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