Closing a Case

[oriflamecosmetics4you]

Is anyone else having problems getting a item not received case case closed?

Buyer opened a case on the 26th June claiming they hadn't received the order. The Royal Mail tracker very clearly says that they delivered the order to the buyer on the 24th June. I contacted Ebay on 26th & despite having the tracking number & the man saying that the order had been delivered I was told I needed to wait until Monday 28th June & call back to get the case closed.  I called back on the 28th as requested only to be told I had to wait another 3 days to get the case closed. (once again the man on the phone agreed that Royal Mail had delivered the item on the 24th June.)

I have never come across this before ... Ebay customer service has always closed these cases for me when I provide them with the tracking in the past. 

Not sure what is going on??? Is this a new way of doing things? If it is the new normal it creates a lot of work for us sellers & takes up a lot of our time?

[Anonymous · Accepted solution]

I have the same at the moment with an INR that was delivered the day after they opened a case.  Had a very frustrating call to CS - I can see the item has been delivered, the buyer has messaged on the dispute that it has been received, the CS chap could see the item was delivered (tracking was added when the item was sent), there is even an ebay message on the dispute saying the item has been delivered. But I still have to wait until 30th June, when apparently I have to ring CS again 😞 I was told that it has to be left for 3 business days 'to give the seller chance to resolve the issue' - but it's resolved!

So, I think they HAVE changed something recently - and not for the better 😞

[oriflamecosmetics4you · Accepted solution]

I sincerely hope not! Normally Customer service is really good. Hope they revert back to the system that works for us all VERY soon if they have changed it.

[john1297576]

 "Ebay customer service has always closed these cases for me when I provide them with the tracking in the past. "

That isn't how it is done, you are supposed to load tracking when marking as dispatched. In fact adding tracking automatically marks as dispatched. If ebay have done it in the past you have been very lucky as you should have dealt with it and a not Received case would automatically close. Takes up no time at all if done properly.

Unless marked BEFORE a case is opened you could well be forced to refund.

[oriflamecosmetics4you]

The tracking was uploaded