Anyone had an INR lately? Holding funds despite valid tracking

[everard6920]

Had an INR today - buyer acknowledged in eBay messages that it's showing as delivered but says they don't have it (another issue entirely ...)

It was a tracked letter, so I pasted the tracking number from the order page into the dispute and uploaded, also noting that I have the receipt and postal voucher proving the address. I was keen to have it closed because I always hear so many horror stories about disputes being resolved in a buyer's favour despite the selling following all the rules, so when it didn't automatically close with the tracking, I jumped on the chat with the idea that CS could manually close it.

Nope - apparently it's a new rule that your funds are held for 3 days regardless of whether you upload valid tracking or not, so that the buyer and seller can "resolve" the issue. Huh? There is nothing to resolve. My job was to ensure that the item the buyer purchased was delivered to their specified address, and it was, so ... ?

Here's what CS said:

"Usually cases gets closed when valid tracking is found. But recently we did update some of our guidelines under which when a request is filled it remains open for 3 business days to allow time to resolve the issue mutually. Within this time frame system will not allow us to take action on the case. This was updated because some seller previously added false tracking allowing to manipulate guideline resulting unfair resolution. This is the reason why we updated the system. But do not worry I can confirm the tracking you have shared is valid and we will close this case once 3 business days timeframe is over. This will not affect your selling performance. I hope you understand we can not ignore our guidelines."

BTW this has nothing to do with funds being held because I'm a new seller - I've been here for 20 years and have never had my funds held. It's just this random new thing they're doing. Good times.

[katistrophik]

They are holidng funds because they are treating you as a new seller - 21 day hold I beleive, despite what CS told you.

[south.coffee]

Yes, the tracking is showed as 'Delivered' but was it delivered to the correct address ?  When the Postie or Contractor does the final Delivery scan, the terminal records the GPS co-ordinates and uploads it against the tracking record.  Australia Post Customer Service have access to this and can solve delivery issues.

Secondly, the item could of been stolen from the letter box or premises.

With the crazy volume of mail during lock down, humans make mistakes.   One suggestion if using MyPost, always use the suggested delivery address from the Australia Post database in the drop down list as these are the official physical addresses which are machine readable by the letter sort units and will speed delivery.

Tip #2. Always put the stamp in the top right corner, again readable.  (I have received items with the stamp in the middle, bottom right and back of an envelope and they get rejected down the first chute requiring manual sorting which delays delivery).

[jellybirddesigns]

@coffee - an item stolen from the recipients mail box is an issue for the receiver, not the sender. 

Once tracking shows delivered, the responsibility lies with the buyer - that's why tracking is for the sellers peace of mind. Buyer needs to provide a secure place for mail.

OP should definitely confirm the address with the buyer - although if the buyer moved and forgot to change it that's their responsibility and have no claim against the sender. The OP should be covered by Ebays Seller Protections which indicate that if an item is sent tracked, within the handling time, to the address on record, then the seller will not be penalised. Of course, having Ebay follow its own guidelines sometimes needs to be pointed out to the useless CS reps.

[everard6920]

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@jellybirddesigns wrote:

@coffee - an item stolen from the recipients mail box is an issue for the receiver, not the sender. 

Once tracking shows delivered, the responsibility lies with the buyer - that's why tracking is for the sellers peace of mind. Buyer needs to provide a secure place for mail.

OP should definitely confirm the address with the buyer - although if the buyer moved and forgot to change it that's their responsibility and have no claim against the sender. The OP should be covered by Ebays Seller Protections which indicate that if an item is sent tracked, within the handling time, to the address on record, then the seller will not be penalised. Of course, having Ebay follow its own guidelines sometimes needs to be pointed out to the useless CS reps.

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I did confirm her address with her - it was the correct address, which matches the address on the postal voucher (that you get for the domestic tracked envelopes), the tracking number on that voucher matches the receipt, and the online tracking shows delivered to the postcode.

I'm confident everything is in order. I will just wait and see what happens on Wednesday but if it's closed in the buyer's favour and I get a defect and have to go into battle then I'm not going to be very pleased.

[jellybirddesigns]

Just a thought - was the item valued over $750 and in need of a signature?

[everard6920]

Nope! It was actually relatively low value (under $20) which is why the money hold in and of itself doesn't bother me, it's just the fact that it makes zero sense to hold for 3 days when everything has been checked by the CS rep and found to be valid. There is just no benefit to doing that whatsoever, because it's not as if the item is magically going to say undelivered in 3 days' time. The buyer even stated that it says it was delivered - they just claim they haven't got it. However this is not my responsibility in terms of an INR dispute because seller's responsibility ends when it states delivered.

With that said, I've offered to resend the item pending the outcome of the case just because it's low value and I do think the buyer is telling the truth. There is nothing sketchy in their feedback, and their messages sound genuine, but I did tell them that they should consider securing their letterbox with a lock - looking on Google Maps it's one of those properties where the front yard is very large and the letterbox is a long way from the actually house and on a busy street in Melbourne.

[everard6920]

Just reporting on the outcome in case anyone is interested:

Back on to CS today (because tomorrow is the deadline) and asked them to close it. Because I'd mentioned in the notes that I was sending the buyer a courtesy replacement despite having tracking proving that the first item was delivered, they tried the "oh, let's wait until the buyer receives the replacement before we close the case" card but I was having none of that and pointed out that that was irrelevant to the case. Then they went away, came back and closed in my favour.

If at first you don't succeed, be firm, and quote their policies

👍

[jellybirddesigns]

Sending a replacement is not a valid means of resolving a case, but I'm glad they closed it anyway.

[cft207]

Hello, and yes.

Had $460 refunded to a buyer today, being the same day the valid tracking number showed item on board for delivery.

Tracking number was linked to the eBay sale the day it was paid for, and when con note generated. That was 8th August.

Took a bit too long to arrive though carriers are understandably stating delays due to lockdowns, and it was going to a small coastal town.

Tracking number always did show progressive movement of the parcel until it was delivered today.

It would seem their refund system doesn't bother to check on tracking numbers.

[jellybirddesigns]

That's awful @cft207

Contact CS and remind them that under the Seller Protections, you are supposed to be covered if you have send the item with tracking, within your handling time to the address on record.

You could also lengthen your handling times to 5 days + to  take into account slower postage.