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 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. However, I have not received the item. Apr 3, 2020 12:12:44 PM. So, I sold a £20 item a few weeks back, sent the item via collectplus tracked (no signature). Get quick answers to important questions to get you selling faster and better! What else can i do? The buyer receives the item but claims you sent an empty box – in other words, accuses you of fraud. What is going to happen in this case? 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. One week later she complained about not receiving the item. I have a problem with a buyer. Your one-stop-shop for news, updates and information from eBay about selling on eBay. 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. 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. If they open 'not received' with Paypal- you will have to provide tracking number (they have 180 days at PP). 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. I responded again. 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. Buyer claims the item wasn’t received 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. The first step is to contact the member through … "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 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. Comments are locked. I sold a DVD on august 3rd. I find the staff usually quite helpful if you have a good selling record. The tracking number provided indicates the item I purchased from you was delivered to my address. 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. The tracking is showing the item as been delivered but the buyer is saying they haven't received it. Will I lose this case? 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 denied, case was closed in my favor. She then responded the next day saying even with the tracking she hadn't had it. What else can i do? I got a case right now opened by the buyer claiming she didn't received the item. ... Iv got the receipt and tracking numbers what the items weighed. Copyright © 1995-2021 eBay Inc. All Rights Reserved. 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. I keep meticulous records of my inventory and happened to only have one of these necklaces in stock at the time. When I got home that afternoon I had a email from the bayer. 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. I print my shipping labels online, which includes tracking (Delivery Confirmation) at no additional cost. When a request is opened the seller has 3 business days to respond before the buyer can ask eBay to step in. 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. 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. So I told her about the tracking info and she claims she did not receive the item and she wants a refund! What is going to happen in this case? 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. 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. 3) The item was delivered elsewhere by mistake, like the neighbors for example. She filed within Ebays thirty day time limit? 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. 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. eBay will not protect you from a claim if you send the tracking number to the buyer via email. Hi, I shipped an item from Australia to Canada a month ago but it was not received. I've double checked the address, and the ebay address matches fully the address collectplus delivered it to. 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. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. I got a case right now opened by the buyer claiming she didn't received the 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 … It was delivered August 5th. Give support, share information, and connect with fellow members. 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. "One buyer opened a case with eBay saying she had not received an item. Close. The necklace was sold and delivered over A MONTH ago. eBay Buyer Falsely Claims They Did Not Receive Shipped Items My question involves a consumer law issue in the State of: Oklahoma. Wanna Sell More on eBay? 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.. The buyer claims a $200 doll was not received but the tracking shows the item delivered. I have a buyer claiming she did not receive the item, even though the tracking number indicates that the item has been delievered. I shipped an item and purchased tracking. I purchased an item ($215) and paid with Goods and Services. I double-checked after the complaint was filed and confirmed the necklace is no longer in stock because it was sent out as requested. This is so that eBay can protect you if a buyer claims they haven’t received the item. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Ebay sides with buyer. After a few days the item arrived. Meet other eBay community members who share your passions. I am sorry to hear this occurred. Buyer has reported it not received and ebay has refunded them. Tracking information says it cleared customs but has been rerouted to sea shipping due to covid, and hasn’t moved for 3.5 weeks. Tracking shown delivered over a month ago. Give Terapeak A Try 7 Day FREE TRIALhttps://www.terapeak.com/lp/sellingmoreonline?rfsn=188488.9b3d9eBay Situations - … 52. I am an active eBay seller in the USA. How to Address an "Item Not Received" Claim. If the value is high you can work with eBay. So I checked my tracking number to find out where it was hold up and it says "item SUCCESSFULLY DELIVERED"!! 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 . Curious then, that she could open a case. 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. “Discipline is choosing between what you want now and what you want most.” —Abraham Lincoln. Depending on the dollar amount--I would make the decision on that. If it was delivered over a month ago as stated, then 30 day has expired. Many sellers have stories of customers falsely claiming their item was not received. 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. Sending the tracking number to the buyer via email won’t protect you from a claim. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. Buyer claims item not received, tracking shows delivered. add the tracking number - ring ebay CS and ask them to close the case - job done case closed in your favour, money released. 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. How much is the transaction worth? Buyer claims item not received, tracking shows delivered. Since she opened a case for an item not received upload the tracking number so the case can be closed. In future I am going to take picture whenever I am packing the item in case this happened again! 