Ebay automatically escalating INR cases (without buyer requesting this)
Summary: jfalauralu shared their frustration with eBay's new automated escalation of "Item Not Received" (INR) cases after 3 working days, noting that this often leads to refunds for buyers even when items are later confirmed as received. They expressed concern over the lack of clear communication from eBay and the detrimental effect on their seller rating. padanpcparts suggested contacting eBay directly for refunds if the item is confirmed received. watchfan700uk and coll_1398 echoed similar experiences, discussing the challenges of dealing with non-responsive buyers and the inefficiency of eBay's approach. c_of_e84 humorously pointed out the unrealistic expectations of logistics systems. crash_salvage_repair recommended joining the Federation of Small Businesses for legal support, highlighting consumer law regarding buyer responsibilities.
I have been selling on here for 23 years, however, this last week eBay have started automatically escalating any Item not received cases for review at the stroke of midnight (exactly after the 3 working day window)
It states on their site that after 3 working days the buyer or seller can escalate for review. NOWHERE does it state there is the possibility of automated review.
1 that was reviewed and closed against me, the buyer had responded to the case that they had now received items and it was "brill" however ebay automatically reviewed and as tracking didn't show delivered, buyer was refunded and strike on my account. How is this fair.....nothing in any seller news that this is something that can happen. How in 3 working days can i correspond with buyer (sometimes they don't reply back for 24-48 hrs, sometimes not at all) I have always had so many timeout and close. But now EVERY case is being reviewed at 3 working days. No tracking showing deliver = buyer refund and defect on my account. I have messaged these buyers and they confirm they didn't escalate. What are your thoughts. I have been having no luck with messaging ebay, i just get copy and paste script "you must upload valid tracking etc etc.
However, quite often buyer opens case as "still wants the item" how is 3 working days enough to correspond, replacement to be sent and for it to arrive, before this automatic review. (it isn't) so buyer could end up with replacement and refund!!!! I am so frustrated, i have been a Top Rated Seller for years, but now on the verge of going below standard. And these defects won't drop off for 3 months, yet i have Oct and Nov to get through yet.
santlache_sales
·6 days agoOne of my buyers escalated yesterday after a call to ebay.
I sent an item Special Delivery last Thursday but the next day RM couldn't deliver (nobody in), so the buyer arranged a re-delivery. When it didn't arrive on Monday he rang ebay and they told him to escalate for non-arrival, even though it was him that arranged re-delivery.
Did the buyer ring Royal Mail, NO.
Did they contact me, NO.
eBay was their first port of call, who immediately told them to escalate to item not received. No protection from eBay for me, none whatsoever even though all this re-delivery the buyer arranged is shown on their tracking.
This platform is just the pits now and I honestly don't think it can sink any lower, you get no sales anymore and eBay operate totally against the seller, even though we are the ones paying them for their absolutely rubbish service.
crash_salvage_repair
·6 days agoUPDATE any1 who comes across this post, i suggest you join the FSB, federation of small businesses
they give free legal advice; unlimited to protect your business and i called, its the buyers responsibility to make sure the item is returned under consumer law, so now will issue letter before legal action to the buyer as if he doesn't give my moneyback or wheel he'll b dragged to court
thanks
c_of_e84
·6 days agoYes ebay will score and give defects because the bod that delivers the parcel doesn’t scan it, because there’s no cellular coverage at the point of delivery, the carriers internal systems are down, the battery in the PDA goes flat, you have to understand this is all your fault because everything works perfectly 100% of the time.
Game rules and procedures apply.
98% UK coverage just not where you are.
83% of 129 people agree.
coll_1398
·1 week agoSame here, was about to post and noticed this thread, its an absolute joke, another nail in the coffin for eBay, I'm about ready to close my shop down with this backwards company, even when delivery is shown as recorded and the buyer has confirmed this it is still been escalated automatically and buyer refunded, i am then having to appeal the case and obviously because its shown to be delivered i am been refunded and the defect removed, all the time eBay are refunding the buyer, HA HA HA suckers ! Lets see how long it takes for them to realise, honestly who in the company thinks of these brain dead ideas !
jfalauralu
OP6 days agoYet again last night at the stroke of midnight, a case escalated from review, yet again buyer messaged in case that order has arrived. I have been on the phone this morning and luckily got that appealed, (it is so much harder than it use to be) took me 30mins....He told me it is an AI that is doing this. It states "we will review the details of the case, and make a decision" What that really means is if there is tracking showing delivery = no refund, if no tracking etc = Buyer refunded, seller account hurt, defect applied and lose the full payment for the order.
