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How to handle case, item not received?
 

So i just started learning about defect rates today. I check and I have 2. I believe it's from a buyer who left a positive review but gave me three stars on item not as described. it was one size and apparently his head was too huge...

The second one came from a case for item not received.
-tracking uploaded to paypal
-buyer opens case a few days after item not received on time.
-Buyer could have escalated it to ebay on 29th, didnt cause I called him 2 explain.
-buyer is new 0 feedback
-i respond asking him to be patient
-it doesn't come on time I call him asking him if he wants a refund or an item to replace which I will send with faster shipping
-he chooses item. I should have tracking number 2day to give to him.
-I called and asked him to close case, he said he would..still hasn't.

I can't upload the original tracking number to the case, because I ordered from another ebay member (two reasons, first class mail was taking 3-5 days longer than estimate and my stock was running low).

What can I do to get the defect remove? Call and ask him to close case and leave positive feedback?

Re: How to handle case, item not received?
 

Even if he closes case you still get defect. You cant at this point get defect removed...

I got defects from people that went about the wrong way to ask a question...

With Spring update that will change. Until then you are stuck...

Re: How to handle case, item not received?
 

Okay :tears:

Case was opened on 26th, and ebay said I had until the 29th to solve it or he could escalate. I read one post a while ago where someone mentioned ebay escalating the case to ebay, where the buyer agreed he took no action. Should I be quick in wanting to close it.

Also what happens in spring exactly?

Re: How to handle case, item not received?
 

WHAT HAPPENS IN SPRING EXACTLY?

SIMPLER, MORE OBJECTIVE
SELLER STANDARDS
Reflecting your hard work and giving you more control

Updates to seller standards (for CBT Sellers) coming early next year
On February 20, 2016, we'll be updating the way we measure seller performance with a simpler, more objective set of standards.

The following will no longer impact your defect rate:

Buyer feedback
Detailed seller ratings (DSRs)
Returns requests that are successfully resolved with your buyer
Items not received requests that have been successfully resolved with your buyer

As of this date, Seller Performance will be measured by two key metrics:

Defect Rate: which includes seller cancelled transactions and cases that are closed without seller resolution.
On-time shipping: a new metric will be used to measure whether you shipped or delivered your item on time based on tracking information when available

Re: How to handle case, item not received?
 

Sounds great. Seller canceled transactions...is that when I send them a cancellation request?