When a buyer opens INR and INAD cases, you have 3 days to fully resolve the issue with the buyer. After that period, if the buyer escalates the case to eBay, you will not be given any additional time to resolve the case. If the case is ruled in buyer’s favour (this is known as Case Closed Without Seller Resolution), you may incur a loss and your rating will go down.
A case closed without seller resolution is any case where the seller is unable to resolve the issue with the buyer prior to the buyer asking us or PayPal to step in and help with a request. When this happens, eBay and PayPal will determine that the buyer is in the right and you are responsible. ie; you are in the wrong.
Here’s a simple way to understand how to resolve issues so you can maintain your SPS.
Out of Stock (OOS) points to issues with inventory management
Prevent recurrence of OOS by setting aside a separate inventory for eBay
Eliminate the issue by investing in Inventory Management Software
Item Not Received (INR)
No tracked shipping + upload tracking on time?
Use a trackpad shipping solution & ensure first scan within handling time
Item missing or Item late?
Item Not as Described (INAD)
After the case is settled, block the buyer.
Issue with item?
Remove item from listings
Issue with description?
Remove item from listings
No trend of repeated cases → Learn how to appeal unfair case
Do adhere to these Best Practices to avoid a low-ranking SPS. Prevention is less hassle than having to provide a solution to an irate buyer.
Be as accurate as possible when describing the items in your listing and use actual pictures of the item. Check the details carefully before sending the item out e.g. size, colour, model number, specifications
Check your inventory regularly and remove the listing if it’s out of stock. Set aside a separate inventory just for eBay. Invest in Inventory Management Software.
Use shipping services with A-Scan feature and end-to-end tracking. Ship and upload valid tracking numbers within your specified handling time. Ensure tracking numbers and carrier names are uploaded correctly.
I’m below standard. What should I do?
Appeal all unfair cases from the past 3 months.
Calculate the following:
Offer discounts to boost your number of positive transactions.
1. Never voluntarily escalate a case with a buyer to eBay.
2. Once a buyer opens a case against you, you have 3 days to “make things right” and appease the buyer through your actions.
3. After the 3 days, if the buyer opens the case with eBay, the Customer Service (CS) can make a decision at any time. You will not be given additional time to make things right.
Cases are evaluated by US Customer Service agents. The CS agents would need obvious and concrete proof to rule in the sellers’ favour.
Examples of concrete proof:
You can and should appeal against:
The emphasis is on “unfair”:
Example: When tracking at the time of case evaluation shows that the item has already been delivered or attempted to be delivered, but INR case was still ruled in favour of the buyer or buyer left a feedback that he never received the item.
Write to xxx in this format: