR in Service Metrics when it is caused by widespread weather disruptions or other unexpected events. Hope this clarifies further"

He further provided this link:

https://community.ebay.ca/t5/Announcements/Urgent-Canada-Post-strike-action/ba-p/512926

They still expect me to refund the buyer in the INR case even if it it out of my control. They will remove any defects though. So nice of them.

[lotzofuniquegoodies]

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@barnfindparts wrote:

I did contact a Facebook rep cause as mentioned the phone reps are pretty unreliable. From the Facebook rep:

"We want to ensure that you are not held responsible for circumstances outside your control. That’s why we will remove the transaction from your late shipment report cancellations/open INR in Service Metrics when it is caused by widespread weather disruptions or other unexpected events. Hope this clarifies further"

He further provided this link:

https://community.ebay.ca/t5/Announcements/Urgent-Canada-Post-strike-action/ba-p/512926

They still expect me to refund the buyer in the INR case even if it it out of my control. They will remove any defects though. So nice of them.

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Does that include items in transit? This is a direct quote from that specific announcement. 

 eBay is also actively updating estimated delivery dates for Canadian buyers and encouraging patience as the situation unfolds. 

That leads to the following question. How many times will ebay  extend the extension? Either it is still in transit or late. Can it be both or either?

[barnfindparts]

A different facebook rep sent this:

 After looking over the details, we do see that you've provided tracking showing this item shipped through Canada Post. We have protections in place and you are not required to refund the customer right now. Our system will automatically place the case on a 10 business day hold after the original 3-business day resolution timeframe.

This will allow more time for tracking to update but if you notice more time is needed before the 10-day hold is over, please let us know and we'll be happy to re-evaluate at that point. For now, you've done the right thing by advising the buyer of the strike and keeping them in the loop. You will be notified if the status of the case changes but for now, you do not need to do anything else. We appreciate you taking the time to review that with us. Thanks for contacting eBay.

[sin-n-dex]

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@barnfindparts wrote:

Have an item not moving due to the Canada Post strike and the buyer opened a INR item not received claim after the scheduled delivery date passed. I called ebay and they  essentially told me to refund him.

Is ebay not helping Canadian sellers in any way? I don't believe I was offered any sort of extension. Thankfully its relatively low value and the only one I have in this situation. If I refund him the item will eventually make its way to the buyer once the strike is over so good deal for him.

I really feel bad for any sellers with high value items caught up with Canada Post currently. 

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I have $50 USD worth of items in transit with Canada Post, the most expensive being $27 USD. The part that bugs me, is the $27 sale was because when I updated my exclusions to include Canada, 900 out of 12K of listings didn't actually update with this and the buyer was able to buy the night before the strike started. Since there were all these rumours of rotating strikes and how mail would still move, I got his package in the mail right away before things started to backlog. Then the next day I find out it's a full on National strike.

If eBay's website worked the way it was supposed to (and I was able to block those 900 listings by going back into shipping exclusions, and clicking update, and it updated the remaining 900 listings, I didn't really do anything new here), then I might not be out $27 USD if this guy files an INR. Because it's a low value item going lettermail, there's no tracking, so if he files an INR, I'll be refunding, even though he shouldn't have been able to purchase those items in the first place. So the situation makes me very nervous.

C.

[jodow-5466]

eBay should make both buyer and seller responsible if the buyer does not request tracking or registered mail.

[recped]

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@jodow-5466 wrote:
eBay should make both buyer and seller responsible if the buyer does not request tracking or registered mail.

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Buyers don't "request" anything, they pick from what is offered by you the seller, if you offer a non-tracked service that is ALL on you.