I denied, case was closed in my favor. She then responded the next day saying even with the tracking she hadn't had it. The necklace was sold and delivered over A MONTH  ago. 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. Apr 3, 2020 12:12:44 PM. If the value is high you can work with eBay. Wanna Sell More on eBay? The buyer claims the item never arrived and opened a claim against me. Even on ebay sold items page is says status delivered. Close. 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. One week later she complained about not receiving the item. She does not want to hear from me ! I am sorry to hear this occurred. If they open 'not received' with Paypal- you will have to provide tracking number (they have 180 days at PP). Buyer claims item not received. eBay only gave me three options to respond. What else can i do? 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”. Ok, thanks I will do that. 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. Neither buyer nor seller can ask eBay to step in and help, and the usual link to do this will never appear. Buyer claims item not received. Comments are locked. 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. What is going to happen in this case? 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. Give Terapeak A Try 7 Day FREE TRIALhttps://www.terapeak.com/lp/sellingmoreonline?rfsn=188488.9b3d9eBay Situations - … If the value is low, cut your losses and focus on new business. You are responsible for the item if the customer does not receive it regardless of what you say in your listings.You will lose an item not received claim unless you can prove with delivery confirmation that the buyer received the item. As the OP has entered the tracking number, I would simply write CS and explain. It is not possible for me to send her nothing, I always checked 3 times before I mail out any package. If you and the buyer can't agree on a resolution within 3 business days, you can ask eBay to step in and help. Ebay sides with buyer. 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. If you and the buyer can't agree on a resolution within 3 business days, you or the buyer can ask eBay to step in and help.. I got a case right now opened by the buyer claiming she didn't received the item. 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. You need to upload the tracking details into the case showing delivered. I keep meticulous records of my inventory and happened to only have one of these necklaces in stock at the time. Buyer opens a case. I don't see the option to close this case. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. I sent a screenshot. However, I honestly did not get the package. Ebay sides with buyer. 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. 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. If a buyer claims that they have not received their item, but the tracking information states that it was delivered, do not jump to the conclusion that the buyer is lying. 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. 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. Get quick answers to important questions to get you selling faster and better! The problem is, Royal Mail’s tracking does not … Copyright © 1995-2021 eBay Inc. All Rights Reserved. She filed it on 4/2. "One buyer opened a case with eBay saying she had not received an item. Very unresponsive. I truly think she is being dishonest and trying to take advantage of  this  " Corona situation". Today if a buyer claims an item is not received, tell them to open an Item Not Received Case so that eBay can track it. 3) The item was delivered elsewhere by mistake, like the neighbors for example. Give support, share information, and connect with fellow members. Share best practices, tips, and insights. The tracking is showing the item as been delivered but the buyer is saying they haven't received it. The first step is to contact the member through … I double-checked after the complaint was filed and confirmed the necklace is no longer in stock because it was sent out as requested. Upload tracking to prevent "item not received" claims Starting September 10, 2018, you will be required to upload tracking in the structured data field before the estimated delivery date has passed in order to appeal an "item not received" claim. I shipped an item and purchased tracking. 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. Even on ebay sold items page is says status delivered. op, did she open an item not received case? 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. Tracking shown delivered over a month ago. When a request is opened the seller has 3 business days to respond before the buyer can ask eBay to step in. She filed a request trying to get money back. If it was delivered over a month ago as stated, then 30 day has expired. 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. Ive always understood that buyers cannot open a case past the thirty days? If she did, she opened the wrong case, should have been a snad.Unless she opened a case at PP,past Ebays thirty day limit? But the funds has been held now. So I checked my tracking number to find out where it was hold up and it says "item SUCCESSFULLY DELIVERED"!! Buyer claims item not received, tracking shows delivered. - We have a problem. What is going to happen in this case? Therefore, I would like to ask if you can kindly assist and let me know if you can find out what happened. 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. 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. 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. 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 favor. 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. I am not finding Ebay very helpful at all in dealing with this buyer. Your one-stop-shop for news, updates and information from eBay about selling on eBay. The item was delivered on 2/26. “Discipline is choosing between what you want now and what you want most.” —Abraham Lincoln. Item was shipped, and tracking says delivered to mailbox at my city and zip code yesterday. So, I sold a £20 item a few weeks back, sent the item via collectplus tracked (no signature). Meet other eBay community members who share your passions. I find the staff usually quite helpful if you have a good selling record. However, I have not received the item. Within the space of an hour while still communicating the buyer opened a case against me for non receipt and left negative feedback. This also applies to my international shipments. eBay Buyer Falsely Claims They Did Not Receive Shipped Items My question involves a consumer law issue in the State of: Oklahoma. I responded again. Buyer claims the item wasn’t received What else can i do? I have a buyer claiming she did not receive the item, even though the tracking number indicates that the item has been delievered. Will I lose this case? Hopefully eBay can release the funds. She does not want to hear from me ! The buyer pays quickly, and you send the item without concern. I have a problem with a buyer. Yes, she opened a" I haven't received item" case. When I got home that afternoon I had a email from the bayer. Not sure why she can still filed it. After a few days the item arrived. 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. Posted by 4 months ago. It was delivered August 5th. I've double checked the address, and the ebay address matches fully the address collectplus delivered it to. I purchased an item ($215) and paid with Goods and Services. Buyer has reported it not received and ebay has refunded them. Your not personally obligated once the item reaches its destination. Very unresponsive. add the tracking number - ring ebay CS and ask them to close the case - job done case closed in your favour, money released. I sent this item via a prepaid satchel and only have the lodgement receipt (no postcode) and tracking number. Pictures of packing are useless, neither PP nor Ebay accepts them.Ii hate to say it, but she would probably win her 'empty box' case. 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 am in the same boat. 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. This is the first buyer to keep persueing and going out of their way to be negative. This is so that eBay can protect you if a buyer claims they haven’t received the item. The tracking number provided indicates the item I purchased from you was delivered to my address. So I told her about the tracking info and she claims she did not receive the item and she wants a refund! *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. 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. Tracking shown delivered over a month ago. ... Iv got the receipt and tracking numbers what the items weighed. 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). 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. 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. 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. 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. Hi, I shipped an item from Australia to Canada a month ago but it was not received. We always encourage our members to communicate with each other when there's a problem with a transaction. 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. 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:(. 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 reminder on Item ‘Not Received’ procedure. Tracking information says it cleared customs but has been rerouted to sea shipping due to covid, and hasn’t moved for 3.5 weeks. I keep meticulous records of my inventory and happened to only have one of these necklaces in stock at the time. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. In future I am going to take picture whenever I am packing the item in case this happened again! "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}}. I sold a DVD on august 3rd. She filed within Ebays thirty day time limit? Copyright © 1995-2020 eBay Inc. All Rights Reserved. 2) Somebody stole the package from the mailbox or doorstep. The tracking number should still be available. The necklace was sold and delivered over A MONTH ago. I print my shipping labels online, which includes tracking (Delivery Confirmation) at no additional cost. How to Address an "Item Not Received" Claim. The buyer claims the item never arrived and opened a claim against me. 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}}. 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 . I am an active eBay seller in the USA. Depending on the dollar amount--I would make the decision on that. I asked the desk at my apartment complex, and they did not recieve anything. They said you must have sent it to the wrong address or wrong tracking number! Curious then, that she could open a case. 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