Item Not Recieved case- help please

[rocket2retro]

Hi I have had a buyer open an INR case stating a parcel showing as delivered was no delivered.

The tracking is showing as Delivered - Left in a Safe Place.

I have responded to the buyer via the open case stating he will need to contact Australia Post for the photo of the delivered item (and make a potential claim).

My question is should I now let the case sit until either he escalates (or it times out), or, should I ask eBay to step in (as I proof of delivery)?

Thanks

[repentatleisure1952 · Accepted solution]

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@rocket2retro wrote:

Hi I have had a buyer open an INR case stating a parcel showing as delivered was no delivered.

The tracking is showing as Delivered - Left in a Safe Place.

I have responded to the buyer via the open case stating he will need to contact Australia Post for the photo of the delivered item (and make a potential claim).

My question is should I now let the case sit until either he escalates (or it times out), or, should I ask eBay to step in (as I proof of delivery)?

Thanks

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Do not let the case sit. Do not ask eBay to step in.

You should upload the tracking (which shows as delivered) to the case... I'm surprised you did not do this in the first instance as it is one of the options available to you in the case.

https://www.ebay.com.au/help/selling/managing-returns-refunds/help-buyer-item-didnt-receive?id=4116&...

[rocket2retro]

Thanks. I thought having the tracking on the purchase was enough. I will upload to the case now

[rocket2retro]

The request will not allow me to add the tracking number (it is already in there but greyed out). Should I add 'Additional tracking number' or just leave it as is? Thank you

[rocket2retro]

I was able to upload the greyed out tracking and the request now shows 'Tracking Updated'. However 5 hours later the case is still open. Is there any more I can do? Do you think eBay will close the case?

When the case was opened I'm assuming eBay had the tracking (for it to be in the field greyed out) and therefore it should have have shown as 'delivered'. Thanks