INR
Summary: jus468420 described a situation where a customer filed an Item Not Received (INR) case due to the item being delivered to an outdated address on the customer's account. The customer did not update their address, resulting in a delivery refusal. Despite sending a replacement to the correct address, the customer did not close the case or respond, leaving jus468420 concerned about a potential refund. After much communication, eBay resolved the case in favor of jus468420. Other participants advised against sending to an address different from the one listed in the original order.
Hi all,
INR received last week from a customer who got a bit p%^$y from the off as he needed the items urgently for an ongoing job, the items he bought were delivered by using ParcelForce 24 so should have got to him next day.
I checked tracking and it said, "items refused on delivery", once the first day after sending them and then again, the day after, followed by "items returned to sender"
I emailed the buyer and apologised and said items were delivered next day but tracking shows "items refused" did he or anyone in the household refuse delivery, which he said not. I had tracking proving delivery as well as tracking showing someone refused to take them, so I decided to try something. I then apologised again and offered to send out replacements that day, so he got the items next day for his project. I told him as I wanted to make sure 100% delivery would be made, I asked him to confirm his full address and phone number.
What he sent was what I was expecting by now, a different address to the one on his eBay account for delivery., obviously he had moved and not updated his address, so the owner of his old house refused to take the parcel.
I messaged him back and said the addresses don't match and after screenshotting his eBay page (encase he changed it) told him what the address was for delivery and if he recognised that address. No apology whatsoever when he must have realised straight away what he had done, just messaged me saying "That's ridiculous"
I asked him again if he recognised the address to which he eventually said it’s an old address proving the items were delivered on time and this was 100% his fault by not updating his address.
We’ve all met them in life, people who refuse to admit they’re ever wrong about anything so fearing a neg feedback I offered to send them out that day 24 hour using the new address he had provided. All I go in return was “Thanks”?
Items delivered next day so I messaged him to confirm delivery and if he could now close the INR case the end date was near and I really didn’t want Ebay refunding him automatically making me over £100 out of pocket.
Last day tomorrow for him to close the case and he’s not or even replied saying delivery has been made and a thank you, so can anyone help in how I can stop this refund before tomorrow please.
Thanks in advance
jus468420
OP2 weeks agoAlthough I won my case, still no reply to my many messages and phone calls to the buyer. I have blocked him now, really can't be a^%$d with customer like him.
dwhairandbeautystore
·2 weeks agoYou can ask eBay to step in and help as the item was tracked as delivered so you should be covered by seller protection. Also add the new tracking number to the case first. Hopefully the original item will be returned to you if it was refused at the first address.
As others have said, never send to any address other than the one supplied on the eBay account. You're risking your own money for a stranger!
c_of_e84
·2 weeks agoNever change the delivery address no matter how its communicated to you, the address on the ebay checkout is the address the item is sent to, ebay is a machine, if you move outside that machine it will probably bite you because it cant handle the human condition.
jus468420
OP2 weeks agoNot had any joy contacting the buyer since we sent out replacement items at our own cost, and today I managed to get eBay to step in on the INR case.
I explained everything that went on, wrong address on his account which he admitted and the fact we sent out replacements at our cost to the address he told us it should of gone to.
It took about 10 minutes for eBay to close the case in my favour thankfully, but this will be the last time I do anything like this again when it's not our fault.
I have spent a fair amount of time trying to call him and send endless messages which he's ignored, and considering I got him out the s&^t as he needed them last week you'd of thought he's of done the right thing.
Thanks everyone who replied to my post, shame a buyer like this has stopped anyone else in the future being helped out of a hole though, I certainly won't be so quick to act next time.
sheba-knows-best
·3 weeks agoYou remind me of me when I started out - always trying to do the buyer a favour and making good on their mistakes.
I remember I had put my holiday settings on when a buyer messaged saying she'd been watching for a while - now desperately needed a leather jacket I was selling (Obviously, the fact she could not longer have it, made her mind up) could I post it before I went away? I got up early the next day so I could get it to post office before my hols - sent a lovely card - it came back damaged 2 weeks later as SNAD (so at my expense). Clearly worn and torn at seams (it was slim fit as I had noted in description). People! Sad to say, you learn as you go to create your own business principles and stick to them.
The hint of an attitude and I am AI cold, efficient and follow ebay rules/procedure to the letter.
People get the personal touch and the 'extra mile' on repeat business and/or great comms from the outset.
padanpcparts
·2 weeks agoYeah, absolutely follow the process and policy of the platform. Doing favours for people outside it nearly always comes back to bite you.
jonatjonatjonat
·3 weeks agoUnfortunately I don’t think there’s a lot you can do and you’ve made the big mistake of sending the items (1) to a different address to the order and (2) essentially as a replacement, neither of which eBays systems recognise.
As much as you want to help customers, eBays systems have to take priority.
I don’t think there’s is any way to stop the item not received. All you can do is reiterate to the case the original tracking that showed attempted delivery, but as that then shows return to sender, eBay will assume you’ve had the items back so a refund would be expected.
jus468420
OP3 weeks agoThanks for your reply,
I have emails stating the new tracking number on responses to the INR eBay sent me, his acknowledgement of the new address and how I've dealt with it so hopefully that will be good enough cross fingers.
papso22
·3 weeks agoAttempted delivery counts as delivery for the purpose of the money back guarantee. Point this out to ebay and they should close the case.
jonatjonatjonat
·3 weeks agoIf you can, come back and advise the outcome. Never 1000% clear what eBay accept. So would be useful for other users!
jus468420
OP3 weeks agoI have just been onto Ebay, well the assistant at least (utter waste of time)
I'll see if he replies today, was very communicative when he had a problem, not so now. If I lose this I will be sending him court papers (doesn't cost much) I'll not be letting this go for sure.
jus468420
OP3 weeks agoTry and do someone a favour and this is what you get in return
4_bathrooms
·2 weeks agoThis is eBay's written policy where the Money Back Guarantee is concerned:
jus468420
OP2 weeks agoAs soon as eBay do something I'll let you all know. Today was the last day for the INR and nothing yet. The buyer still hasnt responded so I'll be calling him in the morning which will be a surprise for him.