Item has delivery confirmation but buyer has opened INR case - how best to proceed?
Summary: teap0t42 is concerned about an item with delivery confirmation that supposedly arrived on a Sunday, which they suspect might be incorrect. They are unable to use certain contact methods due to a speech issue and are facing an 'item not received' (INR) case on eBay. **peaseblossom** advises that if delivery confirmation was uploaded to eBay, the buyer's case might not succeed. the_brick_lodge suggests eBay might automatically close the case in the seller's favor and advises considering a replacement or refund, depending on the buyer’s response. Both mention that Royal Mail only delivers tracked items on Sundays, adding to the confusion.
I suspect the buyer is correct on this one - the item was posted 2nd class on Friday evening, and delivery confirmation shows it arrived on Sunday late morning. I seriously can't see anything being delivered on a Sunday, never mind a second class large letter...
Is there any way to contact RM about this these days? I used to use Twitter but they've removed their presence there. I can't use the phone line due to a speech problem, and I read the webform usually gets a response in a couple of months, not the few days I have to close the INR case.
Would eBay actually close the case in the buyers favour when there is delivery confirmation on the item? I suspect the item has got misrouted or similar and will turn up eventually, but now there is a case open I have to do something, so any advice would be appreciated!
teap0t42
OPAug 17, 2026 at 12:35 PMNot sure if this is bad timing, or something dodgy with the buyer.
Was persuaded to refund as eBay considered a delivery confirmation for a second class item on a Sunday was obviously incorrect as there is no second class delivery on a Sunday. Mere hours after refunding, the tracking changed to the item having been delivered the same morning.
No further comms from the buyer who had promised to buy another once the replacement came through. Unless they know the postie I can't see how they can have fudged a delivery confirmation, but if they were honest you'd at least expect a message saying it had arrived and possibly an offer to pay for it?
the_brick_lodge
·1 month agoeBay is likely to find in your favour, I think it's automated.
Royal Mail do deliver on Sundays but I think it's only Tracked mail, no sure if they would take standard mail out as well if the buyer happened to have a Tracked item on the Sunday.
Royal Mail customer services aren't likely to be helpful, you have to make a judgement call here, I'd offer to replace their order and if they accept that take it at face value, if they pushed for a refund I'd wonder why.
**peaseblossom**
·1 month ago · EditedIf the tracking on ebay shows delivery the buyer won't win a "not received" case, as long as you entered the delivery confirmation number.
teap0t42
OP1 month agoJust for clarification, this is delivery confirmation for standard second class mail, not tracked.
Does that make a difference?
Also, have they changed the INR request system? I thought the buyer normally had to say if they still wanted the item or if they wanted a refund. Nothing is mentioned, just the implication I should refund in how the eBay stuff is worded.
**peaseblossom**
·1 month ago · EditedAs long as you added the delivery confirmation number to ebay it will be accepted as tracking if it's showing as item delivered. Buyers can choose between wanting the item or a refund so presumably your buyer chose refund. They will be able to escalate it after 3 complete working days and then it should close due to the delivery being confirmed.
@teap0t42
teap0t42
OP1 month agoOddly, they've emailed separately saying they still want the item...
To send it again and have it definitely arrive, tracked, within 3 working days would cost nearly as much for postage as the item is worth. It's more cost effective for me to refund and them to buy again if they really do want it.