What to Do if Your Ebay Item Doesnt Arrive

As a top-rated eBay seller, I want to aid all eBay sellers realize their potential for maximum sales and all-time practices.

If an eBay buyer claims they didn't receive an item you sent them, yous may not owe them a refund.

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Whether y'all are an eBay newbie or an experienced, high-volume seller, you are well-nigh likely going to have to bargain with an "item non delivered" case at some indicate. These cases can exist discouraging, but there are certain procedures that must be followed regardless. At that place are 4 possible reasons you might meet an "item not received" case, merely regardless of the reason, you may be protected.

Article Contents

• Am I Protected equally an eBay Seller?
• The 4 Possible Reasons for an "Item Non Received" Case
• How to Avoid Negative eBay Feedback if a Buyer Doesn't Receive Their Bundle
• How to Address an "Item Not Received" Claim
• What Concluding Decision Tin can I Wait?

Am I Protected as an eBay Seller?

The one absolute way to protect yourself as a seller is to utilize eBay or PayPal shipping labels. Using 1 of those 2 services ensures that you have washed everything possible from your end to ensure the buyer's package is en route to the address the buyer provided.

So, to answer the question that nearly sellers may accept, if you have used one of the two services mentioned in a higher place, and the tracking information shows that the detail was delivered, y'all are protected past eBay'south seller-protection programme and are not required to refund the buyer.

In eBay's opinion, yous did everything you could before the postal service took possession of the bundle. Once it has left your possession, you are no longer in control of the package's destination. Unfortunately, the buyer can still go out negative feedback on your profile if they choose.

The iv Possible Reasons for an "Item Not Received" Case

There are four (and only 4) reasons an item tin can be marked as delivered but not received past the buyer.

1. The Heir-apparent Is Lying

Believe information technology or not, this is the well-nigh mutual reason for an "item not received" merits. Fortunately, this is usually the easiest scenario to address. If a buyer is lying about receiving an item, they have probably done and then in the past or volition do then once again in the future.

If the buyer has less than five feedback ratings and/or has been an eBay fellow member for less than a month, chances are you are dealing with a shady customer—pardon the pun.

2. The Item Has Not Been Delivered Yet

Every bit with any profession, the post has employees that do not ever follow the rules and regulations—this is a fact. The following statement is not an assumption; it actually happened to me.

Before delivering a package, a postal carrier can scan it. If the carrier cannot fit an item into a mailbox and decides the parcel should not be set outside of a house, they can and will retain the package and hold it for hereafter delivery.

I have experienced that scenario on several different occasions. Is it supposed to happen? No, a package should merely be scanned as delivered afterward information technology has definitively reached its destination.

3. The Detail Was Delivered to the Wrong Accost

If you used either PayPal or eBay shipping labels, this should not be the reason. Notwithstanding, you still have to allow for postal error. After all, no one is perfect. Normally, if this happens, you can contact the local mail service and request that they locate the parcel. In most instances, since opening post that does not belong to you is illegal, improperly delivered postal service volition exist returned to the postal service role.

four. The Item Was Stolen

While this is the least common reason, it does happen. If this is the example, it is still the heir-apparent's responsibility to contact the postal service for an insurance claim. If the package was not insured, the heir-apparent could even so recover their payment via PayPal, but that is solely their responsibility. As discussed previously, once the packet is in the possession of the postal carrier, information technology is out of your control.

How to Avoid Negative eBay Feedback if a Heir-apparent Doesn't Receive Their Parcel

To address the trouble of possibly receiving negative feedback, consider the post-obit options:

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Option 1

If the particular in question was purchased for less than $10, consider giving the buyer a full refund. After refunding the buyer, report them to eBay, cake them from bidding on your future items, and consider this a $10 investment to ensure y'all never have to deal with them once again.

Pick 2

If the total price of the item was more than $10, follow the eBay case process. Once the case is airtight, the heir-apparent may leave negative feedback. You can, nevertheless, dispute/written report the feedback as fraudulent or inaccurate. If the heir-apparent has few feedback ratings on their account or is a new customer, that bodes well for you, as eBay usually favors the member with the improve reputation.

