3 min article
Helping your buyers with items not received

Sometimes despite your best attention, a buyer doesn't receive an item you sent and they may open an "item not received" case.

If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information showing that it was delivered.

To start the refund process, the buyer opens what we call a case. We'll send a message to your registered email address – it'll also be available in your Messages - opens in new window or tab – with all the details, and your options for resolving the issue.

To ensure their issue is resolved as quickly as possible, you should respond within 3 business days.

Tip
Always report missing packages to the postal carrier you used – they may be able to find them and return them to you.

What to do when a buyer opens an item not received case

In the email, select See case details. You'll see whether the buyer is requesting a refund or would prefer to still receive the item. You'll also see your response options:

Add tracking details – You can provide tracking information showing the date you posted the item, the date it was delivered, and the address it was delivered to. If the item is worth more than $750, it should also show the signature of the recipient.

More info

Here's how to add tracking information:

  1. Select Add tracking details and then Continue
  2. Enter the tracking number, or if you don't have it, the date you posted the item
  3. Select the postal carrier you used from the dropdown list
  4. You have the option of adding a note to the buyer
  5. Select Add tracking details

Refund the buyer – The buyer will get a full refund, including the original postage costs. Choose this option if tracking details show that the package has been in transit for 7 days or more (10 for international deliveries).

More info

Here's how to refund the buyer:

  1. Select Refund the buyer and then Continue
  2. You'll see the refund amount, and you have the option of adding a message to the buyer
  3. Select Refund the buyer

The buyer will be refunded through their original payment method, and your final value fee will show as a credit on your next invoice.

Send a message to the buyer – If the buyer would rather have the item than a refund, contact them directly to arrange the replacement. If you can't agree on a resolution within 3 business days, you can ask eBay to step in and help.

More info

You can contact the buyer directly to try to resolve the issue:

  1. Select Send a message to the buyer
  2. On the next page, enter your message and hit Send

It's worthwhile asking the buyer to review the delivery address they provided, and to check with their neighbours in case the item was delivered when they weren't home.

You can also use this option if the buyer would rather have the item than a refund. Let them know their replacement is on its way, then post the new item and upload tracking information to the request.

If there are any issues or if you can't come to an agreement with the buyer after 3 business days, you can ask us to step in and help.

Resolve an item not received case

Asking eBay to step in

If you can't resolve the issue with the buyer within 3 business days, you can ask us to help.

Simply go to the Resolution Centre - opens in new window or tab, select Take action next to the case, and then choose Ask eBay to step in.

We'll look into the request and resolve the issue as fairly as possible.

If we find on behalf of the buyer, we'll issue them a refund covering the price of the item including the postage cost. The refund amount will be added to your next invoice, and your seller standard may be affected.

If you disagree with our decision on a case, you can always appeal within 30 days by providing new documentation proving that the item was delivered.

The easiest way to resolve "item not received" cases is to provide tracking details showing the delivery date of the item.

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