Buyer refusing to close INR claim

[punkwroc77]

Hello, This is an extract from my original post in Community. - 

" Buyer purchased on Sunday 18th May. I'd revised the listing so dispatch time had changed without me noticing from 5 working days to 2 working days. Although I did not have to post until Tuesday 20th May I Posted on Monday 19th. Listing clearly stated that free postage was with a courier and delivery time was estimated at 5 working days. Meaning delivery would be the Saturday 24th at the earliest.

Twice Yodel attempted delivery. On the 3rd attempt Friday 23rd May Tracking changed to show " we need more information about your delivery address". I sent buyer a message asking them to contact Yodel with the location information 10 minutes after delivery was attempted.

Next day 24th May which was the given delivery date Buyer has put in a not received claim ?...

Any advice on what I should do ?. If Ebay force me to refund despite the tracking proving courier is asking for information on where the delivery address is but buyer is refusing to do so and then the parcel gets delivered what can I do ?.

Any advice on this second situation."

UPDATE 28 May 2025.

Order was delivered to buyer as scheduled by the courier on 24th May. Buyer did not close the INR case.

26th May Buyer sends me a message directly not through the open case messages asking if I had any tips on how to use the item they bought which I did not as it was new,boxed and unopened. However being a good Seller I sent links to information about the item. Buyer is not responding to my messages to close the case so I can get paid. I have sent messages via the open case and directly. I contacted Ebay Customer Services on the 27th but was told to just leave it !! but I am not being paid. There is no option to report this or to escalate to Ebay. I do not understand why the INR case was not automatically closed when the tracking showed the order was delivered. I suspect this is a way of scamming Sellers - open a INR case the day before the order is delivered and then just keep item and not close the open case ?.

Any ideas about what I can do ?.

[*vyolla*]

If the item not received case is open, there should be an option (after 3 business days) to escalate it to ask eBay to step in, in which case you can and state that tracking number XXXXXX shows that the item was delivered to the buyer on 24th May.

However, when you spoke with eBay they could've checked and then closed it manually in your favour. I'd ask them again why the item not received case is still open.

[eastern-lights]

I think INR cases time out if neither party escalates the case. Make sure the tracking number proving delivery is included in the case. Then if the buyer escalates the case it should automatically close in your favour. If the buyer does not escalate the case it will eventually time out.

[rjwilmsi]

My advice is just wait for the INR case to time out. If the buyer ignores the case eBay will close it automatically without impact to you after about 2 weeks. That may delay funds being released to you, but eBay isn't really interested in releasing funds quickly to sellers (private sellers are expected to wait, business sellers are expected to accept a rolling payment that may reflect sales from a couple of weeks before).

You could contact eBay customer support and ask them to manually close the case, but they may get it wrong and issue the buyer a refund.