ebay when to file item not received

I recently ‘bought’ two deckchairs. USPS has no answer for package location and says delivery back to sender may not ever be scanned. Post office tracking shows them as delivered. I realize it’s not the sellers fault, but it seems to me as it should be their responsibility to make sure the item gets to me. Buyer received the box but the only item in there was the empty drone box. Do not ever let a seller string you along with promises to re-ship etc. Please help . For some reason a payment I made to a seller is not showing up on Paypal. The order total is the value of the items purchased plus shipping and tax. hi i recently sold an item (delived)buyer said not as described i offered to a full refund on safe return,buyer downloaded a ebay 48hr label i paid for)i sent 1st class signed for next day (item £800)fully insured,i didnt recieve it back,buyer opended paypal and ebay disputes,lost them both due to unable to supply tracking,now buyer saying its my place to chase it up with royal mail,and refund me..he posted item and has receipt,now saying take me to court for his refund +costs.? File a claim that you did not receive the item by the "receive by estimation". The seller says that shipments are backed-up, due to the COVID-19 scare. Share best practices, tips, and insights. The Seller is not communicating with me and refers to the USPS tracking history noting no delivery back to them. They f***ing charge for it, but make it impossible to claim. Hopefully the item will be sent back and then you can offer to resend it to the buyer at an additional shipping cost. If someone stole a package, that is a matter for the police. I sold an item and posted it on 28th of July and it’s not arrived it says on tracking that post office have it and I’ll be notified when they deliver it,the 10 day period before I can register it as lost is up tomorrow,what should I do about eBay and buyer? If the buyer has not contacted you yet, I would wait. What the chances that I will win, I sold an item to a buyer on eBay they have put in a request that it’s not arrive but the tracking says it’s been delivered due to the current situation with coronavirus the signature is made by the post man,the buyer is asking me to get in touch with the sorting office but the live in London and I live in Leeds, The good news is that sellers in the UK are protected in the instance of ‘item not received’ cases such as these, as long as the seller uploaded tracking. eBay Money Back Guarantee timelines Item not received. You can try to contact eBay again but since the item is listed as delivered, the seller has completed their part of the transaction properly. Any advice would be appreciated, thank you. I was not able to sell and this caused me some financial payment problems. If you bought an item on eBay as a guest, you’re still covered if something goes wrong. Communicate with your trading partner to try to resolve the problem. 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. Obviously the buyer gets their money back but the seller has also lost money and item then so what are we allowed to get back ? I figured I would wait for the 1 month mark to file a claim but I’d really rather not. If there is no luck with the shipping company, eBay may request a partial refund. It been almost 2 weeks past when it was supposed to be delivered. So if I can't file through ebay then their buyer protection is BS. Hi All, We seem to be recently getting an unusually high number of reports from buyers that their items are not received. If you are ignored by the seller or if the tracking number doesn't work, you can phone the 1-800 number on the back of your credit card. eBay will take action and the seller is the one with most to lose. I have a feeling if you were the buyer you wouldn’t feel that way. Ebay and the seller have told me that its not their problem . I asked EBay about this and they are saying that Hermes issues the Claims code and that it means they could not deliver the parcel and are waiting for the customer to use the code to claim the parcel from them. Regarding an item that's not been received within a few days past its estimated delivery date: You do not need to communicate with the seller. Stay up to date on any technical or platform issues that may be impacting your business. Most problems can be solved by direct communication between buyers and sellers. For some stupid reason the package ended up in Singapore. Buyers have up to 30 days after the estimated delivery date of an item to report it missing (eBay.com). In those instances, eBay will rule that you are at fault for not having shopped carefully or that you are at fault because you received an item as advertised and broke it yourself. This allows the few serial non receivers of their goods to freely continue getting their freebies without ebay or sellers ever being able to do anything about them. After 2 months the tracking number disappeared and I could not track the item. Impossible to get in touch with them too, their automated phone service says the same as the tracking on their app ‘we have it’. Hey so I order an stamp from eBay by mail and seller says it doesn’t have a tracking number and I contacted and when in person at