eBay recently started "random" testing to trigger a "faster resolution process" in cases a buyer claims "Item Not Received." Although this new policy has not been formally announced, the consequences for unaware sellers could rack-up Performance Defects real fast with no option for removals.
'Item Not Received' Claim Criteria
If an 'item not received' case is opened more than 5 days after the estimated delivery date, no tracking is provided and the seller does not respond then eBay will escalate with a refund issued after 24 hours has passed, instead of the standard 3 business days.
This criteria means there is no time to waste in responding to the customer claim as soon as possible with tracking number showing delivered or contacting the customer, even on weekends. Otherwise, eBay will take control escalating the case with full refund within 24 hours and issuing a defect to the seller for non-resolution performance.
Opens Door for more Buyer Scams?
You bet. The odds for buyer scams have greatly increased to successfully purchase an item delivered on time, yet claim not received with a full refund provided within 24 hours and they have the item for free. As this NEW unannounced Policy becomes more widely known to the public, you can count on scammers purchasing high-end ticket products to take advantage of Sellers not paying attention or unaware of this new policy. Worse yet, there is no recourse for a seller to recoup their loss from the supplier in the form of a refund. DropShip Sellers are left with total loss out of their pocket and a defect in performance to boot.
How to Protect Your Business?
It's easy to overlook item not received claims or avoid entering tracking numbers, when busy processing sales orders or procrastinate during the weekends to enjoy more time with outside activities, especially on holiday weekends.
Best Practice is to get in the habit of entering tracking numbers, at the point of shipping notification from your supplier and notify customer of shipping delivery date with tracking numbers.
This will protect your business from scammers and provide documentation for eBay. However, if you should receive an 'Item not Received' Claim send an email to the customer as soon as possible within 24 hours for further protection.
Copy/Paste Customer Messages
You will save time and build stronger customer relations......if you create your own messages and save to simply copy/paste email messages and/or response to customer inquires, such as:
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