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