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. They said you must have sent it to the wrong address or wrong tracking number! You should not appeal a case if a buyer received a damaged item and sent it … Will I lose this case? What else can i do? - We have a problem. Share best practices, tips, and insights. 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. If the value is low, cut your losses and focus on new business. 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 buyer claims a $200 doll was not received but the tracking shows the item delivered. It is not possible for me to send her nothing, I always checked 3 times before I mail out any package. I keep meticulous records of my inventory and happened to only have one of these necklaces in stock at the time. 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. Buyer claims item not received, tracking shows delivered. I have a problem with a buyer. Comments are locked. Item was shipped, and tracking says delivered to mailbox at my city and zip code yesterday. I have a buyer claiming she did not receive the item, even though the tracking number indicates that the item has been delievered. After a few days the item arrived. I purchased an item ($215) and paid with Goods and Services. As eBay sees that the package has been delivered to the postal area, it assumes it was received and issues a refund. This is the first buyer to keep persueing and going out of their way to be negative. The problem is, Royal Mail’s tracking does not … 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. “Discipline is choosing between what you want now and what you want most.” —Abraham Lincoln. However, I honestly did not get the package. Buyer has reported it not received and ebay has refunded them. eBay reminder on Item ‘Not Received’ procedure. "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. 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. 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. I am not finding Ebay very helpful at all in dealing with this buyer. If you and the buyer can't agree on a resolution within 3 business days, you can ask eBay to step in and help. 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 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. 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. 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. I got a case right now opened by the buyer claiming she didn't received the item. When I got home that afternoon I had a email from the bayer. 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. Neither buyer nor seller can ask eBay to step in and help, and the usual link to do this will never appear. In future I am going to take picture whenever I am packing the item in case this happened again! eBay only gave me three options to respond. So I checked my tracking number to find out where it was hold up and it says "item SUCCESSFULLY DELIVERED"!! Tracking shown delivered over a month ago. *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. 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. eBay also noted that a buyer can only open an “item not received” request after the estimated delivery date plus 1 day. Buyer claims item not received. 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. eBay Buyer Falsely Claims They Did Not Receive Shipped Items My question involves a consumer law issue in the State of: Oklahoma. 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. However, I have not received the item. 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 sent a screenshot. 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:(. The first step is to contact the member through … So I told her about the tracking info and she claims she did not receive the item and she wants a refund! "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 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 opens a case. 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}}. Ive always understood that buyers cannot open a case past the thirty days? Even on ebay sold items page is says status delivered. 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. 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 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. When a request is opened the seller has 3 business days to respond before the buyer can ask eBay to step in. My sister couldnt. I double-checked after the complaint was filed and confirmed the necklace is no longer in stock because it was sent out as requested. Don't think it's via PP. Hi Just wondering if you could help me. Hopefully eBay can release the funds. I sold a DVD on august 3rd. Give Terapeak A Try 7 Day FREE TRIALhttps://www.terapeak.com/lp/sellingmoreonline?rfsn=188488.9b3d9eBay Situations - … One week later she complained about not receiving the item. I got a case right now opened by the buyer claiming she didn't received the item. Close. 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. We always encourage our members to communicate with each other when there's a problem with a transaction. Very unresponsive. 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 . Money on PayPal has been blocked . op, did she open an item not received case? The buyer claims the item never arrived and opened a claim against me. The tracking number should still be available. That was before eBay’s latest update to selling standards. I've double checked the address, and the ebay address matches fully the address collectplus delivered it to. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Sending the tracking number to the buyer via email won’t protect you from a claim. I shipped an item and purchased tracking. How much is the transaction worth? If it was delivered over a month ago as stated, then 30 day has expired. If the tracking is to the correct address, you are in the clear. 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. Tracking information says it cleared customs but has been rerouted to sea shipping due to covid, and hasn’t moved for 3.5 weeks. Within the space of an hour while still communicating the buyer opened a case against me for non receipt and left negative feedback. Copyright © 1995-2020 eBay Inc. All Rights Reserved. Ebay sides with buyer. 2) Somebody stole the package from the mailbox or doorstep. I am an active eBay seller in the USA. I truly think she is being dishonest and trying to take advantage of  this  " Corona situation". She filed within Ebays thirty day time limit? 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 sent this item via a prepaid satchel and only have the lodgement receipt (no postcode) and tracking number. 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. The item was delivered on 2/26. She does not want to hear from me ! Meet other eBay community members who share your passions. 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. 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 denied, case was closed in my favor. 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. Ok, Ill have to ask her about that then.. I asked the desk at my apartment complex, and they did not recieve anything. 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. Your one-stop-shop for news, updates and information from eBay about selling on eBay. She filed it on 4/2. 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. Many sellers have stories of customers falsely claiming their item was not received. I don't see the option to close this case. The buyer receives the item but claims you sent an empty box – in other words, accuses you of fraud. 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. Tracking shown delivered over a month ago. Get quick answers to important questions to get you selling faster and better! If the value is high you can work with eBay. ... Iv got the receipt and tracking numbers what the items weighed. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Wanna Sell More on eBay? I did send her the screenshot of tracking and receipt. 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. Give support, share information, and connect with fellow members. Therefore, I would like to ask if you can kindly assist and let me know if you can find out what happened. 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). Buyer claims item not received. 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. As the OP has entered the tracking number, I would simply write CS and explain. Very unresponsive. 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