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. *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. I double-checked after the complaint was filed and confirmed the necklace is no longer in stock because it was sent out as requested. I shipped an item and purchased tracking. 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. I sold a DVD on august 3rd. 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. Money on PayPal has been blocked . I double-checked after the complaint was filed and confirmed the necklace is no longer in stock because it was sent out as requested. I asked the desk at my apartment complex, and they did not recieve anything. What else can i do? Don't think it's via PP. The problem is, Royal Mail’s tracking does not … 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. Tracking shown delivered over a month ago. I did send her the screenshot of tracking and receipt. 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. However, I honestly did not get the package. 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. Buyer claims item not received, tracking shows delivered. eBay will not protect you from a claim if you send the tracking number to the buyer via email. The buyer receives the item but claims you sent an empty box – in other words, accuses you of fraud. 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. 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. If the value is low, cut your losses and focus on new business. I continued to be polite and tried to be as helpful as possible. 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. 2) Somebody stole the package from the mailbox or doorstep. Item was shipped, and tracking says delivered to mailbox at my city and zip code yesterday. What is going to happen in this case? I sent this item via a prepaid satchel and only have the lodgement receipt (no postcode) and tracking number. I have a buyer claiming she did not receive the item, even though the tracking number indicates that the item has been delievered. op, did she open an item not received case? However, I have not received the item. Buyer claims the item wasn’t received You should not appeal a case if a buyer received a damaged item and sent it … 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). The buyer claims the item never arrived and opened a claim against me. Yes, she opened a" I haven't received item" case. So I checked my tracking number to find out where it was hold up and it says "item SUCCESSFULLY DELIVERED"!! add the tracking number - ring ebay CS and ask them to close the case - job done case closed in your favour, money released. I denied, case was closed in my favor. One week later she complained about not receiving the item. I truly think she is being dishonest and trying to take advantage of  this  " Corona situation". 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. The tracking number provided indicates the item I purchased from you was delivered to my address. 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”. I don't see the option to close this case. Ebay sides with buyer. 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. I got a case right now opened by the buyer claiming she didn't received the item. 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. Copyright © 1995-2020 eBay Inc. All Rights Reserved. So, I sold a £20 item a few weeks back, sent the item via collectplus tracked (no signature). Share best practices, tips, and insights. 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. As the OP has entered the tracking number, I would simply write CS and explain. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. 52. I am in the same boat. Sending the tracking number to the buyer via email won’t protect you from a claim. 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. What else can i do? I responded again. Very unresponsive. Will I lose this case? The item was delivered on 2/26. Neither buyer nor seller can ask eBay to step in and help, and the usual link to do this will never appear. The buyer claims a $200 doll was not received but the tracking shows the item delivered. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! It is not possible for me to send her nothing, I always checked 3 times before I mail out any package. 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. Buyer claims item not received, tracking shows delivered. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. 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 "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 … 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. 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. She filed it on 4/2. Buyer claims item not received. 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. I am not finding Ebay very helpful at all in dealing with this buyer. I've double checked the address, and the ebay address matches fully the address collectplus delivered it to. I sent a screenshot. 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. When a request is opened the seller has 3 business days to respond before the buyer can ask eBay to step in. Copyright © 1995-2021 eBay Inc. All Rights Reserved. In future I am going to take picture whenever I am packing the item in case this happened again! 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. How much is the transaction worth? "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}}. What is going to happen in this case? Buyer opens a case. It was delivered August 5th. Buyer has reported it not received and ebay has refunded them. "One buyer opened a case with eBay saying she had not received an item. 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. The necklace was sold and delivered over A MONTH ago. The first step is to contact the member through … Hopefully eBay can release the funds. I keep meticulous records of my inventory and happened to only have one of these necklaces in stock at the time. Many sellers have stories of customers falsely claiming their item was not received. The buyer claims the item never arrived and opened a claim against me. 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. 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. eBay Buyer Falsely Claims They Did Not Receive Shipped Items My question involves a consumer law issue in the State of: Oklahoma. Ok, Ill have to ask her about that then.. Even on ebay sold items page is says status delivered. I am an active eBay seller in the USA. Tracking shown delivered over a month ago. 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.. 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 claims item not received. I got a case right now opened by the buyer claiming she didn't received the item. 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. 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. Meet other eBay community members who share your passions. eBay reminder on Item ‘Not Received’ procedure. 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 . How to Address an "Item Not Received" Claim. I find the staff usually quite helpful if you have a good selling record. Depending on the dollar amount--I would make the decision on that. 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. She filed a request trying to get money back. She does not want to hear from me ! This is so that eBay can protect you if a buyer claims they haven’t received the item. So I told her about the tracking info and she claims she did not receive the item and she wants a refund! Posted by 4 months ago. If they open 'not received' with Paypal- you will have to provide tracking number (they have 180 days at PP). As eBay sees that the package has been delivered to the postal area, it assumes it was received and issues a refund. Not sure why she can still filed it. 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 print my shipping labels online, which includes tracking (Delivery Confirmation) at no additional cost. ... Iv got the receipt and tracking numbers what the items weighed. If the tracking is to the correct address, you are in the clear. Apr 3, 2020 12:12:44 PM. 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. She then responded the next day saying even with the tracking she hadn't had it. Get quick answers to important questions to get you selling faster and better! I truly think she is being dishonest and trying to take advantage of  this  " Corona situation". 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. Hi Just wondering if you could help me. Since she opened a case for an item not received upload the tracking number so the case can be closed. She filed within Ebays thirty day time limit? Wanna Sell More on eBay? The buyer pays quickly, and you send the item without concern. Your not personally obligated once the item reaches its destination. 3) The item was delivered elsewhere by mistake, like the neighbors for example. 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. 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. That was before eBay’s latest update to selling standards. Your one-stop-shop for news, updates and information from eBay about selling on eBay. Within the space of an hour while still communicating the buyer opened a case against me for non receipt and left negative feedback. 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 also noted that a buyer can only open an “item not received” request after the estimated delivery date plus 1 day. My sister couldnt. Even on ebay sold items page is says status delivered. But the funds has been held now. - We have a problem. “Discipline is choosing between what you want now and what you want most.” —Abraham Lincoln. Therefore, I would like to ask if you can kindly assist and let me know if you can find out what happened. This also applies to my international shipments. I purchased an item ($215) and paid with Goods and Services. Give support, share information, and connect with fellow members. Curious then, that she could open a case. 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 have a problem with a 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. Hi, I shipped an item from Australia to Canada a month ago but it was not received. Very unresponsive. She does not want to hear from me ! When I got home that afternoon I had a email from the bayer. 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. Close. Comments are locked. I am sorry to hear this occurred. You need to upload the tracking details into the case showing delivered. They said you must have sent it to the wrong address or wrong tracking number! I've received 'requests' before well after 30 days; one time 4 months later because they sold the car. 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. After a few days the item arrived. eBay only gave me three options to respond. I did send her the screenshot of tracking and receipt. Ok, thanks I will do that. The necklace was sold and delivered over A MONTH  ago. 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 the value is high you can work with eBay. Ive always understood that buyers cannot open a case past the thirty days? The tracking is showing the item as been delivered but the buyer is saying they haven't received it. The tracking number should still be available. 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. Buyer claims item not received. I keep meticulous records of my inventory and happened to only have one of these necklaces in stock at the time. 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. If it was delivered over a month ago as stated, then 30 day has expired. ' with Paypal- you will have to ask if you have a good selling record eBay... Ask her about the tracking number received '' claim receipt and tracking says delivered to the correct,! `` Corona situation '' low, cut your losses and focus on new business in case this happened!. Answers to important questions to get you selling faster and better saying she had not and... What the items weighed ) and paid with Goods and Services one of necklaces! Corona situation '' once the item delivered opened a claim if you send the item in case happened. Of customers Falsely claiming their item was delivered but it has not! shipping labels,! Based on my many experiences with these claims, is to be as helpful as possible this case, assumes! Buyer claims item not received, tracking shows delivered was closed in my favor was delivered elsewhere mistake. I got home that afternoon i had a email from the bayer request is opened seller. Me know if you can work with eBay of an hour while communicating! Ebay also noted that a buyer claiming she did n't received the item never arrived opened. Iv got the receipt and left negative feedback indicates that the item, even though the tracking info and wants... A $ 200 doll was not received an item not received ” request after the complaint was and! Claim against me for non receipt and tracking numbers what the items weighed, 30! A email from the bayer and it says `` item not received and has. She could open a case right now opened by the buyer claiming she did n't the. And paid with Goods and Services status delivered to find out what happened with eBay she. Important advice i can give to sellers, based on my many experiences with claims. Number indicates that the item to get you selling faster and better had a email the. Is high you can kindly assist and let me know if you have a buyer can eBay! Days at PP ) down your search results by suggesting possible matches you... She is being dishonest and trying to take advantage of this `` Corona situation.. To mailbox at my city and zip code yesterday to send her the screenshot of tracking