eBay iten not received help

[oddsandendsoz]

Hi all,

I hope everyne is safe right now and healthy.

I just woke up to a item not received request (oh the joys). Trouble is the item was received as shown by tracking on 27th July AND more strangley the buyer left the following feedback already "great ebayer, very fast delivery AAA"

I printed the shipping label directly from the sales page so know I have not made an error in the address. A couple of questions though, when I go to upload the Tracking details in to the case i keep getting 'invalid', is there a maximum amount of digits in the field for this as does not matter if i omit the #EBA00....it still says invalid for some reason. 

Also generally what advice do some of you more experienced sellers have with ways to respond to this case? I have messaged the buyer through the case highlighting tracking shows delivered and that they left positive feedback and asking politely if they possibly have mixed up their orders and are awaiting another item. Any advice would be much appreciated.

[tazzieterror]

Lose the # at the start.

If that doesn't work, use eBay's online chat support and ask them to load the tracking details into the case for you. Or even better, ask them to close the case as the tracking shows the item delivered and therefore the buyer's claim invalid.

[padi*0409]

If tazzie's suggestion doesn't work take the tracking number into your local PO, they have more info than you can get and may print out the results for you as well.

[oddsandendsoz]

Thanks for the suggestions guys. I will contact eBay and request they check the tracking and buyer's feedback left. I was just a little reluctant as I know contacting eBay can mean they step in. Is there specific language to use to make sure that eBay do not step in? Thanks again!

[tazzieterror]

I'd start by saying you're after some 'general information' regarding INR disputes, and how eBay handles cases where tracking shows an item as delivered but with a buyer who is disputing receipt of the item.

Then depending on how you're answered, point them to your specific case, the tracking number for the item, and explain the difficulty you've had in uploading the tracking details against the case.

You shouldn't have any issues though as the prefix in your tracking number indicates it's an eBay generated label, so eBay has full visibility of the address used and the tracking status. In fact it seems strange to me that the dispute has even gone this far given that fact.

[11dustyattic]

Have you checked the address again with the buyer? I'm only asking because there have been reports lately of wrong addresses being displayed. Although if you accessed directly from the order details om your seller page, it's unlikely there was a mistake. But I would double check just to make sure.

Otherwise, if address is correct, then follow advice above re asking them to add the tracking number for you via live chat, if you haven't already 

[tazzieterror]

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@11dustyattic wrote:

Have you checked the address again with the buyer? I'm only asking because there have been reports lately of wrong addresses being displayed. Although if you accessed directly from the order details om your seller page, it's unlikely there was a mistake. But I would double check just to make sure.

Otherwise, if address is correct, then follow advice above re asking them to add the tracking number for you via live chat, if you haven't already 

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The buyer has already acknowledged receiving the item via feedback, and the OP has sent using an eBay generated shipping label (as per the tracking # prefix), which, as best I recall from the recent topics on the subject, always carried through the correct shipping address.

[justkidzbiz]

Contact Aust Post via Messenger, they're quick to reply, will save you a trip, and can. Give you all the info you need.

[11dustyattic]

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@tazzieterror wrote:

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@11dustyattic wrote:

Have you checked the address again with the buyer? I'm only asking because there have been reports lately of wrong addresses being displayed. Although if you accessed directly from the order details om your seller page, it's unlikely there was a mistake. But I would double check just to make sure.

Otherwise, if address is correct, then follow advice above re asking them to add the tracking number for you via live chat, if you haven't already 

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The buyer has already acknowledged receiving the item via feedback, and the OP has sent using an eBay generated shipping label (as per the tracking # prefix), which, as best I recall from the recent topics on the subject, always carried through the correct shipping address.

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Oh yes sorry, you did say they'd left feedback. Very strange they would open a case. They must have you mixed up with another seller. I'm assuming they didn't message you before opening the case. Live chat with Ebay. They should close in your favour since it's been delivered, feedback received etc