a lot of times it's a picking error from the Seller so make sure you check your picking slip and the stock level before accusing the customer. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. You have the option of adding a message to the seller. If the total cost of the item was more than $10, follow the eBay case procedure. AP say he will need to lodge a complaint with them, taking in the envelope so they can invetsigate (I can't initiate it as I don't have the envelope). 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. however you ask eBay to step in and help within this … According to eBay policy, if a buyer opens an Item Not as Discussed (INAD) ticket, then you must accept the return and refund the money. Sorry but IMO you either send with full tracking to the buyer's address or you replace/refund without question. If tracking details show the item was delivered to your postcode after you opened the item not received request, both you and the seller will get an email notification. In the past week I have had 2 buyers claim an item is not received and requesting a refund. On the next page, enter your message and select. Tip Unfortunately, eBay has become a place that holds true to the age-old motto, "The customer is always right." “All the messages told the same story,” she says. Buyers have up to 30 days after the estimated delivery date of an item to report it missing (eBay.com). Using one of those two services provided to you ensures that you have done everything possible from your end to ensure the buyer's package is en route to the address the buyer provided. In one case, it was 2 business days after it was posted and going to outback NSW. Your business cannot be the exception to the rule. 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. Learn more about our signature confirmation requirements. I sold a small item for $250 and had a tracking number, buyer claims it was not delievered depsite tracking number recorded as being delivered by Australia Post. You can choose whether to accept returns if a buyer changes their mind about a purchase. When the buyer claimed she had not received it, eBay issued a refund. I shipped an item and purchased tracking. Yes, if you opened an "item not as described" case for a purchase covered by eBay Buyer Protection. I sent this item via a prepaid satchel and only have the lodgement receipt (no postcode) and tracking number. 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. Whether you are an eBay newbie or an experienced high volume seller, you are most likely going to experience an "item not delivered" case at some point. After this, eBay will step in. But when Lewis studied feedback about the buyer, she got a shock. eBay's final decision is based upon their sole discretion. In the other case they opened a Refund Claim after 4 business days. Hi Just wondering if you could help me. Once the case is closed, the buyer may leave negative feedback. Refund the buyer: The buyer will get a full refund, including the original shipping costs. So after discussions, I sent out another item, to resolve the issue...posted pictures on the site. Select Send request. Once you’ve sent the replacement, let them know it’s on the way and upload tracking information to the request. So I told her about the tracking info and she claims she did not receive the item and she wants a refund! Once the item had arrived, the buyer sent me a text message to say that he had received it and he was very happy. So I checked my tracking number to find out where it was hold up and it says "item SUCCESSFULLY DELIVERED"!! I bet this cons would not have the guts to go into a store and walk out with a product/item in the hands with out paying for it, so yes they hide under a coat and try to walk and that is what they are doing on EBAY ther using EBAY's and PAY PAL buyer protection to SCAM. please assist. As a top-rated eBay seller, I want to help all eBay sellers realize their potential for maximum sales and best practices. You’ll also see your response options: Add tracking details: You’ll need to provide tracking within 3 business days of the request being opened, if you haven’t done so already. The one absolute way to protect yourself as a seller is to use eBay or PayPal shipping labels. How to handle a return request as a seller. Try not to feel cheated and realize that buyer complaint is a nasty part of having to do online business. I escalated the claim for eBay … Buyer claims the item wasn’t received In the email you received telling you the buyer’s issue, select See request details. Enter your search term to display live search results. The buyer pays quickly, and you send the item without concern. A buyer stated item was not received although delivery confirmation was verified for her zipcode. While these cases are often discouraging, there are certain procedures that need to be followed. You’ll see the refund amount, and you have the option of adding a message to the buyer. After refunding the buyer, report the buyer to eBay, block them from bidding on your future items, and consider this a $10 investment to ensure you never have to deal with them again. I have a buyer claiming she did not receive the item, even though the tracking number indicates that the item has been delievered. Read our article on what to do if you haven’t received your item. You'll also need to provide us with the shipping tracking number (with Signature Confirmation for items worth more than $750) to receive your refund through PayPal. Opening a case with the postal carrier involved. You should not appeal a case if a buyer received a damaged item and sent it … You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. Get help from eBay. There are four, and only four, reasons an item can be marked as delivered, but not received by the buyer. Tip I have a problem with a buyer. Send a message to the buyer: If you’d like to speak with the buyer directly to try to resolve their issue, you can send them a message. This reflects doubt. Once the issue is resolved, or we find it in your favor, the hold is lifted and the funds are available again. 