INR case - when you think you have seen it all...

[nutrafituk]

Just stumbled over a new standard by ebay:

- INR case opened at 14:45

- follow-up email received at 15:23 from ebay stating: 

'We'll review this case and make a final decision Hi , The buyer has asked Customer Support to review this case and make a final decision. We'll get back to you within 48 hours.'

- another one at 15:24 saying:

'Your funds are on hold until this case is resolved'

- and the final one at 15:34:

'This case is now closed'

So, within an hour a buyer has managed to open a case and make a final decision made. 

What ebay's policy says for a buyer is:

'Once you've requested a return or reported that an item hasn't arrived, the seller should respond within 3 business days. After that, you can ask us to step in and help.'

And a seller:

'Once a request is opened, you've got 3 business days to resolve the issue. After that time, either you or the buyer can ask us to step in and help resolve the issue.'

Having said that, based on what criteria did that actually happen? I have asked ebay for the answer - yet to receive it.  Any idea?

[myriad*seller]

eBay refunded the buyer themselves if it happened in such a short period of time

From now on INR cases from private sellers using the new Simple Delivery will be dealt with and refunds will be paid by eBay, not the seller 

[nutrafituk]

The case was decided in our favour - no refund processed. Regardless, they should not have stepped in yet? Next time the outcome could be different.

[andha-21]

I see your point regarding stated timeframes against the timeframe they stated to you in this case but was it a normal time frame after purchase? Sorry if I missed that part somewhere.

For me I'd be more worried at how quickly they can activate that process.

[jokers_toybox]

Yeah I'd be checking your metrics for any cases closed without seller input that will affect your account

[dch2112011 · Accepted solution]

This crops up occassionally, ebay can open and close a case immediately, you agree to this under the user agreement and ebay policy.

There are situations where ebay can employ this tactic usually where a buyer claims that a seller has not posted the item and has used a fraudulent tracking number -  this is not necessarily true and can be where a seller uses RM48 /RM24 delivery notification only or the tracking does not update.

The buyer assumes that the tracking number is a fake and remonstrates with ebay CS who invoke the  right to open and close a case refunding the buyer -  usually from ebay funds for an established premium seller like yourself - you may get a hit on metrics or you may not depending on whether ebay have classed it as seller fault or not.

Extract from MBG 

'In certain situations, eBay may open a case on behalf of a user and decide the outcome immediately. For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer'

'Buyers and sellers permit us to make final decisions about all cases, including appeals'

[nutrafituk]

Thanks for that - I was not aware of that. Each and every time in the past I was told by an agent that I had to wait until the 3 days have passed as they could not do anything then.

Just got a reply from CS:

'There are a number of reasons as to why we could escalate the case early, one of the reason could be if either member of the case were removed from eBay Money Back Guarantee.

Your funds will be released within 24 - 48 hours and this case won't negativity affect your seller performance.    

I trust the above information is helpful and I have resolved your query.'

I guess that makes your  comment correct.

[dch2112011]

Well at least ebay came back to you albeit with a rather vague explanation, your sales record is exemplary  so you will not come across this scenario very often  however with volume selling eventually you will come across all scenarios.

Most of the time when using delivery confirmation only when a buyer does not understand why the tracking does not update and the estimated delivery date is passed they will contact you for you to explain. 

Unfortunately when a customer reads on the internet about sellers fraud on boards like these and the ever so good advice not to contact the seller - open a case etc  they become blinkered and remonstrate vociferously with CS claiming they have been subject to a con etc and to appease the customer and get them off the phone CS will open and close the case.

It is stretching the reason for ebay to do this but the result gets it out of your hair because with customers who have een gullible and swallowed the doom and gloom that is written online leaves you unable to reason with them to any extent.

I suspect ebay refunded as a courtesy as they understood that it might arrive but wanted shot of the complainant who had become the ill informed immovable object ! They would have seen your sales record and would not have questioned your honesty 

[emmarosch]

I had to unsubscribe from forum as I was getting 29 replies a minute
Thing is - none of the replies were for me

Been using eBay 20 years - last few weeks - that’s when the weird scenarios have started - now I don’t know how to remove my community message - it seems to be getting replies for other subjects

Sent from my iPhone

[nutrafituk]

Just out of curiosity I had a look at the buyer's account again - gone with the wind. It states 'not registered' now so very likely no refund given as something fishy was going on there. That actually complies with the solution comment. It looks like this time around ebay got rid of a bad seed for a change!

[dch2112011]

Excellent news -  whatever the reason you have definately been protected - makes all your hard work rewarding for a change.

[bravergrace]

It may be that the buyer was already banned under another ID, or that they had hit the threshold for percentage of cases opened against sellers.