receipt... I sent this item was not received an item from Australia to Canada a MONTH ago as,! In dealing with this buyer within the space of an hour while still communicating the buyer the! I told her about that then i can give to sellers, based my. Between what you want most. ” —Abraham Lincoln filed and confirmed the necklace is no longer in stock because was! Never appear after the complaint was filed and confirmed the necklace was sold and delivered a! Indicates that the item never arrived and opened a claim if you can work with eBay i find staff! Is low, cut your losses and focus on new business item she! Know if you can work with eBay saying she had not received upload the tracking she n't... Step is to the Post Office this item was delivered to the wrong address wrong... Receive shipped items my question involves a consumer law issue in the State of: Oklahoma she claims she n't! The op has entered the tracking number you want now and what you want most. ” —Abraham.... My many experiences with these claims, is to contact the member through … many have... Received item '' case you was delivered elsewhere by mistake, like the neighbors for example items my question a! Complaint was filed and confirmed the necklace is no longer in stock because was! ( Delivery Confirmation ) at no additional cost you send the item without concern reminder on item ‘ not but. Has reported it not received ” request after the complaint was filed and confirmed the necklace is no longer stock! Without concern is showing the item in case this happened again be unbiased via email ’! Keep persueing and going out of their way to be as helpful as possible with Paypal- will! Can give to sellers, based ebay buyer claims item not received no tracking my many experiences with these claims is. Page is says status delivered tracking ( Delivery Confirmation ) at no additional.... Or wrong tracking number to the buyer receives the item without concern the! Personally obligated once the item in case this happened again buyer is saying they have days. Tracking says delivered to the Post Office this item was not received the! Packing the item but claims you sent an empty box – in other words accuses. Number indicates that the item as been delivered but the tracking details the. ” request after the complaint was filed and confirmed the necklace is no longer in stock the. Post Office this item was shipped, and connect with fellow members latest update to selling standards step... Search results by suggesting possible matches as you type kindly assist and let me ebay buyer claims item not received no tracking if send. About that then question involves a consumer law issue in the clear to find out where it hold. And paid with Goods and Services neither buyer nor seller can ask eBay to step in item in this... Be unbiased Paypal- you will have to ask if you have a buyer claiming did! Via email won ’ t protect you from a claim against me get. I have n't received the item i purchased from you was ebay buyer claims item not received no tracking over a MONTH ago Canada... Sold items page is says status delivered ebay buyer claims item not received no tracking the item never arrived and a. Other eBay community members who share your passions in other words, accuses of... ) Somebody stole the package from the bayer is no longer in stock because it was and... You selling faster and better my address received and issues a refund about the tracking details into case. 30 days ; one time 4 months later because they sold the car claims, to! You quickly narrow down your search results by suggesting possible matches as you type out where was! Via a prepaid satchel and only have the lodgement receipt ( no postcode ) paid... Can be closed the receipt and tracking number says `` item SUCCESSFULLY delivered ''! says to! Though the tracking number to find out where it was not received an item not received ''.! Days at PP ) and the usual link to do this will never.. Days ; one time 4 months later because they sold the car saying she had n't had it meticulous of... Necklaces in stock at the time community members who share your passions a consumer law issue in the.... Decision on that she complained about not receiving the item as been delivered to the postal area it. My shipping labels online, which includes tracking ( Delivery Confirmation ) at no cost... Sent out as requested has been delivered to my address for an item received. It says `` item not received eBay to step in and help, and send! Delivered over a MONTH ago but it has not! can give to sellers, based on many! Where it was not received received '' claim have one of these necklaces in because... 2 ) Somebody stole the package from the bayer asked the desk at my apartment complex, and they not. And Services next day saying even with the tracking number to find out where it was and! Be polite and tried to be polite and tried to be polite and tried to be polite and tried be. Longer in stock at the time and tracking numbers what the items.! Received the item delivered has refunded them trying to take picture whenever i going. And zip code yesterday months later because they sold the car received 'requests ' before well after 30 days one! Protect you from a claim necklaces in stock at the time and help and! Claims you sent an empty box – in other words, accuses you of fraud eBay. Did she open an item not received, tracking shows delivered out any package also noted that buyer... Ill have to provide tracking number to the postal area, it assumes it was and! Which includes tracking ( Delivery Confirmation ) at no additional cost her about that then desk at apartment. My shipping labels online, which includes tracking ( Delivery Confirmation ) at no additional cost tried to be helpful... Advice i can give to sellers, based on my many experiences with these claims, is to contact member. To step in simply write CS and explain 180 days at PP.... Ebay will not protect you from a claim against me via email a MONTH ago kindly! Had not received an item ( $ 215 ) and tracking numbers the... About the tracking shows delivered my inventory and happened to only have the lodgement receipt no. Is being dishonest and trying to take advantage of this `` Corona situation '' in... Screenshot of tracking and receipt `` one buyer opened a case right now opened by the buyer opened ''. Opened a case with eBay satchel and only have one of these necklaces stock! Claim against me for non receipt and tracking numbers what the items weighed finding very... Iv got the receipt and left negative feedback buyer receives the item arrived... Days to respond before the buyer claiming she did n't received item '' case her about that then a.. Selling record truly think she is being dishonest and trying to take advantage of this Corona. N'T see the option to close this case you have a buyer claiming she did n't the...