Home  >  Community  >  The eBay Outlook  >  Pros & Cons of Escalating a Case


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 shagmidmod
 
posted on July 11, 2014 07:51:55 AM new
So, I have a shipment I made to the UK. Buyer opens case claiming they haven't received the item.

Normally, these packages sent 1st class don't show tracking, but I insure them in case of a claim. This package though does show tracking, delivered on June 19.

They asked me if someone signed for it. This is a $20 item shipped 1st class. Of course nobody signed for it. I suggested they check with their local post office in the UK. They expect me to do the research for something that her post office delivered. If I ask USPS to open a trace, it will take up to 30 days and all they are going to do is send an inquiry to the UK and the UK will state it was delivered. Been there, done that before.

So, the case remains open. My last contact with the buyer was on June 29 and I haven't received a reply. Apparently I can escalate this to a dispute and provide the tracking info that is already uploaded.

Has anyone done this, and is it an automatic process - they close the case in my favor because tracking indicates it was delivered? Are there any down sides to the seller doing this vs. the buyer and vice-versa?

 
 alldings
 
posted on July 11, 2014 08:40:58 AM new
I would suspect eBay paid them through their buyer protection plan. What would you gain if you escalated the case?

 
 ebabestreasures
 
posted on July 11, 2014 09:02:49 AM new
According to what eBay told me, if the buyer closes the case, regardless of the out come, it will be a defect against you.
However if you escalate it and they rule in your favor - there won't be a defect against you.
I find this a very strange way to work things out but that's what I was told.


 
 mpcomp
 
posted on July 11, 2014 08:18:44 PM new
I would do nothing,sometimes these buyers received the item and do not bother to close the case and not bother to tell you the item has arrived.
I ship many first class small $20 items to UK,99 % of the time,they arrived.

 
 kozersky
 
posted on July 11, 2014 10:17:58 PM new
According to the webinars that I've attended, you should escalate the case. Show that the item has been delivered. By doing so, you will be able to close the case, and walk away without a defect mark.

William J Kozersky Stamp Co. [ edited by kozersky on Jul 11, 2014 10:19 PM ]
 
 shagmidmod
 
posted on July 12, 2014 08:38:28 AM new
I escalated it with the tracking info. We'll see what happens.

I can't believe it even needs to go to escalation once the tracking info has been confirmed.

 
 ebabestreasures
 
posted on July 13, 2014 04:01:39 AM new
Mine showed delivered and the buyer posted she had it and had not intended to open a case in the first place and they still said I had to escalate it (so that eBay could decide).
Decide what?? My buyer was happy with me and I was happy with her but we both were very unhappy with eBay.
We left positive FB for each other which eBay removed. Idiots!!

 
 shagmidmod
 
posted on July 13, 2014 10:17:06 AM new
So I received a response from eBay. They closed the case in my favor and blocked any feedback I would get. I haven't heard from the buyer. If she didn't get it, I feel for her, but at the same time I did everything I was supposed to do and don't know if she was being honest or deceptive. All I know is that I had tracking and it showed delivered.

 
 
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