How to get a dispute case closed?

[TrialOfStyle]

Posted item on 3rd Feb, standard second class. Instead of buyer sending a message first, they opened a dispute case to say it didn’t arrive. I was about to offer refund and claim back via RM, but I got proof of postage and when looking at the receipt realised you can track delivery confirmation with the reference number. It was apparently delivered on the 5th.

I’ve responded to the buyer to say this, and please can they check with neighbours/ safe places etc, and to confirm the address on their account was correct but they’ve not responded and the case just remains open.

I won’t be able to claim off RM for non delivery as their records show the parcel was delivered, so I’m not sure what else I can do. I’m just stuck ‘waiting for response from buyer’. What now?

First time this has happened so I’m not sure what to make of the situation.

I think you get an option to 'escalate' the case to eBay where they take over and make the final decision.

What does it say when you view the case?

As long as you definitely have tracking and proof of postage you can escalate it. Otherwise just leave it alone, and eventually it closes by itself due to inactivity and they will take the hold off your funds. But make sure you definitely can prove it was posted otherwise eBay will side with the buyer.

Thank you. At the moment it still says 'waiting for action from buyer' with no option to escalate.

Yes, definitely have proof and it says it's delivered. I'd assume it if was genuinely missing, after showing the buyer proof they would have come back and challenged that by now but they've still not responded.

I'll leave it for now for a couple of days and then raise an escalation - the tracking on ebay does say delivered too so I expect unless they dispute it again, it will be in my favour.

Out of interest, can they then go on to leave negative feedback? I'm bit worried they will do so.

Yes they can leave negative feedback. Honestly you are best to leave it alone and let the thing close itself. If the buyer hasn't come back then don't poke the bear. I deal with these all the time, I tell people to wait a few more days for it to arrive and I never hear back again. eBay prompts me to respond again but I sit tight and it closes itself. Although you have the code that says it was delivered, it wasn't sent tracked so I would be cautious about involving eBay in case they decide that wasn't enough proof. It may be fine but it's a risk. I would wait it out.

Make sure the reference number is uploaded against your sales record, then ask eBay to close out the request in your favour, which they will.

Yes they can leave negative feedback.

No, they can’t. If a case is closed in favour of the seller, then the buyer can’t leave any feedback.

@19lottie82 Oh that's interesting to know about the negative feedback and seems fair. Whenever I have had not received disputes opened against me buyers have left me feedback (positive) once they are closed, but they are always closed due to inactivity, not in anyone's favour.