On 21st March we were notified that a buyer had opened an INR case against us. The item was sent on 2nd March using large letter so no tracking. There was no prior communication from the buyer at all.
In the message from the buyer on the case the buyer stated that they wanted the item urgently as they would be going overseas very soon.
I responded within the case immediately (within the hour) asking the buyer if they would close the case and we would be happy to send out a replacement item straight away for them.
To date there has been no further response at all from the buyer. For all we know it could have actually turned up.
I called ebay (actually got them to call me back) yesterday as I was concerned that the case might close against us without seller resolution, thus resulting in a defect.
The CSR told me to do no more until if/when the buyer responds. If the buyer does not respond within 30-days the case will simply close with no defect issued to us. And after that the buyer cannot raise another case or do any more about it at all - ever.
If the buyer does respond then request them (the buyer) to close the case and send out the replacement item they said they wanted.
I feel a bit nervous that the buyer might just escalate the case and get an immediate refund (as they would without tracking), so I'm not inclined to send out a replacement item until they either close the case or the 30-days elapses.
Does this all sound like the correct way to handle this case?
I have very little experience in handling such things, only what I read about here on the boards.
When we get informal claims of INR simply via messaging we always send out a replacement item after verifying correct address with them and a couple of other pertinent questions. This usually results in a happy buyer and often positive FB. Then we add a follow-up to the feedback we left them that says: "<UID>: Replacement sent for item reported lost in post <date>." This is so that if they happen to be repeat offenders other sellers can see this comment and also who they are.
