Ebay automatically escalating INR cases, (without buyer requesting it)
Summary: just*bananas expressed frustration over eBay automatically escalating 'Item Not Received' cases for review after three working days without buyer request, resulting in unfair case closures against them. They noted that this process is not clearly mentioned in the policies, making it difficult for them to manage buyer communications and avoid defects. valuevaultuk8 suggested uploading valid tracking immediately and keeping communications on eBay, recommending the use of eBay Simple Delivery for better tracking management. just*bananas sought further clarification on eBay’s policy regarding automatic escalations.
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.
valuevaultuk8
·1 week agoFrom eBay’s current policies, it appears they can step in and review an INR case after 3 business days, even without the buyer requesting it, particularly if tracking doesn’t show delivery.
I’d recommend uploading valid tracking immediately, responding within the 3-day window, and keeping all communication on eBay. If a case is closed incorrectly, appeal it with your tracking and evidence.
Personally, I find eBay Simple Delivery labels the easiest option. eBay handles the delivery/tracking side, and you just need to dispatch the item within your stated handling time. It’s been working really well for me so far.
just*bananas
OP1 week agoDo you possibly have a link to the policy that shows this? As i have searched and can find nothing, other than buyer/seller can ask ebay to review after 3 working days.
valuevaultuk8
·1 week agoThanks for asking. I’ve double-checked the current eBay guidance, and the process is a little more nuanced than I initially understood. The 3 business day point applies to the case process, but I wouldn’t say every INR case is automatically escalated at exactly 3 days. Best to keep valid tracking uploaded and monitor the case closely.