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. In eBay's opinion, you have done everything you can before the postal service has possession of the package. If a buyer falsely claims an item was “not as described,” we’ll reimburse your return shipping label cost up to $6 per return. If the order has a total cost (total of item(s), shipping and tax) of $750 or more, it should also show the signature confirmation of the recipient. Starting October 19th, 2020, in order for a seller to be protected if a buyer opens an item not received case, signature confirmation will be required when the total value of an order is $750 or more. Select the carrier you used from the dropdown list. You should report missing packages to the shipping carrier you used—they may be able to help. Ebay customer support issued a partial refund to the buyer, and the case was closed, but I am not happy with the amount of the refund: it is too large. This article is accurate and true to the best of the author’s knowledge. {"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}}. Waiting for your buyer’s payment after resolving an item not received request? Paypal say a claim can be lodged under buyer (seller) protection. Send a message to your buyer, provide empathy, stating that you will do your best to resolve this dispute for them. Be sure to report the buyer to eBay as well to help future sellers. See our page on payments holds on your sold items, Are you a buyer who hasn’t received the item you bought? Get the item you ordered or your money back—it’s that simple. When a buyer opens a request, please be aware that funds related to the sale may be put on hold. If you and the buyer haven’t been able to resolve the issue within 3 business days, you can ask us to step in to help. If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information showing that it was delivered. You give all this info but the real truth is even if you use paypal shipping labels if thers is NO TRACKING the seller is shit out luck and the BUYERS are using this day in day out to scam sellers of items and they then you have Ebay taking the side of the BUYER and they get ther money back and the item. If a buyer doesn’t receive their item, they’re entitled to a refund unless you can provide tracking information showing that it was delivered. Let the buyer know the actions that you will be taking, such as: Do not give your opinion on whether you believe they are telling the truth or if the package may have been lost. The buyer claims that he didn't received the item eventhough the tracking number said the item is de 11-03-2020 Buyer via eBay's global shipping program … While Unpaid Item Assistant works for most eBay listings, including items listed in eBay Motors, Parts & Accessories, it’s not available for vehicle listings in eBay Motors. Tick the box beside I want a refund or I want the item. Unfortunately, the buyer can still leave negative feedback if they choose. Enter the tracking number, or if you don’t have it, the date you shipped the item. Your request will then close automatically within 24 hours. The buyer receives the item but claims you sent an empty box – in other words, accuses you of fraud. To ensure all of our members have a great experience on eBay, most purchases are covered under eBay Money Back Guarantee. We addressed earlier that you will not be required to issue a refund if you have used one of the two shipping tools and that negative feedback is also a possibility. Copyright © 1995-2021 eBay Inc. All Rights Reserved. It only means that the case was not resolved by you, the seller, and will reflect your seller statistics. Be as concise and brief as possible, using only professional etiquette, to inform your buyer of the actions that will be taken. You have the option of adding a note to the buyer. EBAY has become nothing more then SCAMMERS DREAM The honesty and truthfulness of people has gone out the door, this is the reality of online buying. You’ll receive the return shipping label credit on your monthly invoice. I've advised him to lodge a complaint with AP and perhaps initiate an item not received claim in the resolution centre. 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. If you’re a managed payments seller, learn how refunds work. Select More actions beside your item and then I didn't receive it. This does not mean that you have to issue a refund. There are four possible reasons you will experience an "item not received" case, which I will elaborate upon in the following segments. This policy outlines our expectations for buyer behavior. Something went wrong. To answer the question that most sellers may have: if you have used one of the two services mentioned above and the tracking information shows that the item was delivered, you are protected by eBay's seller protection program and are not required to refund the buyer. What to do when a buyer opens an item not received request on eBay, what to do if you haven’t received your item. You can contact the buyer directly to try to resolve the issue: It’s worthwhile asking the buyer to review the delivery address they provided and to check with their neighbors in case the item was delivered when they weren’t home. One week later she complained about not receiving the item. 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