INR or “Item Not Received” cases occur when a customer who never received their order reports their missing item(s) to eBay.
Once this happens, the seller will have 3 days to respond to the INR case before the buyer can escalate the claim and have eBay step in to resolve the issue themselves.
Not responding to INR cases can have a detrimental effect on your seller rating and customer feedback, as well as cause potential eBay account issues. It’s in your best interest to take care of eBay INR cases right away.
To open INR cases, click on the Cases button on the left side of the screen.
From here, select Filters at the top of the screen, and from the Filter by Cases Types dropdown menu, select INR.
Click anywhere within the row to open and respond to the case.
Upon opening an INR case, you will see a variety of actions that you can take to resolve the customer issue. What you see will vary, depending on the particular case and how far along you are in the case resolution process.
To the left of your eBay case is the Related Tickets panel. Click the blue text within this panel for access to the customer tickets associated with this eBay case, in order to quickly pull up any relevant customer support messages.