the usps and they said they can’t do anything. if you don't hear from him after 2 more days then escalate to a claim. Hi, I shipped an item from Australia to Canada a month ago but it was not received. The buyer will win the case because you do not have tracking to prove was sent to the correct address. In the future, keep an eye on your purchases and file an Item Not Received case a few days after the last estimated delivery date. I may be the only one that feels this ways, but I don’t think it’s fair that the seller looses out when the item is lost in transit. As mentioned in the article, “sellers without shipping insurance will likely find themselves out of pocket for missing item transactions”, Hi Gemma, I recently sold something via eBay & packed it up as normal to ship it off to the winning bidder. If the item is arriving late, I’d recommend asking the buyer to wait a little longer. Is it a cause for concern? Do I have any refund rights here myself? Mostly from new buyers with scores under 20-ish. I have been in communication with them and they have been understanding, but I’m not sure they will wait another two weeks and I’m honestly not sure it’s not lost, despite the postal service’s assurances, after such a long time with no tracking update. Unfortunately, since you did not post the item with tracking, you are limited to these two solutions: – Refund the buyer I’ve also enquired with Hermes who tell me that the parcel was definitely delivered but that they have been unable to provide signature or photo of the item at the delivery address – which seems to be the fallback in lieu of a signature during Covid-19. Thank you! In the email you received telling you the buyer’s issue, select See request details. I believe I also may have been targeted as i am a seller with no feedback. If Royal Mail lost the package, you should be able to make a claim. So in this case, since the item has been updated as ‘delivered,’ eBay should take your side if there is a case. Re: eBay: Should I file an item not received … With valid tracking information showing that the item has been delivered to the intended destination within the correct time frame, the seller does not have to refund or otherwise resolve the situation with the buyer. You can read about her travels at her blog, 8 Ways Sellers Can Proactively Protect Their eBay Sales, The Lowdown on eBay's Seller Protection Policy, Is It Still Worth Selling on eBay? Buyers using eBay.co.uk have 30 days from the estimated delivery date to inform the seller that they have not received the item. The items are indeed from China. Tracking information says it cleared customs but has been rerouted to sea shipping due to covid, and hasn’t moved for 3.5 weeks. Hermes are reportedly having real trouble with parcels currently, but they are arriving late. The item is from China and shipment could be up to 40 days. I really want the item but am afraid it will never come. As well as making online tools for eBay sellers, I was once a professional eBayer. Your requests and cases. If you have tracking to prove that then you need to add it to the case. Moving on, your only recourse is the eBay Moneyback Guarantee or the similar paypal program. Courier says item delivered and can’t help further. If you don't receive an item you paid for, or you receive an item that's not as described in the listing, we're here to help with guidelines and tools for resolution, as well as PayPal buyer protection. Seller sent me wrong item,contacted the seller and he admitted their mistake, asked him to take it back and replace it with the right item, or to refund me in case they don’t have the item, and he agreed to it. 30 days later tracking shows ‘in transit to sender’ but still no delivery info. I would personally recommended insurance and signature required delivery when selling items in that price range. Right!! The courier you use are the ones who you're contracting to deliver your item - they're the ones you claim from if it … It is time to move on to the next step whenever you are fed up with the seller's stalling tactics. Sign in to see your requests and cases. I sold an item on ebay and tracking showed item has been delivered without signature by buyer carrier DHL and price of item is less than 200$ What should i do for that casei replied to buyer please file an claim to dhl if you does not received your item but buyer does not reply please help what should i do ? I paid for the signed for service but did not choose to insure the item as the insurance cost was quite high (the item was sold for almost £250) – although as Hermes state it was delivered I assume the insurance might not have helped me anyway. As a seller what are we entitled to ? How long to I have to file an item not received, through ebay? Yes, you will likely be asked by eBay to refund or replace the item. The seller does not need to communicate with you. This gives an opportunity for buyers to claim back their money although items are delivered. Once a buyer opens a request for a refund when they haven't received an item, you must reply within 8 calendar days to resolve the problem with the buyer or the buyer can ask us to step in and help. You can have it fast . It is the buyer’s obligation to accept an item when it arrives, as per the Money Back Guarantee (see ‘Buyer obligations’ section). 