Be certain to report the buyer to eBay besides to help future sellers. If the heir-apparent is questionable and receives another report in the future, eBay can go back and remove their negative feedback if they didn't already practise and then when you first reported it.

Mail service commitment is complicated, and mistakes practice get made.

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How to Address an "Item Not Received" Claim

The almost important advice I can give to sellers based on my many experiences with these claims is to be unbiased. If a buyer claims that they have not received their particular, but the tracking information states that it was delivered, practise non jump to the conclusion that the buyer is lying.

Send a message to your heir-apparent, provide empathy, and let them know that you volition do your all-time to resolve this dispute for them. Inform the buyer most the actions that you will exist taking, such every bit:

• Notifying eBay
• Notifying PayPal
• Contacting their local postal carrier
• Opening a instance with the postal carrier involved

Practise non give your opinion on whether you lot believe they are telling the truth or if the package may take been lost. This reflects doubt. If a heir-apparent is lying, they will use whatsoever sign of doubt to prolong their claim and try to get the item for free. Exist as concise equally possible and apply only professional etiquette to inform your buyer of the actions that will be taken.

What Final Decision Tin I Expect?

As addressed earlier, you will not exist required to issue a refund if y'all used either eBay or Paypal shipping labels. That being said, negative feedback is still a possibility.

eBay's final decision is based on their discretion. If eBay decides that the buyer is existence honest well-nigh not receiving their particular, and/or the item in question can not be located or confirmed as delivered, eBay may dominion in favor of the buyer.

This does not hateful that you have to issue a refund. It just means that the instance was not resolved by yous, the seller, and this will exist reflected your seller statistics. If you simply accept one of these per month, it won't make a divergence in your seller level.

Unfortunately, eBay has become a place that holds truthful to the historic period-old motto, "the customer is always right." The all-time matter y'all can practice for yourself is to sweep this experience under the rug and move forward. Try non to feel cheated and realize that heir-apparent complaints are simply a nasty but unavoidable part of having to practise business organization online.

Every business has to deal with customer dissatisfaction. Your business cannot be the exception to the dominion. Good luck!

This article is authentic and truthful to the best of the author's noesis. Content is for informational or entertainment purposes just and does not substitute for personal counsel or professional person communication in business concern, financial, legal, or technical matters.

Tara on June 19, 2020:

I simply wanted to say thank you lot for this article. I am a relatively new seller and only received a bulletin that an particular wasn't received ii days after showing it was delivered. I automatically assumed the worse merely after reading your article, I realized that was the worse possible manner to arroyo the issue. I myself take ordered an detail on ebay that never showed up so why should I assume the same didn't happen to my buyer. I submitted an Online Help Request form with USPS and the buyer's going to bank check with her neighbor. USPS got back to me the next 24-hour interval and are looking into it. Fingers crossed!

John on May 22, 2019:

a lot of times it'south a picking error from the Seller so make sure you check your picking slip and the stock level earlier accusing the customer.

nick on Dec 22, 2018:

Yous requite all this info but the existent truth is even if you use paypal shipping labels if thers is NO TRACKING the seller is shit out luck and the BUYERS are using this day in day out to scam sellers of items and they then you accept Ebay taking the side of the Heir-apparent and they get ther money back and the item. EBAY has go nothing more than then SCAMMERS DREAM The honesty and truthfulness of people has gone out the door, this is the reality of online ownership. I bet this cons would not have the guts to go into a shop and walk out with a product/item in the hands with out paying for it, and so yes they hide under a coat and endeavour to walk and that is what they are doing on EBAY ther using EBAY'due south and PAY PAL heir-apparent protection to SCAM

June Whittle on September 02, 2018:

All I need to know is what to exercise when my purchase is not received. delight aid.

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Source: https://toughnickel.com/self-employment/What-To-Do-When-A-Buyer-Claims-Their-Ebay-Item-Was-Not-Delivered

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