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