Next step after buyer opens a request ans issue is resolved/

[egglesdtp]

This morning I received an email from ebay "Your buyer opened a request because their item hasn't arrived". I keep good records and was able to determine the date the item was posted (19/5) and the accompanying tracking number (TN) which I uploaded at the time I marked the item sent.

So I checked the TN on the AusPost website which showed the parcel had been awaiting collection at the buyer's local PO since 25/5. I sent a screenshot of this to the buyer and suggested she call in at her LPO. Received an email back just now saying she now had the item (no apology of course) .

My question is - what do I now do about the open request? There doesn't seem to be any way of indicating the buyer has now received her item. Do I do nothing? Does buyer need to do something?

[11dustyattic]

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@egglesdtp wrote:

This morning I received an email from ebay "Your buyer opened a request because their item hasn't arrived". I keep good records and was able to determine the date the item was posted (19/5) and the accompanying tracking number (TN) which I uploaded at the time I marked the item sent.

So I checked the TN on the AusPost website which showed the parcel had been awaiting collection at the buyer's local PO since 25/5. I sent a screenshot of this to the buyer and suggested she call in at her LPO. Received an email back just now saying she now had the item (no apology of course) .

My question is - what do I now do about the open request? There doesn't seem to be any way of indicating the buyer has now received her item. Do I do nothing? Does buyer need to do something?

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Does the tracking show the package as delivered? It should. If it doesn't show as delivered, I would contact Australia Post. As for the case, I don't know the correct way to proceed. Hopefully one of the experts will chime in and tell you what you need to do. Just sit tight until they do though

[davewil1964]

If the tracking shows delivered, upload the tracking number to the dispute. The buyer SHOULD just close the case, but that is not a given. After all, she has her item now and any inconvenience to you is not her problem.

[egglesdtp]

Have uploaded the tracking number to the request but there didn't seem to be any way of actually 'saving' that info - there was no 'next' or 'save' button. Hopefully it has gone through. Stupidest process I've come across.

[egglesdtp]

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@11dustyattic wrote:

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@egglesdtp wrote:

This morning I received an email from ebay "Your buyer opened a request because their item hasn't arrived". I keep good records and was able to determine the date the item was posted (19/5) and the accompanying tracking number (TN) which I uploaded at the time I marked the item sent.

So I checked the TN on the AusPost website which showed the parcel had been awaiting collection at the buyer's local PO since 25/5. I sent a screenshot of this to the buyer and suggested she call in at her LPO. Received an email back just now saying she now had the item (no apology of course) .

My question is - what do I now do about the open request? There doesn't seem to be any way of indicating the buyer has now received her item. Do I do nothing? Does buyer need to do something?

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Does the tracking show the package as delivered? It should. If it doesn't show as delivered, I would contact Australia Post. As for the case, I don't know the correct way to proceed. Hopefully one of the experts will chime in and tell you what you need to do. Just sit tight until they do though

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[egglesdtp]

I''ll email her and ask her to close the request.

[kopenhagen5]

Yes the buyer needs to close the request.

If no response it will time out but make sure the request doesn't say 'waiting for sellers response'.

[danieh_6]

just escalate the request after 3 business days, case will be closed in your favour.

[padi*0409]

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@danieh_6 wrote:
just escalate the request after 3 business days, case will be closed in your favour.

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Dangerous move, eBay are not renowned for taking the seller's side when they ask eBay to step in, even if the seller can show delivery.

[ceffylgwyndancer]

How about doing online chat with ebay, refer them to buyer's message saying she has the item and ask if they can close the case?
I've followed up on 2 items lately and discovered they'd been delivered but Aust Post hadn't done last scan so still showing as undelivered. Fortunately the buyers eventually left feedback.