3 min article

Help a buyer with an item they didn't receive

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.

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.

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 Messages - opens in new window or tab.

Once a request is opened, you've got 3 business days to respond and sort things out. After that time, either you or the buyer can ask us to step in and help resolve the issue.

Resolve an item not received request

Tip
When a buyer opens a request, please be aware that funds related to the sale may be put on hold. Once the issue is resolved, or we make a decision in your favour, the hold is lifted and the funds are available again. If you're a managed payments seller, once a hold is lifted, you'll receive your funds in your next payout.

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

In the email you received telling you the buyer's issue, select See request details. You'll find information on 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 need to provide tracking within 3 business days of the request being opened, if you haven't done so already. For you to be protected, tracking must be from an integrated carrier and must include the date you sent the item, the date it was delivered, and the address it was delivered to. If the order has a total cost (total of item(s), postage and any applicable tax) of $750 or more, it should also show the signature confirmation of the recipient. Learn more about our signature confirmation requirements.

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 sent the item.
  3. Select the carrier you used from the drop-down list.
  4. You have the option of adding a note to the buyer.
  5. Select Add tracking details.

 

Refund the buyer – You'll send the buyer a full refund, including the original postage costs. Choose this option if you don't have tracking details from one of our integrated carriers showing the item was delivered to the address on the order, or showing the package has been in transit without movement for 7 days or more.

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 you may be eligible for a final value fee credit. If you're a managed payments seller, learn how refunds work.

 

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. 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.

If we're asked to step in and help and you hadn't uploaded tracking from an integrated carrier, and/or if there is no acceptance scan showing, you won't be protected.

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 select 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.

 

Sending a replacement item – If the buyer would rather have the item than a refund, use the "Send a message" option to offer them a replacement. Once you've sent the replacement, let them know it's on the way and upload tracking information to the request.

Tip
You should report missing packages to the carrier you used – they may be able to help.

Get help from eBay

If you and the buyer haven't been able to resolve the issue within 3 business days, we're always ready to step in and help.

If we're asked to step in and help and you hadn't uploaded tracking from an integrated carrier, and/or if there is no acceptance scan showing, you won't be protected. Learn more about seller protections.

Learn more about asking eBay for help.

The easiest way to resolve "item not received" requests is to provide tracking details from an integrated carrier showing the delivery address and delivery date of the item.

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