Item Not Received case -- No Response from buyer

[clarry100]

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.

[phorum_junkie*]

As usual ebay got it wrong, while the buyer cannot make another claim through ebay if they were to lose the case by not responding they could still open a case through Paypal or worse still do a bank chargeback if they funded with a credit card.

On the couple of times I have had a buyer say a large letter item has not arrived if I have another I send it off straight away with registration so I can then supply a tracking number and the case is a slam dunk for me.

If I don't have a replacement or it would cost me more to replace than my profit margin I just refund, I only send low value items out without tracking so in either case I am not losing a lot.

[digital*ghost]

This kind of situation is why I will only provide the option of a replacement for those who contact me directly, unfortunately. eBay needs to provide the proper option to facilitate replacements (which is what most people actually want) so that I'm not risking anything by doing so.

I suppose there's really only a couple of options, aside from waiting to see if anything further happens, which would be to close the case and avoid the risk, or check with ebay to see if sending replacements now (via tracked / registered post) will protect you from a defect if the case is escalated. (Which has other risks, namely that the buyer is still away so wouldn't be able to receive or collect). 

[clarry100]

Yes DG we always send a replacement as this is always what the buyers invariably want.

When I asked the CSR about sending out a replacement now they kinda suggested it might be better to wait until there is a response from the buyer or the case times out. She said that if either me or the buyer escalated the case then it would be an instant refund as there was no tracking on the lost item.

So I would be at risk of losing another item if I send out a replacement now.

You are correct tho in that the current system does not allow for what most buyers want which is another item sent out.

Having said that tho since this item is under $10 it would not make sense to send out a replacement under the formal case as they would require tracking to prove the replacement was sent. That would cost more than the item's inherent value.

So for us its always best to send the replacement by large letter outside the formal INR case. Thankfully our buyers seem to almost always (except this one) let us know via messaging rather than open a formal INR case. Much simpler to deal with for us.

[digital*ghost]

I generally close the case when I get one and message the buyer to explain why I can't provide a replacement in those circumstances, sometimes they re-purchase the item, and so far everyone seems to at least accept my explanation even if they would have preferred the item.

If I do replace a missing item, I always send tracked or registered, regardless of the item value (if the item is really low value - a couple of times the registered label cost more than the purchase price - rather than think about the loss for that particular order, I include it in my overall costs so it doesn't seem so bad that way  plus it helps a bit to ensure safe delivery the second time around so saves issues with the replacement not turning up, etc). 

BTW I'm not suggesting your process is wrong in any way, I'd prefer to do the same and send replacements in most cases, because it is what most buyers prefer too, and because it's usually more cost-effective, I'm just not confident enough in eBay to take some of the risks involved. 

[davidc4430]

i woner if the item did turn up but the buyer didnt bother or forgot about the case. went off on their trip leaving the case running.

[clarry100]

Yes david. That exact thought has crossed my mind too. If that's true then at 30-days the case will time out with no penalty to us according to the CSR

[247newdeals]

---

@phorum_junkie* wrote:

As usual ebay got it wrong, while the buyer cannot make another claim through ebay if they were to lose the case by not responding they could still open a case through Paypal or worse still do a bank chargeback if they funded with a credit card.

On the couple of times I have had a buyer say a large letter item has not arrived if I have another I send it off straight away with registration so I can then supply a tracking number and the case is a slam dunk for me.

If I don't have a replacement or it would cost me more to replace than my profit margin I just refund, I only send low value items out without tracking so in either case I am not losing a lot.

---

I agree with what you say and how I try to deal with it. Problem is you can not really give a refund until the case is closed if you just refund through payapl (which is what I use to do)and do not worry about FVP then ebay counts it as out of stock and you get a defect. I now have to cancel the sale for the buyer to get a refund if they put in for item not received you would have to wait for it to close or time out I would of thought, may be wrong

[clarry100]

We would prefer to send a replacement rather than refund.
I would certainly not refund outside the case as then if the buyer did escalate they would get a second refund. So I'm thinking that would be risky.
So we will just wait until we either hear from the buyer and negotiate for them to close the case and we subsequently send them a replacement. Or just wait out for the case to time out by itself after 30 days.

[designers*n*more]

I thought a buyer can only open a dispute either via eBay or Paypal but not both.

Found this under FAQs - 

PayPal Buyer Protection is still available for purchases both on and off eBay, and buyers can choose to open a claim through PayPal for an eBay item instead of opening an eBay Money Back Guarantee request. Buyers can't open cases on both PayPal and eBay for the same transaction.