How long before Item not received cases close automatically?

jumba · #1 07-10-2018

Buyer opened case, I provided tracking,now buyer is AWOL. It seems I can't forward this case to support from my end? Theres no option other than refund buyer or send a message to buyer? So far 9 days have passed since they opened the case and obviously my money is on hold so i'm wanting to get this resolved as quickly as possible. How long before the case automatically closes? and why is it impossible for the seller to forward the case to support for review?

branesergen · #2 07-10-2018

Takes roughly 30 days to close automatically or you can call them after 5.

jumba · #3 07-11-2018

Quote:

Originally Posted by branesergen

Takes roughly 30 days to close automatically or you can call them after 5.

wouldn't it make more sense for them to offer the option online to escalate to support? I only do this as a side thing now, and waiting on hold on the telephone seems so outdated.

yankee · #4 07-11-2018

Quote:

Originally Posted by jumba

wouldn't it make more sense for them to offer the option online to escalate to support? I only do this as a side thing now, and waiting on hold on the telephone seems so outdated.

In the UK sure.
In the USA, chat is just now being beta tested. We have not had chat in the last decade at all.

branesergen · #5 07-12-2018

Quote:

Originally Posted by jumba

wouldn't it make more sense for them to offer the option online to escalate to support? I only do this as a side thing now, and waiting on hold on the telephone seems so outdated.

Maybe it's a UK thing but the longest I've waited on the phone was 2 minutes. The 1 time my wait would have been 5 minutes they had a "we'll call you back in 5 minutes" option and they called me back in 4.

**SaiJin** · #6 07-12-2018

If you forward it to CS they'll decide in favor of the buyer. So just let it sit there and hope it blows over.

jumba · #7 07-13-2018

Quote:

Originally Posted by SaiJin

If you forward it to CS they'll decide in favor of the buyer. So just let it sit there and hope it blows over.

why would they find in favour of the buyer if i've submitted tracking information which shows it was delivered?

branesergen · #8 07-13-2018

Theres no tiny link on the right hand side that says "ask us to step in"? Its tiny and buried in other words but if it's been long enough it will show up.

jumba · #9 07-15-2018

Quote:

Originally Posted by branesergen

Theres no tiny link on the right hand side that says "ask us to step in"? Its tiny and buried in other words but if it's been long enough it will show up.

Not on day 9 no, I checked on day 11 and it was there so all sorted now :D Maybe I checked too early? as I thought day 9 was the day for all escalations.

997turbo · #10 07-16-2018

Quote:

Originally Posted by SaiJin

If you forward it to CS they'll decide in favor of the buyer. So just let it sit there and hope it blows over.

because in your case you can't provide a location confirmed tracking number?thats sure they decide favour to buyer.
if you had the location confimed tracking number you always want to escalate before buyer close it because under then new rule this will also block the feedback possibility once it decided in your favour.those buyers may have higher possibilities to leave negative so this really helps.