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