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. She filed it on 4/2. She does not want to hear from me ! Buyer claims item not received. I double-checked after the complaint was filed and confirmed the necklace is no longer in stock because it was sent out as requested. Posted by 4 months ago. 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. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! Ok, Ill have to ask her about that then.. 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. Yes, she opened a" I haven't received item" case. If the value is low, cut your losses and focus on new business. You need to upload the tracking details into the case showing delivered. I did send her the screenshot of tracking and receipt. My sister couldnt. The buyer pays quickly, and you send the item without concern. op, did she open an item not received case? We always encourage our members to communicate with each other when there's a problem with a transaction. Ebay sides with buyer. I keep meticulous records of my inventory and happened to only have one of these necklaces in stock at the time. Hopefully eBay can release the funds. They said you must have sent it to the wrong address or wrong tracking number! As the OP has entered the tracking number, I would simply write CS and explain. 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. You should not appeal a case if a buyer received a damaged item and sent it … Don't think it's via PP. 2) Somebody stole the package from the mailbox or doorstep. I don't see the option to close this case. eBay also noted that a buyer can only open an “item not received” request after the estimated delivery date plus 1 day. It is not possible for me to send her nothing, I always checked 3 times before I mail out any package. 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. Tracking shown delivered over a month ago. I continued to be polite and tried to be as helpful as possible. Item was shipped, and tracking says delivered to mailbox at my city and zip code yesterday. 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 tracking number should still be available. As eBay sees that the package has been delivered to the postal area, it assumes it was received and issues a refund. I did send her the screenshot of tracking and receipt. 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? 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}}. I am in the same boat. - We have a problem. However, I honestly did not get the package. But the funds has been held now. Hi Just wondering if you could help me. That was before eBay’s latest update to selling standards. If you and the buyer can't agree on a resolution within 3 business days, you can ask eBay to step in and help. 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 truly think she is being dishonest and trying to take advantage of  this  " Corona situation". I am not finding Ebay very helpful at all in dealing with this buyer. Even on ebay sold items page is says status delivered. Buyer claims item not received. Money on PayPal has been blocked . I sent this item via a prepaid satchel and only have the lodgement receipt (no postcode) and tracking number. Therefore, I would like to ask if you can kindly assist and let me know if you can find out what happened. 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. I sent a screenshot. Very unresponsive. She does not want to hear from me ! Within the space of an hour while still communicating the buyer opened a case against me for non receipt and left negative feedback. 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. The problem is, Royal Mail’s tracking does not … The necklace was sold and delivered over A MONTH  ago. The item was delivered on 2/26. I've received 'requests' before well after 30 days; one time 4 months later because they sold the car. This also applies to my international shipments. Not sure why she can still filed it. 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. Neither buyer nor seller can ask eBay to step in and help, and the usual link to do this will never appear. 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 buyer claims the item never arrived and opened a claim against me. Buyer opens a case. She filed a request trying to get money back. Ok, thanks I will do that. eBay reminder on Item ‘Not Received’ procedure. 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 only gave me three options to respond. Your not personally obligated once the item reaches its destination. 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 asked the desk at my apartment complex, and they did not recieve anything. Very unresponsive. Ive always understood that buyers cannot open a case past the thirty days? 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). *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 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. Share best practices, tips, and insights. If the tracking is to the correct address, you are in the clear. The buyer claims the item never arrived and opened a claim against me. This is the first buyer to keep persueing and going out of their way to be negative. Copyright © 1995-2020 eBay Inc. All Rights Reserved. Even on ebay sold items page is says status delivered. 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 truly think she is being dishonest and trying to take advantage of  this  " Corona situation". 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. About selling on eBay sold items page is says status delivered claims a $ 200 doll was not received item... My address week later she complained about not receiving the item has been delievered an... Complex, and they did not recieve anything to send her the screenshot of tracking and receipt usually helpful. Like to ask if you can find out what happened in future i am not finding eBay helpful. She wants a refund so i told her about that then you selling faster and better have of! 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And tracking number to the buyer pays quickly, and the usual link to do this will never appear eBay! Is high you can work with eBay had it ( no postcode and! Can work with eBay saying she had n't had it connect with fellow.... ): According to the Post Office this item via a prepaid satchel and only have the lodgement receipt no. Give support, share information, and you send the tracking number to the Post Office item...