Item not recieved time limit

[outback_blends]

I have a customer who says they didnt get an item. They bought it about 4 weeks ago. I asked them to do an item not recieved claim but they say when they click on the link they get a Sorry its been to long (or similar) 

How long do buyers get to lodge an INR ??

[digital*ghost]

On eBay, it's the last ETA date plus 30 days. For most domestic purchases that provides an average of 5 weeks but if it was a local delivery with a short handling time, it would be closer to 4 weeks.

PayPal provide up to 180 days.

Was there any tracking?

[stickerswa]

No, no tracking. I happy to refund but they cant do a INR claim. What would be the best way to go....cancel the purchase or just refund and move on.

[dazzledayz]

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@stickerswa wrote:

No, no tracking. I happy to refund but they cant do a INR claim. What would be the best way to go....cancel the purchase or just refund and move on.

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You could try a cancellation using "buyer requested" as the reason but it may be getting a bit late for that too.

That would be the best method as the refund and fee reversals will go thru automatically.

Other than that, a PayPal refund would be the only option available but you'll lose your eBay FVF's.

(you'll still get a refund of PP fees minus their 30c tansaction fee).

Let us know how you get on and good luck with it.

On the plus side, your buyer should at least appreciate your efforts.

(don't forget to communicate with them about all you are doing on their behalf)

[digital*ghost]

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@stickerswa wrote:

No, no tracking. I happy to refund but they cant do a INR claim. What would be the best way to go....cancel the purchase or just refund and move on.

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As long as the option is available, I use the cancel transaction option ('buyer requested' as mentioned above). 

I consider it a legitimate use when the buyer prefers a refund, since I could provide other options to fulfil the order (like send replacements), so in my eyes a request for a refund is a request to cancel due to extenuating circumstances. 

I just message the buyer and advise that I am initiating a cancellation, which will trigger a refund, and that eBay may ask them to confirm a refund was issued before the cancellation is finalised. I also advise that depending on their funding source, they may not see the credit immediately, but that they should receive notification from PayPal, and can also confirm a refund was processed in the transaction history on eBay and PayPal (this helps to get the confirmation faster, I find).