How soon after package seems lost is reasonable to open INR dispute.

[stormwarrior83]

Timeline:

12th may - ordered item - seller says posted (from USA to UK) same day

17th May - tracking shows item scanned at at Newark

22nd may - no more updates so I message seller asking her to find out what's happening.  She sends back a rude message just telling me to wait.

I sent her another message asking what she thinks is a reasonable timeframe for me to wait.  She doesn't give a timeframe, just says it's in the carriers hands and she hopes it arrives soon, and if I want more info I have to contact the courier myself.

23rd - still no movement on tracking.

The UPS website says this should have taken between 3-10 days to arrive.  If I wait until two weeks has passed since posting and there's still no update do you think it's reasonable to open an INR dispute?  If the seller was more helpful and said something like "If it hasn't moved in another week I'll refund you," then fine, but she won't give any timeframe or make any promises of refunding if it doesn't turn up.  It seems like she just expects me to wait indefinitely. 

[stormwarrior83]

Btw there was no estimated delivery date on the listing.  It's the UPS website that says this should have taken between 3-10 days.

[insidethe93 · Accepted solution]

I'm not the most knowledgeable and not the most experienced person to reply. But the clock's ticking. Hopefully someone more knowledge/experienced will answer soon, whereupon feel free to ignore this post altogether.

Meanwhile, see eBay FAQ https://www.ebay.co.uk/help/buying/returns-items-not-received-refunds-buyers/get-help-item-hasnt-arr...

See under heading "Report that your item hasn't arrived" and "Ask eBay to step in and help".

My personal understanding is:

Earliest time to open a case: The day after the last (eBay) estimated delivery date shown in the order details.

Latest time to open a case: Up to 30 days after the latest (eBay) estimated delivery date.

If you happen to get an unco-operative or even difficult seller, beware against them trying to string you along so that you get timed out for opening a case, or timed out for escalating a case once open.

To avoid similar happening in future, don't forget to read or re-read the eBay FAQs. You don't know how quickly someone will respond to a discussion board thread - usually people are obligingly quick, but you never know if you'll hit a slow day.

[insidethe93]

It's eBay's statement of estimated delivery dates that matters - they appear on your order page.

When it comes to opening an Item Not Received case, eBay goes by its own timetable e.g. when you can escalate. Don't be distracted by a courier's dates. The seller is legally responsible for getting your bought item to you (in effect, delivered to the address you specified when you ordered). It's not for you to get involved in contact with the courier.

Once you open a case, if you've had/are having an unco-operative or difficult seller:

1. I repeat: don't let them string you along to time you out on the various stages of eBay's claims procedure.

2. Don't let such a seller persuade you to close the case by promising to refund you if you do so, because if the seller's unscrupulous they might promise but then not refund, and once you close the case it can't be re-opened.

3. Be careful if leaving negative seller feedback to avoid it being removed by eBay e.g. keep it short and simple (and of course polite), and never mention "eBay" or that a case was opened.