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!

[davewil1964]

eBay's buyer Money Back Guarantee does not cover replacement. You are giving your buyers a free gift.

Refund, if the case is legitimate. They can always repurchase, where you will ensure you send with tracking.

[davewil1964]

Or you can, as I would, block them.

[curraone]

1.   Answer every 'not received' case with the tracking number.

2.  Expand your handling time to 6 days or more, to allow Aust Post to deliver

3.  Never refund.

4.  Block them from buying from you again.

Have you queried the delivery with Australia Post?   Why are they taking so long, do you think?

[sandypebbles]

I agree with what has been said

What are these buyers feedback left for others like too?

Serial 'item  not received' type comments or serial neg givers?

[curraone]

oops, I made a typo

1.   Answer every 'not received' case with the tracking number.

2.  Expand your handling time to 6 days or more, to allow Aust Post to deliver

3.  Never refund.      Do not send them a replacement.

4.  Block them from buying from you again.

Have you queried the delivery with Australia Post?   Why are they taking so long, do you think?

[accessoryoutlet]

Yeah, I totally get where you’re coming from. I usually do upload the tracking and follow it all properly. The issue is more on eBay’s side—like even if I upload a new tracking for a resend, they don’t look into it properly and still refund the buyer automatically.

As for AusPost… honestly, I’ve tried asking, but they rarely give a clear answer. Sometimes it’s just delays, missed scans, or "delivered" when it’s not. 🤷‍♂️ Bit frustrating when we’re the ones left fixing it and losing our seller rating too.

[springyzone · Accepted solution]

If a buyer opens a claim via ebay for an item not received, are you able to upload a tracking number that shows it as delivered?

If not, quit letting buyers decide what should happen. Of course a lot of buyers don't know the system, they'll be demanding a replacement. Never opt to send replacements, you're just making extra trouble for yourself.

Nope, you refund them. Just tell them you are sorry the item did not arrive and you have refunded so they can buy another if they wish.

Mind you, if you can see they make a bit of a habit of complaining in feedback about items not arriving or whatever, just block them.

My take on this, from what I have heard from some friends and others, is that if something is replaced and later the original arrives, they almost never bother to pay for the original. Their thinking seems to be the seller messed them around by not getting the original there in time, so bad luck. They'll keep both for their troubles.

So by sending a replacement, not only are you risking your seller standards but you're likely to suffer a double loss-2 items plus a full refund.

[*casey*]

"I’ve had a few buyers open “item not received” cases"

I counted approximately 15  'items not received' in your feedback  in  the last 6 months alone, so you're very lucky if only a 'few' buyers have opened disputes.

" losing our seller rating too"

Looking at your items and images, which all taken from sites like Temu, Shein,  AliExpress etc,

are you drop shipping or do you have the items in stock ?

[accessoryoutlet]

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