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 be available in your Messages - opens in new window or tab too. I don't see the option to close this case. I have a problem with a buyer. 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. You need to upload the tracking details into the case showing delivered. Yes, she opened a" I haven't received item" case. eBay also noted that a buyer can only open an “item not received” request after the estimated delivery date plus 1 day. She filed a request trying to get money back. 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. “Discipline is choosing between what you want now and what you want most.” —Abraham Lincoln. 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. The item was delivered on 2/26. I sent this item via a prepaid satchel and only have the lodgement receipt (no postcode) and tracking number. I keep meticulous records of my inventory and happened to only have one of these necklaces in stock at the time. eBay will not protect you from a claim if you send the tracking number to the buyer via email. 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. 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. 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. Copyright © 1995-2020 eBay Inc. All Rights Reserved. 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. What is going to happen in this case? However, I have not received the item. ... Iv got the receipt and tracking numbers what the items weighed. I shipped an item and purchased tracking. The buyer claims the item never arrived and opened a claim against me. 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. I truly think she is being dishonest and trying to take advantage of  this  " Corona situation". Sending the tracking number to the buyer via email won’t protect you from a claim. Comments are locked. 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. 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 … 2) Somebody stole the package from the mailbox or doorstep. Buyer claims item not received. Ok, thanks I will do that. So, I sold a £20 item a few weeks back, sent the item via collectplus tracked (no signature). 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 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”. What else can i do? Item was shipped, and tracking says delivered to mailbox at my city and zip code yesterday. 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. 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. But the funds has been held now. Will I lose this case? They said you must have sent it to the wrong address or wrong tracking number! Ok, Ill have to ask her about that then.. 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. Posted by 4 months ago. 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. Since she opened a case for an item not received upload the tracking number so the case can be closed. I truly think she is being dishonest and trying to take advantage of  this  " Corona situation". 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. "One buyer opened a case with eBay saying she had not received an item. The tracking is showing the item as been delivered but the buyer is saying they haven't received it. If the tracking is to the correct address, you are in the clear. 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? Don't think it's via PP. So I checked my tracking number to find out where it was hold up and it says "item SUCCESSFULLY DELIVERED"!! 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. How much is the transaction worth? Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. The necklace was sold and delivered over A MONTH ago. 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. You should not appeal a case if a buyer received a damaged item and sent it … This is the first buyer to keep persueing and going out of their way to be negative. I have a buyer claiming she did not receive the item, even though the tracking number indicates that the item has been delievered. Meet other eBay community members who share your passions. 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. In future I am going to take picture whenever I am packing the item in case this happened again! The buyer claims the item never arrived and opened a claim against me. Close. As the OP has entered the tracking number, I would simply write CS and explain. 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. I am an active eBay seller in the USA. Many sellers have stories of customers falsely claiming their item was not received. 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. Curious then, that she could open a case. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! I got a case right now opened by the buyer claiming she didn't received the item. 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. It was delivered August 5th. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. I did send her the screenshot of tracking and receipt. Your not personally obligated once the item reaches its destination. I asked the desk at my apartment complex, and they did not recieve anything. Tracking shown delivered over a month ago. Very unresponsive. 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. She does not want to hear from me ! 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. She filed within Ebays thirty day time limit? 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. One week later she complained about not receiving the item. This also applies to my international shipments. What else can i do? add the tracking number - ring ebay CS and ask them to close the case - job done case closed in your favour, money released. If the value is high you can work with eBay. The buyer receives the item but claims you sent an empty box – in other words, accuses you of fraud. If it was delivered over a month ago as stated, then 30 day has expired. 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. The first step is to contact the member through … 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. We always encourage our members to communicate with each other when there's a problem with a transaction. Buyer claims item not received, tracking shows delivered. Very unresponsive. 3) The item was delivered elsewhere by mistake, like the neighbors for example. Within the space of an hour while still communicating the buyer opened a case against me for non receipt and left negative feedback. She filed it on 4/2. So I told her about the tracking info and she claims she did not receive the item and she wants a refund! eBay only gave me three options to respond. I double-checked after the complaint was filed and confirmed the necklace is no longer in stock because it was sent out as requested. When I got home that afternoon I had a email from the bayer. Share best practices, tips, and insights. 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:(. Hi Just wondering if you could help me. I double-checked after the complaint was filed and confirmed the necklace is no longer in stock because it was sent out as requested. eBay Buyer Falsely Claims They Did Not Receive Shipped Items My question involves a consumer law issue in the State of: Oklahoma. 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. 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. I sold a DVD on august 3rd. I sent a screenshot. Not sure why she can still filed it. How to Address an "Item Not Received" Claim. I denied, case was closed in my favor. If the value is low, cut your losses and focus on new business. Money on PayPal has been blocked . Hopefully eBay can release the funds. As eBay sees that the package has been delivered to the postal area, it assumes it was received and issues a refund. Ive always understood that buyers cannot open a case past the thirty days? 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. Copyright © 1995-2021 eBay Inc. All Rights Reserved. Give Terapeak A Try 7 Day FREE TRIALhttps://www.terapeak.com/lp/sellingmoreonline?rfsn=188488.9b3d9eBay Situations - … If they open 'not received' with Paypal- you will have to provide tracking number (they have 180 days at PP). Ebay sides with buyer. I find the staff usually quite helpful if you have a good selling record. I responded again. 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. 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. 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. I purchased an item ($215) and paid with Goods and Services. Buyer claims item not received. The buyer claims a $200 doll was not received but the tracking shows the item delivered. Ebay sides with buyer. Tracking information says it cleared customs but has been rerouted to sea shipping due to covid, and hasn’t moved for 3.5 weeks. Even on ebay sold items page is says status delivered. It is not possible for me to send her nothing, I always checked 3 times before I mail out any package. What is going to happen in this case? 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. Recieve anything do this will never appear item has been delivered to my address ) the item complained... Hold up and it says `` item not received and issues a refund received ' with you. Want now and what you want most. ” —Abraham Lincoln buyer can only open an “ item received! That she could open a case against me way to be as helpful as possible the value is low cut! 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