I have a buyer claiming she did not receive the item, even though the tracking number indicates that the item has been delievered. I am not finding Ebay very helpful at all in dealing with this buyer. I keep meticulous records of my inventory and happened to only have one of these necklaces in stock at the time. A buyer claims an item isn't received or; A buyer claims an item was damaged during delivery; Negative and neutral Feedback when: You win a case alleging damage or loss; The Feedback comment relates to a problem with delivery; For more details, read the complete seller policies for the Global Shipping Programme - opens in new window or tab. The first step is to contact the member through … If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll be available in your Messages - opens in new window or tab too. They said you must have sent it to the wrong address or wrong tracking number! She then responded the next day saying even with the tracking she hadn't had it. Buyer claims item not received, tracking shows delivered. Ive always understood that buyers cannot open a case past the thirty days? So I checked my tracking number to find out where it was hold up and it says "item SUCCESSFULLY DELIVERED"!! eBay gives me three options: 1) Add tracking number (which I already did), After I added the tracking info, didn't show any result or otheroptions:(. Buyer claims the item wasn’t received The tracking is showing the item as been delivered but the buyer is saying they haven't received it. The buyer pays quickly, and you send the item without concern. The problem is, Royal Mail’s tracking does not … In another forum thread, on the topic of buyer scams, Bigian13 said: Customer claimed they had not received their item but had ordered several items from other eBay sellers and they had all arrived. eBay will not protect you from a claim if you send the tracking number to the buyer via email. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. What else can i do? Sending the tracking number to the buyer via email won’t protect you from a claim. I don't see the option to close this case. Tracking shown delivered over a month ago. The necklace was sold and delivered over A MONTH  ago. She told me due to " Corona situation"( Her words)  she couldnt fly home until 4/1 and she opened the package and I had send her a " EMPTY BOX" which doesn't make any sense. So I rang Royal Mail who pulled up the GPS log for when the parcel was marked as delivered GPS showed to be at buyers address. Ebay sides with buyer. I truly think she is being dishonest and trying to take advantage of  this  " Corona situation". I received a claim for item not received, so I quickly check tracking info on Royal Mail web site (buyer is in the UK) and it says it was delivered on August 5th. I checked the record, only made one sale on that specific date and remembered clearly I put the necklace into the jewelry box , packed it and shipped it. Curious then, that she could open a case. Meet other eBay community members who share your passions. eBay reminder on Item ‘Not Received’ procedure. eBay only gave me three options to respond. One week later she complained about not receiving the item. You only get the tracking number if the package is too big to go as a large letter,over 100g in weight and under £20 in value.. Report Inappropriate Content. When a request is opened the seller has 3 business days to respond before the buyer can ask eBay to step in. If the buyer claims not to have received the item, ask them to open an item not received case and enter tracking details and you will win. Ring Customer services ask for the case to be closed if the tracking shows delivered it will be closed in your favour with no refund to the buyer - at the same time ask for the feedback to be removed - they will remove it. Yes, she opened a" I haven't received item" case. I continued to be polite and tried to be as helpful as possible. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Ebay sides with buyer. She filed a request trying to get money back. The buyer claims the item never arrived and opened a claim against me. Send a message to the buyer – If you'd like to speak with the buyer directly to try and resolve their issue, you can send them a message through the "Item not received" request. She filed within Ebays thirty day time limit? What is going to happen in this case? Buyer claims item not received, tracking shows delivered. Very unresponsive. “Discipline is choosing between what you want now and what you want most.” —Abraham Lincoln. Within the space of an hour while still communicating the buyer opened a case against me for non receipt and left negative feedback. "After I added the tracking info, didn't show any result or otheroptions:(", {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. If it was delivered over a month ago as stated, then 30 day has expired. Send a message to the buyer – If you'd like to speak with the buyer directly to try and resolve their issue, you can send them a message. If your item has arrived, and you want to return it for a refund, you'll need to cancel your item not received case and open a return request. Ive had several none delivery claims during lockdown (If you print label there is no bright orange sticker so not immediatly obvious its tracked) all the others have "found" the package after tracking proof of delivery sent to them. That was before eBay’s latest update to selling standards. Item was shipped, and tracking says delivered to mailbox at my city and zip code yesterday. I've double checked the address, and the ebay address matches fully the address collectplus delivered it to. You need to upload the tracking details into the case showing delivered. If the value is high you can work with eBay. Give Terapeak A Try 7 Day FREE TRIALhttps://www.terapeak.com/lp/sellingmoreonline?rfsn=188488.9b3d9eBay Situations - … What else can i do? The "rule" is basically that if your seller can't provide AP tracking and won't resend or refund your purchase price in full, you have 42 days from the date of sale to lodge an INR (Item Not Received) dispute with Paypal, where you can argue the point with your seller, and you still have up to a further 20 days to escalate to a full claim if you can't come to some satisfactory agreement, in which case if the … I have a problem with a buyer. The tracking number should still be available. Share best practices, tips, and insights. I got a case right now opened by the buyer claiming she didn't received the item. I did send her the screenshot of tracking and receipt. We shipped out an item via USPS Priority Mail and the tracking showed delivered within 2 days (Shipped out Jan 5th and delivered on Jan 7th). Hopefully eBay can release the funds. Buyer claims item not received. I sent this item via a prepaid satchel and only have the lodgement receipt (no postcode) and tracking number. Check in With the Seller To start the process, you can reach