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@truly-personalised wrote:

Along with many others here on ebay, I am inundated with INR cases. In your recent communication you state:

 

Tracked: Please respond to your buyer and let them know that the tracking shows the parcel is still in transit and should be with them in due course, or has been delivered. 

 

Untracked: Please remember that you need to respond to the case and the buyer. If the item doesn’t arrive with the buyer within 3 business days of them opening the case, you’ll need to refund. 

 

I use a RM service which shows despatch and delivery, so is this classed to you as tracked or untracked?

I would also like to know why you have not extended the timescales in which we have to deal with an INR case. So if a customer opens a case today because the item was due to be delivered today (which they shouldn't really be allowed to do as on Amazon they aren't allowed to open a case for 3 days after it was due) then that gives me 3 days for it to arrive before they can ask you to step in, then if it isn't delivered by then they get a refund. We all know that some post is taking weeks to be delivered but yet you are asking us to refund them when itis 3 days overdue. This is out of our control as you are giving them ridiculous EDD's and RM are taking weeks. I am told to despatch by the 12th and you are telling them it will be there 10th to 13th. You need to extend the timescales for INR cases. 

 

Also why on earth are you sending customer emails to say that you can see that the item hasn't been delivered? I have got at least 25% of my deliveries not showing as delivered due to RM not bothering to scan them at the door so then you are basically telling them that it isn't showing delivered when they didn't look on their account they wouldn't know it wasn't showing up delivered. This is just opening us up to even more fraudulent INR cases. 

 

Seriously, you should be helping us thorugh all this mess, not making it worse.

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Hi @truly-personalised ,

I understand the frustration with the cases  but the timescales for the INR's  are not able to be extended.  We are continuing to share your and other sellers feedback regarding the INRs with our shipping department.

Thank you,

Kat