topic Re: Next step after buyer opens a request ans issue is resolved/ in Selling

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

egglesdtp — Wed, 03 Jun 2020 06:38:07 GMT

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?

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

11dustyattic — Wed, 03 Jun 2020 06:57:39 GMT

@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?

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

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

davewil1964 — Wed, 03 Jun 2020 06:59:49 GMT

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.

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

egglesdtp — Wed, 03 Jun 2020 07:12:27 GMT

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.

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

egglesdtp — Wed, 03 Jun 2020 07:13:09 GMT

@11dustyattic wrote:
@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?

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

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

egglesdtp — Wed, 03 Jun 2020 07:14:12 GMT

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

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

kopenhagen5 — Wed, 03 Jun 2020 07:37:16 GMT

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'.

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

danieh_6 — Wed, 03 Jun 2020 08:09:56 GMT

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

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

padi*0409 — Wed, 03 Jun 2020 08:13:38 GMT

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

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.

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

ceffylgwyndancer — Wed, 03 Jun 2020 11:34:44 GMT

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.

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

tazzieterror — Wed, 03 Jun 2020 13:43:14 GMT

OP, definitely follow the advice above and talk to online chat support about it rather than letting it carry through the regular process and time frame.

They might even resolve it on the spot for you - they've done so for me in the past when there was no point in letting it play out.

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

egglesdtp — Wed, 03 Jun 2020 14:22:52 GMT

@egglesdtp wrote:
I''ll email her and ask her to close the request.

Emailed her and she actually did close the request..

I'm hoping she did so as she was embarrassed by her inappropraiate response to not having her item, when she could have so easily checked the tracking number I supplied her and found her parcel had been waiting at her local PO for nearly 2 weeks. .

So all over now thank goodness.

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

tazzieterror — Wed, 03 Jun 2020 14:35:17 GMT

Oh yay - a reasonable buyer!

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

danieh_6 — Wed, 03 Jun 2020 22:49:57 GMT

yes that will happen if its not the same delivery suburb as buyer.