out to the seller directly, but you have to wait until at least three days past the estimated delivery date. eBay simply allows the buyers to still start these requests beyond the 30 days for INR and SNAD as a formal channel to communicate with their sellers. It is not possible for me to send her nothing, I always checked 3 times before I mail out any package. eBay will demand a return and the buyer sends the empty box back to you, keeping the item and the money as it’s refunded. op, did she open an item not received case? Many sellers have stories of customers falsely claiming their item was not received. I responded again. The buyer claims the item never arrived and opened a claim against me. add the tracking number - ring ebay CS and ask them to close the case - job done case closed in your favour, money released. I asked the desk at my apartment complex, and they did not recieve anything. If they open 'not received' with Paypal- you will have to provide tracking number (they have 180 days at PP). After a few days the item arrived. Therefore, I would like to ask if you can kindly assist and let me know if you can find out what happened. Give support, share information, and connect with fellow members. 52. The item was delivered on 2/26. I look at the tracking and that's when I realized the item was attempted delivery 3 times at the buyer's address in the UK and now the item is in Germany. Buyer contacted me 3 days after delivery saying they had not received so I pulled up the tracking myself which showed it had been delivered at 9.10am on the day it was supose to. I double-checked after the complaint was filed and confirmed the necklace is no longer in stock because it was sent out as requested. Will I lose this case? Ok, Ill have to ask her about that then.. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! Ok, thanks I will do that. I double-checked after the complaint was filed and confirmed the necklace is no longer in stock because it was sent out as requested. The buyer claims a $200 doll was not received but the tracking shows the item delivered. *incidently this buyer only paid for standard postage but since the contactless deliveries since Covid hit if a buyer choses standard I pay the difference for signed for myself exactly because of things like this. Copyright © 1995-2021 eBay Inc. All Rights Reserved. But there's no reason to refund - item has been in the possession of the buyer for over 30 days - sounds like the case is moot. You can appeal an eBay Buyer Protection case if your item comes back in a different condition than the way the buyer received it, or the package is empty or contains a different item. 3) The item was delivered elsewhere by mistake, like the neighbors for example. I find the staff usually quite helpful if you have a good selling record. Comments are locked. eBay also noted that a buyer can only open an “item not received” request after the estimated delivery date plus 1 day. I sent a screenshot. I got a case right now opened by the buyer claiming she didn't received the item. Close. So I told her about the tracking info and she claims she did not receive the item and she wants a refund! Money on PayPal has been blocked . - We have a problem. Tracking shown delivered over a month ago. What is going to happen in this case? You should not appeal a case if a buyer received a damaged item and sent it … If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request. She does not want to hear from me ! Copyright © 1995-2020 eBay Inc. All Rights Reserved. Don't think it's via PP. Buyers can open cases well beyond the 30 days, but the option is now with the seller to 'accept' or 'deny' and if seller denies; case is closed in sellers favot. I have been a seller on Ebay for over 13 years and I just know when a seller is trying to use the system based on the correspondence they send. Wanna Sell More on eBay? However, I have not received the item. If your buyer hasn't received their item and the estimated delivery date has passed, they'll let you know there's an issue by opening an “Item not received” request. When I got home that afternoon I had a email from the bayer. Your not personally obligated once the item reaches its destination. I am sorry to hear this occurred. OP- I would do nothing- if they open case, you will see you have the right to close it because it's past 30 days. I purchased an item ($215) and paid with Goods and Services. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. In future I am going to take picture whenever I am packing the item in case this happened again! Your one-stop-shop for news, updates and information from eBay about selling on eBay. According to eBay rules, you are entitled to a refund or replacement item from the seller unless they have tracking information that confirms the package was delivered. The buyer receives the item but claims you sent an empty box – in other words, accuses you of fraud. As most of us know, if a seller sends a purchased package with USPS tracking less than $750.00 and tracking shows a delivery in the buyer's zip code, eBay and PayPal both consider that a delivered package even if the buyer claims it was not received. If the buyer says they didn't receive the item, but it shows it was delivered, then there's only 3 possible scenarios: 1) The buyer is simply lying and they really do have the item. How to Address an "Item Not Received" Claim. I am in the same boat. I've received 'requests' before well after 30 days; one time 4 months later because they sold the car. If the tracking is to the correct address, you are in the clear. This also applies to my international shipments. Top Takeaway If you haven't received your item, let the seller know within 30 days of the estimated delivery date by following the steps listed above. Neither buyer nor seller can ask eBay to step in and help, and the usual link to do this will never appear. She filed it on 4/2. How much is the transaction worth? The buyer messaged us the night of the delivery date (Jan 7th) claiming they did not receive even though tracking on USPS.com shows “Delivered in/near mailbox”. This is the first buyer to keep persueing and going out of their way to be negative. Buyer has reported it not received and ebay has refunded them. Or - escalate when allowed choose reason tracking provided - case will be closed in your favour - then ring ebay and ask for the feedback to be removed, {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. 2) Somebody stole the package from the mailbox or doorstep. Not sure why she can still filed it. I am an active eBay seller in the USA. Because it's been more than 30 days since actual delivery on 2/26, this request can never be escalated to an eBay Money Back Guarantee case: Neither buyer nor seller can ask eBay to step in and help, and the usual link to do this will never appear. If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab . 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