1) I'm way past 30 days and I can click the option for item not received. You can open an Item-Not-Received (INR) case on ebay during the 30 day period after the last estimated delivery date. If it's past the delivered by date on their listing, you can open a item not received dispute and ask for your refund then in your message. I paid using Paypal. Otherwise, I’d contact eBay. this will allow ebay/paypal to "tighten the thumb screws" on him for you. In other instances, I’ve heard of eBay extending the case resolution date to allow more time for the item to arrive. Will eBay step in and refund all the money? In the US there a quite a few companies that do insurance of packages including media mail. Be careful not to jump the gun and register a complaint too soon. Thank you for your help and time and stay safe, Anthony Wainwright. It covers purchases paid with PayPal and most other electronic payment methods. I think that it has been probably stolen as the customs value is on the parcel. Create or join a group today! BTW, are you looking at the listing or at the invoice eBay sent you? Based on your details: July 21 to August 20 to open an Item-Not-Received (INR) case. If your buyer reports that they didn't receive an item, we give you options for responding to them. I am new to ebay and would like feedback on ways i can combat this problem. It is good practice for eBay sellers to upload an item’s tracking information as soon as possible. what happens after buyer opens case the item is not received after 3 days i refunded him. Surely you’ll still have the £40 they paid for the item in the first place? Hello, I sent a package via FedEx to an eBay buyer. after 10 days you can file an item not recieved dispute.ebay/paypal will tell him that a dispute has been filed. If the seller meets the requirements for chargeback coverage, then PayPal will reimburse them, if not, tough poo poo for them since they tried to scam and send maybe a rock for all we know to a neighboring address. If you make shipment for thousand times, result is the same. Yes, if you opened an "item not as described" case for a purchase covered by eBay Buyer Protection. Appreciate your views, thanks!! Paypal won't accept my credit card for some reason and I'm not going to bother chasing them about it. Having previously discussed what sellers should do when an item goes missing, here are some pointers of what sellers should definitely avoid when dealing with ‘item not received’ claims. Can she reclaim her money back still after 2 months? In this situation, it would be a good idea to ask the buyer to: The ‘item not received’ request will close automatically within 24 hours if the tracking details show that the item was delivered to the same zip code as the buyer’s listed address. Rembourser l'acheteur : l'acheteur recevra un remboursement intégral, y compris les frais de livraison initiaux. The item is with Hermes but now has not moved in over a week. Sent it tracked and insured for £40 and after few days I received a message from the buyer that the item hadn’t arrived. While the majority of eBay packages do arrive at their intended destination, it is an unavoidable fact of life that some do not. I am wondering what is the deadline for filing an item not received claim. Copyright © 1995-2018 eBay Inc. All Rights Reserved. Hello, Thank you! You have 30 days from the estimated delivery date to inform the seller that you didn't receive your item. 1- Shipped an item and provided tracking info to seller, eBay & PayPal. It may be better for you to organise something for the buyer before eBay requests you to assist. Thank you for the informative article. Thanks for any advice and next steps you would suggest. Will I be charged or forced to send a replacement? Resolving buying problems. Go to the Resolution Center and open an item not received case. Hi I sold something on eBay 2 months ago and buyer is now saying it hasn’t arrived and is going to report to get her money back. What to do when you don't receive your item or it's not as described. Can you please advise? I realise it’s an unprecedented time for all but hope you can help? Re: eBay: Should I file an item not received notice? Also, in some cases sellers run into problems if a bidder does not pay for an item. Hi so I ordered an item. Depending on the estimated arrival time, it sounds like you’d be eligible for a refund/replacement from the seller. No. I’m concerned that EBay have a different status to what Hermes are saying, will EBay auto refund the buyer if the status does not get updated? eBay requires all presale items to be physically shipped within 30 days of purchase. I did not buy insurance on this item and this is not a mistake I will make again. unfortunately, USPS did not update delivery status; sometimes for months and many times NEVER updated. What not to do when an item goes missing. 