Now surely when a case is "reviewed" they should look at the correspondence between buyer and seller. This is obviously not happening.
Ebay are also lying in the escalations, i had this one last night
"We'd previously contacted you about a case that Old.heol.kammmfnk0w has asked eBay Customer Support to review and make a final decision on"
Buyer did NOT escalate it, but this email suggests they did. Surely ebay are breaching some rules???? Also NOWHERE can i find on their site, that if no resolution has been found in the "3 day make it right period" (new script reps are reading from) that they will use an AI to escalate case.
I am so frustrated....... They are FORCING sellers to only use expensive tracked service.
santlache_sales
·5 days ago'Backward Company' absolutely spot on.
I've never understood ebay management, they had a winning formular with record profits year in year out in the early 2000's, then at least 15 years ago they started to screwing it up, doing everything possible to ruin the experience of selling in their grab for more money.
They have probably had a 1000% increase in CS staff due to problems they alone caused with their goal of total control over every sale.
eBay is a mere shadow of what it once was and I feel very sorry for those starting out, this is not the place to base a business anymore and hasn't been for a good few years.
Regards
watchfan700uk
·1 week ago · EditedBuyers rarely close out cases when item arrives - and I do not ask them to - as they usually end up escalating by mistake. I have 2 now that have been open for 2 weeks and buyer has said items have arrived. Am waiting for ebay to close them
jfalauralu
OP1 week agoThat is what i have always done, (i have a case that was opened 14th Sept, which has just gone silent) so just waiting for it to close from inactivity. However in recent days, ebay are taking control of cases as they finish the 3 working day timeframe, and reviewing without my or the buyers requesting this, and then closing with refund to buyers. Irrelevant even, that in some cases buyers have messaged in the case to say they have received their order, eBay don't read any correspondence, they just look if there is any tracking and refunding buyer. I sell lots of thin, tiny items, so i don't always send tracked. So am now being penalised for not using a tracked service. Guess ebay are trying to force me to use simple delivery??? However i send over 60/70 items a day, so would be very time consuming. As i currently print my labels in bulk direct through Royal Mail click and drop business account.
watchfan700uk
·6 days agoRight - the key is to send at least 1 message to your buyer. I noticed that when you get an INR - if you do not send at least 1 message in reply - ebay could well close out and refund to the buyer after the deadline. If you send a message "If I do not hear back from you I will assume the item arrived" or "did the item arrive?" - if they do not respond to either of those - ebay will not close out in the buyer's favour - they will close out for you when the case has been inactive for a while.
jfalauralu
OP6 days agoI always respond to every case. In 1 where it was closed against me (by the automated AI review) i have responded very day tp the case (3 days in a row) buyer ignored all messages and never replied. However i am the one who has been penalised. How is it they call it the "3 day make it right period" what can i do when buyer ignores me??? Obviously as a seller, if buyer is not replying, it usually means they have received their item and no longer have a problem. However with this new automated review system taking over, they don't look at messages, just if there is tracking that shows delivered!!
padanpcparts
·1 week agoThat seems harsh. Always keep on top of INR cases, and if they arrive ask the customer to close them immediately to avoid any further complications.
I think if you ring E-bay and show them the customer has accepted the item has arrived, then they should refund you.
just*bananas
·1 week ago · EditedI do, i check multiple times a day, and fully converse with buyers to find a resolution (replacement/refund) however eBay have not read any of the cases messages and just immediately escalated and closed them against me with refund to the buyers.
I have already phoned ebay multiple times. I can't afford for ebay to just keep refunding buyers when buyers are't requesting it. Royal mail 2nd class are hit or miss if postman can be bothered to scan at delivery. (i am jfalauralu, i have more than 1 ebay account :)