add the tracking number - ring ebay CS and ask them to close the case - job done case closed in your favour, money released. "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 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. Many sellers have stories of customers falsely claiming their item was not received. Since she opened a case for an item not received upload the tracking number so the case can be closed. She filed it on 4/2. 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. Buyer has reported it not received and ebay has refunded them. The buyer claims a $200 doll was not received but the tracking shows the item delivered. 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. Tracking shown delivered over a month ago. 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. I got a case right now opened by the buyer claiming she didn't received the item. The first step is to contact the member through … 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. However, I have not received the item. 2) Somebody stole the package from the mailbox or doorstep. I purchased an item ($215) and paid with Goods and Services. I sold a DVD on august 3rd. 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. My sister couldnt. Posted by 4 months ago. 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”. If the value is low, cut your losses and focus on new business. Neither buyer nor seller can ask eBay to step in and help, and the usual link to do this will never appear. Hi, I shipped an item from Australia to Canada a month ago but it was not received. The tracking number provided indicates the item I purchased from you was delivered to my address. I don't see the option to close this case. Sending the tracking number to the buyer via email won’t protect you from a claim. 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. *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 only gave me three options to respond. 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. So I told her about the tracking info and she claims she did not receive the item and she wants a refund! I responded again. Ok, Ill have to ask her about that then.. I am sorry to hear this occurred. 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. ... Iv got the receipt and tracking numbers what the items weighed. Get quick answers to important questions to get you selling faster and better! Yes, she opened a" I haven't received item" case. She filed a request trying to get money back. I did send her the screenshot of tracking and receipt. Meet other eBay community members who share your passions. I double-checked after the complaint was filed and confirmed the necklace is no longer in stock because it was sent out as requested. 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. 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 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:(. One week later she complained about not receiving the item. 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. 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. 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. 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? 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. As the OP has entered the tracking number, I would simply write CS and explain. Buyer opens a 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. eBay will not protect you from a claim if you send the tracking number to the buyer via email. The necklace was sold and delivered over A MONTH ago. The tracking number should still be available. 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. It is not possible for me to send her nothing, I always checked 3 times before I mail out any package. Will I lose this case? Apr 3, 2020 12:12:44 PM. If it was delivered over a month ago as stated, then 30 day has expired. 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. Buyer claims the item wasn’t received Your not personally obligated once the item reaches its destination. I did send her the screenshot of tracking and receipt. What else can i do? That was before eBay’s latest update to selling standards. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. I find the staff usually quite helpful if you have a good selling record. Give Terapeak A Try 7 Day FREE TRIALhttps://www.terapeak.com/lp/sellingmoreonline?rfsn=188488.9b3d9eBay Situations - … Ive always understood that buyers cannot open a case past the thirty days? Buyer claims item not received, tracking shows delivered. 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. 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. Buyer claims item not received. I continued to be polite and tried to be as helpful as possible. This is so that eBay can protect you if a buyer claims they haven’t received the item. I shipped an item and purchased tracking. Ebay sides with buyer. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. Comments are locked. As eBay sees that the package has been delivered to the postal area, it assumes it was received and issues a refund. 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 … The buyer receives the item but claims you sent an empty box – in other words, accuses you of fraud. I am in the same boat. 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. The problem is, Royal Mail’s tracking does not … 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. 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. Share best practices, tips, and insights. What else can i do? 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. 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. After a few days the item arrived. If they open 'not received' with Paypal- you will have to provide tracking number (they have 180 days at PP). The buyer claims the item never arrived and opened a claim against me. 3) The item was delivered elsewhere by mistake, like the neighbors for example. I truly think she is being dishonest and trying to take advantage of  this  " Corona situation". "One buyer opened a case with eBay saying she had not received an item. 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. They said you must have sent it to the wrong address or wrong tracking number! 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. She does not want to hear from me ! 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. If the value is high you can work with eBay. She does not want to hear from me ! 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. The item was delivered on 2/26. When I got home that afternoon I had a email from the bayer. Even on ebay sold items page is says status delivered. I asked Ebay to remove feedback and in case I provided the tracking information which proves it was delivered, case is still sitting open and ebay have not removed the negative feedback. 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 claims the item never arrived and opened a claim against me. But the funds has been held now. Give support, share information, and connect with fellow members. The necklace was sold and delivered over A MONTH  ago. 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