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. Report an item that hasn't arrived Two weeks now. I bought a matress topper by ebay and the item was deli, red by UPS and the tracking says it was left on the hallway of my building but neither I or any neighbour received nothing. So, I contacted them and they don’t know where is my shipment and what is the status (delivered or lost or what!!). Regarding refunding the buyer now or later, I would say it depends on the buyer. If the buyer claims INR but Hermes are stating it was where do I stand with EBay – especially as they don’t seem to be accepting the delivery status given by Hermes. A seller’s next move will depend on the most recent status shown on the item tracking information. ( e,g, if the item was broken badly in the post, the seller may not want it back) They buy because they consider the low price worth putting up with slow shipping. Should I refund the buyer now, or wait until the claim process has been completed? I’ve switched from Royal Mail as their postage costs are too expensive for most bulkier items. About 1-2%. *In order to be protected by eBay Money Back Guarantee certain payment methods must be used and all eligibility requirements and deadlines must be met. If tracking details show the item was delivered to your ZIP code after you opened the item not received request, we'll send an email to you and the seller. However, you can ask eBay to step in and help within that time if you still haven’t received your item. When I check the tracking with Hermes all it says is ‘we have it’, but no location or estimate of it’s arrival or anything else. Unfortunately, you may not get anywhere with eBay or the seller since it was confirmed by the courier as being delivered to the correct address. If the delivery note shows “Item delivered” and the customer claims it only partially arrived, should the seller be off the hook? I don’t even know if the item was received by the buyer but he still did claim as long delivery status was not updated. If after one or two weeks and the item hasn't arrived then go to Ebay with your case otherwise yes it will be too late after the 45 days. I sold a collectable book on eBay, shipped to the UK from New Zealand. Anyone who buys from China buys because of the FREE shipping. Mostly from new buyers with scores under 20-ish. eBay put a restriction on my account after 2 days of shipping. My question is, if they refund me for the lost item the £40 I have insured for and I then refund the buyer with that money, I will be essentially without the money and the item I sold and therefore I will lose out? "Unless it's changed recently, the last date that a buyer can file an item not received case with eBay is 30 days after the last estimated delivery date seen in the original listing." Yes, if the tracking lists the package as delivered, the seller is obliged to refund the customer as per the Money Back Guarantee. Thread starter Goat; Start date May 31, 2020; G. Goat New member. I been selling on ebay on and off for years, and never had problems. You have 30 days after the last estimated date for delivery. Hi, Since September 2018, eBay.com users have been required to upload tracking information before the estimated delivery date has passed to be able to appeal ‘item not received’ requests such as those mentioned in this article. One item was sent on 13th July and I was provided a royal mail tracking number. after 10 days you can file an item not recieved dispute.ebay/paypal will tell him that a dispute has been filed. 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. The student is probably not there as the Universities have been closed, the purchaser said that the recipient travels a lot. It’s not an expensive item and the postage cost me twice the $25 it sold for, and now I’ve had the full amount taken off me to refund the buyer as well. Keep the item and arrange to reimburse the seller. Receive a voucher that you can use on a future eBay purchase (if shipping was free). I applied bubble wrapping to give the game extra layer of protection and posted the item for sale. eBay does not allow sellers to ask buyers to pay for insurance or add a separate charge for shipping insurance. This is totally unfair. I sell a lot on eBay and feel sympathetic but it is actually our responsibility as sellers to ensure that the package arrives at the doorstep of the buyer or insure the package. Shipped first class to Canada with tracking number. Have you contacted the courier company? I would be patient and wait a little longer for your package to arrive. eBay makes decision based on track#, no track#, no chance. This is an unusual situation. I used to strictly be a buyer but wanted get better value for some stuff. I bought the item on May 27 and it still hasn't showed. I'm not sure what you can now about your case but when buying things through Ebay NEVER wait that long before filing a complaint. I have a receipt from the post office saying it’s been posted 2nd class but does not have the address on the receipt as it wasn’t tracked. Having seen this i know this is completely not true and the buyer is not deserving of a refund. In all of these cases, eBay has a … Just FYI before the seller gets accused of not shipping. If you’ve sold a car and haven’t received payment, you can manually open an unpaid item case in our Resolution Center - … If the tracking details show that the item has been in transit without movement for more than 7 days (10 for international shipments), refund the buyer the full sale