Cases Closed Unfairly Despite Resending – Hurting My Seller Standards

[accessoryoutlet]

Hi all,

I’m hoping someone here can shed light or escalate this. Recently, I’ve had a few buyers open “item not received” cases. In most cases, the buyer requests a replacement, which I always dispatch quickly and upload a new tracking number.

However, Australia Post often takes a few days to update the tracking, and before it shows up, eBay closes the case in the buyer’s favour and issues a refund—deducted from my funds. This is despite me having already resolved the issue.

Worse, these cases are impacting my seller standards, even though I’ve done everything right. I’ve reached out via live chat and was told the cases would be reviewed, but I haven’t seen a fair outcome.

Is there a better way to flag this with eBay so I’m not penalised for shipping delays outside my control?

Thanks in advance for any help or advice!

[*casey*]

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@accessoryoutlet wrote:

"I use temu photos as they are the best quality but i buy directly from china in large quantities"

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Speaks volumes !

In the last 6 months  you've had 16  very obvious "items not received" plus others who've mentioned a refund.

"Hurting my seller standard

Losing Our seller rating too"

When buyers have a bad experience they  often leave eBay, which in turn,  affects all sellers.

One can only hope that eBay restricts your selling

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And for others:

When  buyers file  "item not received" claims  through eBay's Money Back Guarantee, they have to choose from :

1)  I'd like a refund

or

2)   I'd still like the item - replacement

[davewil1964]

But the MBG doesn't actually have a facility to cover replacements.

[*casey*]

Yes it does.

As already mentioned,  when a buyer opens an 'item not received' case through eBay's money back Guarantee, they have to choose what they'd like - a refund - or  a replacement. 

One of the boxes has to be ticked

It's then up to the seller to respond firstly with the tracking number  of the replacement , then the case stays open until delivery is shown.

If that doesn't happen, the buyer will receive a refund.

[*casey*]

To add, my comments are relevant to the OP who has multiple items, but hasn't given tracking details  for the replacement within the time limit.  Hence the buyers have asked eBay to step in and they've been refunded.

Obviously if a seller doesn't have a replacement, they'd have to refund.

[springyzone]

 when a buyer opens an 'item not received' case through eBay's money back Guarantee, they have to choose what they'd like - a refund - or  a replacement. 

One of the boxes has to be ticked

It's then up to the seller to respond firstly with the tracking number  of the replacement , then the case stays open until delivery is shown.

If that doesn't happen, the buyer will receive a refund.

That's really interesting, I didn't know that. You are always very knowledgeable, Casey.