Handling INR (Item Not Received) Cases – Hipshipper Support
Hipshipper helps reduce the chances of INR (Item Not Received) cases for international orders and offers optional support when such cases arise.
This article explains how we assist with INR inquiries, cases, and disputes.
Our INR Case Handling Process
Hipshipper provides buyer-facing responses for your INR cases.
All you need to do is copy and paste — but you may also choose not to use our support at all, or to edit our replies as you see fit. It’s completely your choice.
Here’s how it works:
eBay notifies us of a new INR inquiry, case, or dispute.
A support ticket is automatically opened in the Hipshipper system, tied to your order. We receive all case details as if you submitted them.
We reply to the ticket with the message you should post in the eBay case.
You copy and paste our message into the eBay case and add any images we’ve provided.
If the buyer responds, you paste their reply into the same Hipshipper ticket.
We provide the next suggested reply, which you then paste back into the eBay case.
We continue supporting you in this way until the case is resolved.
What You Need to Do
If an INR case is opened for an international order — and you choose to use our support — please follow these steps:
Do not reply on eBay before checking Hipshipper.
Go to the relevant order in the Hipshipper system, open the support ticket, and read our suggested response.Copy and paste our messages into the eBay case, as instructed.
Copy and paste buyer or eBay replies back into the Hipshipper ticket.
Your Responsibility
You remain fully responsible for all interactions with your buyers.
As an eBay seller, it is your duty to meet buyer expectations and comply with eBay’s policies.
Hipshipper is here to help — but you are the seller of record and fully responsible for the case.
Our support is optional and does not transfer any responsibility for the case outcome or any compensation.
Frequently Asked Questions
Will this eliminate INR case losses?
No system can guarantee a win in every case. But by working together, we ensure each case is handled in the best possible way — minimizing risk and reducing financial loss.
Will this make international INR case handling easier?
Definitely. With Hipshipper's support, you don’t need to investigate tracking, follow up on shipment status, or explain customs delays to the buyer.
We handle all those details for you — and provide ready-to-send responses for each step of the INR case.
Your only task is to copy and paste our messages into the case.
Do you use one approach for all cases?
No. Each case is handled based on package tracking and other specific details. For example:
If the package was lost, we’ll instruct you to refund the buyer — and we’ll reimburse you.
If the package is held at customs, we’ll send the buyer a clear explanation and reference eBay’s policies.
Many other situations are handled individually, based on what’s required.
What happens if I lose a case?
We will review the case in full.
If Hipshipper was responsible (e.g., delivery failure or package loss), and if the case was handled using our suggested responses — or a faithful edit of our message — we will cover the relevant costs.
We also assist with appeals when applicable.
Am I required to use Hipshipper’s responses?
No. The case is between you and the buyer. You are free to edit our responses or handle the case entirely on your own.
That said, our suggested responses are based on experience handling INR cases, and we strongly recommend using them as-is whenever possible.
Let us help you resolve INR cases smoothly and protect your account — while you stay in full control.