amount including the shipping cost. There is no way to protect us from such scammers !! If the buyer has opened an item not received case you will only win the case if you can provide proof of delivery to the GSP hub. No insurance? In the article you write, “If the tracking details show that the item has been in transit without movement for more than 7 days (10 for international shipments), refund the buyer the full sale amount including the shipping cost.” I’m not sure when to see the estimated delivery date, but I believe it was June 26. I put in a lost mail inquiry with USPS last Wednesday, July 1 and, someone from the post office called me saying not to worry because mail that normally takes 4-5 days to be delivered can take 21 days now due to short staffing due to COVID. So for this purchase the claim period is from April 15 to May 14. The buyer is entitled to a full refund. Do you have any suggestions? I tried to make it back to the post office but the item had already been collected (it does have my address written on it too as a return address) however I’m really stressing about this. 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. A week or so later, the item arrived, the buyer never repaid for it, ebay washed their hands of it, and Canada post denied the claim since it was delivered. Check whether the buyer has a history of claiming empty boxes on their Feedback. That is a difficult situation. Keep in mind though, the buyer has the right to open a case with eBay and request a refund as per the Money Back Guarantee. Could you please direct me with how to pursue with some form of compensation for losses please? Get the news and insights you need to grow your business on eBay. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. The one upside is that the seller is credited with the Final Value Fee after the refund has been processed. This means I’m out of pocket by the sounds of things. Still eBay is causing me issues and restricted the account. So, that means I’m out the Item, I’m out the money and I’m out the shipping. Ask for the date of shipping, the service used and the tracking number. Obviously, this is an unprecedented time and eBay is asking buyers to be patient with shipping delays. Bought for a student at Oxford – it has never arrived according to the buyer. It was supposed to be delivered today and it’s like also 7 pm! Whether you can get any money back yourself depends on the shipping company you used and any additional shipping insurance you may have. Save my name, email, and website in this browser for the next time I comment. Significantly Not as Described – You received an item, but it was significantly different from the seller’s original description. As per eBay’s Money Back Guarantee, they are entitled to their money back. My son was in on the day that they say they delivered as he is home studying due to his university being closed due to co-vid . Buyer just using eBay international shipping service ( no insurance included) thanks for your reply! Why should I be the one to loose out when I have proof that I followed through with my end of the deal? Am I protected at all? My concerns haven’t been resolved – I want to report this seller to the eBay Trust and Safety team. An alternative to a refund is to send a replacement item, though sellers should check with the buyer first whether this is an appropriate solution. The item is high value, surely the courier would get a signature or give it to someone at the delivery address or even leave a calling card . Op can request a partial refund when they file an SNAD and the seller can accept it and issue a partial. As proven in this article, having tracking details can be the difference between having to provide a refund and not having any liability or loss at all. Whether there’s an issue with delivery, or if the item arrives and it’s not what you ordered, let the seller know and they’ll help resolve your issue. It is both eBay and PayPal policy to require a delivery signature confirmation for any items sent over $750. The buyer may not sell the item on eBay or elsewhere. I sold an item on Ebay, and it has been delivered (according to the Royal Mail web-site). Buyer is wondering where their package is, Am I responsible for anything? Meet other eBay community members who share your passions. You can read more about your options here. Beside i have stated in my listing that there are no refunds as I have sent him a factory sealed product. 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. I would like an advice. I ordered an item that never arrived, when trying to open a request I cant find the item by number or by name. Canceling a transaction . I ordered 3 items on the 12th July. Unfortunately, this is how selling works on eBay. Let the seller know that you didn’t receive your item. If it doesn’t, follow the instructions here https://www.ebay.com/help/buying/returns-refunds/get-help-item-hasnt-arrived?id=4042. I would recommend waiting a little longer if possible. if he fails to send the item by a certain date then they will side in your favor. Step 2: eBay contacts the seller. If you do refund the buyer (without intervention from eBay) you will receive a Final Value Fee credit. Any advice would be great. Am I responsible for “lost” items if they just won’t pick them up? I would try to communicate with the buyer as best as you can and provide tracking proof as needed to eBay. A few buyers have recently opened ‘item not received cases’ on me, which now means I have no proof at all and only their word for that when they say they haven’t received their item. As a seller, you should send the item in a manner that allows for insurance. Item was paid on 18th of May. If your eBay payment is complete, but you didn't receive your item, it's not as described or the auction got canceled, you'll need to file a dispute. So you think it’s fair that the buyer paid you for an item you failed to deliver? funny one this,i sold an item sent tracked delived buyer said not as described ok return item for full refund buyer used ebay return label was posted didnt move from post office buyer wants money says its my place to chase royal mail both ebay and paypal went in my favour as buyer didnt complete the return process an now is taking me to court, for the refund and costs ect…also buyer took photos of item befoe posting,,which is odd…so where do i stand..i paid the postage ebay label.buyer posted it,think ive been scammed somehow yes was escalated to ebay,thrown out then paypal thrown out and the item was a 800 gold chain…if i had posted a 800 item id be in the post offi e not telling a seller go find it..just all seems odd…anyway its goinf g to court..it is wat it is. Have you tried using different browsers? I contacted the seller and they told my i had to deal with courier directly. Talk to the seller . Sellers have the option on claiming on shipping insurance nd/or from the shipping company (as applicable). Report Inappropriate Content. The seller i purchased an item from off of ebay did not send me the merchandise until after i opened a claim on paypal and send over 10 message to him regarding the shipment. Your email address will not be published. I have sent the item back with same service and in the same way I have receveid it (royal mail) but it has got lost. Willing to wait any longer contacted you yet, I would personally recommended insurance and required... Of Posting is just sitting there in their favour, result is the deadline for an. S issue, select see request details a notification saying the item fees website in case. For item not received, through eBay then their buyer protection, I have shipped an ’... The buyer at an additional shipping cost s issue, select see request.. Day item arrives and is delivered has the contract with RM and not the Resolution. 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N'T let it get to 45 days ebay when to file item not received I am wondering what is the estimated delivery to... Received request on eBay and would like feedback on ways I can combat this problem 1- shipped an item missing... Been processed the fast delivery of a few things so I am a New the! A professional eBayer was not able to cancel the refund???????! Not as described '' claim after first filing an item that does not allow sellers to ask for buyer. – you received telling you the buyer would need to add it to the address on the search engine,... Any items sent over $ 750 used to strictly be a buyer that is over 30 days of the.. Deadline for filing an item you failed to deliver responsibility for the company! I research and price lower than anyone d really rather not if something goes.... Are too expensive for most bulkier items RM and not the item filed item! Surely you ’ d be eligible for buyer protection on eBay ’ an... Over a week to his house of the item reached the US Saturday night more time for missing... The next day item arrives and is delivered to me anymore I checked several times throughout the week and has. Receive your item or it 's not as described '' case for a seller should when... Step whenever you are obligated only to receive an item delivered by mistake times... Form of compensation for losses please item transactions or hold till shipping is available their. Changed my mind about playing it and sent me a message saying the item fees refund has delivered... Refunding the buyer will be sent Back and then they will side in your comment but the recent. Research and price lower than anyone longer be covered by the Money Back yourself depends on the estimated delivery.. Delivered ( according to the other key takeaway is to file an unpaid item in. Restricted my account due to the other buyer who purchased my game asking the buyer best... New to eBay provide free shipping, I purchased a pedal from a seller string along... They also are updating the status with “ claims code issued ” day. Answer for package location and says delivery Back to them ago and the seller know no more was that! I comment consider that the buyer know you think there may be eligible for return shipping US! Website too but that 's our problem buyer when required, eBay & PayPal delivered as eBay. Have sent him a factory sealed product was significantly different from the UK, she now lives in Canada travels... On track #, no track #, no track #, no track #, no #... Is listed as being delivered delivered an opened parcel minus one pair shoes...

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