It is 30 days from last estimated date of delivery. Check your item's delivery information If your item hasn't arrived yet, the first thing to do is check the delivery information. Moving on, your only recourse is the eBay Moneyback Guarantee or the similar paypal program. Required fields are marked *. It is possible that you may have been targeted – the ’empty box’ scam, sadly, is a common one on eBay (more info here). Originally from the UK, she now lives in Canada and travels extensively. If after one or two weeks and the item hasn't arrived then go to Ebay with your case otherwise yes it will be too late after the 45 days. Hi I sold something on eBay 2 months ago and buyer is now saying it hasn’t arrived and is going to report to get her money back. I need to cancel a transaction. Any advice would be appreciated, thank you. The seller shipped pretty well right away. I do know some sellers who refuse to send any items without tracking, no matter their destination or what the buyer has paid, for this exact reason. In my opinion, your first step would be to confirm with the buyer whether or not the item arrived. I contacted the seller and they never replied. The item is from China and shipment could be up to 40 days. When a buyer opens an ‘item not received’ request, the first thing a seller should do is check the tracking information. The one upside is that the seller is credited with the Final Value Fee after the refund has been processed. Report a problem with a buyer. Save my name, email, and website in this browser for the next time I comment. kept the case going, then escalated, seller had to sent free items and paid shipping. The buyer has not contacted me so hopefully that means they have received the item – although I’ve not yet received feedback either (although thats not guaranteed I suppose). I contacted buyers to provide alternate addresses or hold till shipping is available to their country; they accepted and agreed. I did not buy insurance on this item and this is not a mistake I will make again. It is the buyer’s obligation to accept an item when it arrives, as per the Money Back Guarantee (see ‘Buyer obligations’ section). Do not ever let a seller string you along with promises to re-ship etc. Thanks for any advice and next steps you would suggest. I posted 2 pairs of shoes to a buyer. I don’t even know if the item was received by the buyer but he still did claim as long delivery status was not updated. As obviously this is a fault of Royal Mail. You can do this in eBay's Resolution Center or the PayPal Resolution Center. Copyright © 1995-2018 eBay Inc. All Rights Reserved. Buyers have 30 days from the estimated delivery date to inform the seller that they didn’t receive the item. Your email address will not be published. Hello, Obviously the buyer gets their money back but the seller has also lost money and item then so what are we allowed to get back ? If the tracking details show that the item has been in transit without movement for more than 7 days (10 for international shipments), refund the buyer the full sale amount including the shipping cost. The next day I got a notification saying the item is in transit. The only advice I can offer (besides asking buyers to remain patient and potentially giving them a heads up of delays) is to keep trying to follow up with Hermes or, alternatively, eBay. "Unless it's changed recently, the last date that a buyer can file an item not received case with eBay is 30 days after the last estimated delivery date seen in the original listing." Tracking is just as important if not more so from a seller’s point of view, as the buyer will always get a refund, but where is the piece of mind for the seller in all this? Once a buyer opens a request for a refund when they haven't received an item, you must reply within 8 calendar days to resolve the problem with the buyer or the buyer can ask us to step in and help. But the final decision always rests with eBay. If you are unwilling to refund or replace, you shouldn’t be in business. Thank you! As a Seller, why should I have to refund the buyer when I paid shipping if the USPS loses the Item. Thread starter Goat; Start date May 31, 2020; G. Goat New member. Talk to the seller . If the buyer does not pay you for the item, you may be eligible for a credit or refund from eBay for the insertion and final value fees you paid to have the items listed for sale. Also, please read eBay's Money Back Guarantee for buyers. One item has been missing for over three weeks now? 30 days after the last estimated date of delivery. Unfortunately, your only plan of action is to file a claim against the shipping company. They still tell me it has not. 1- Shipped an item and provided tracking info to seller, eBay & PayPal. The eBay Money Back Guarantee is not a product warranty. I post items from my store via mailbox all the time and it's just as reliable, but without a post office acceptance scan. Do I have any refund rights here myself? Your email address will not be published. Thanks fo this article, I have a similar issue here. What to do when you don't receive your item or it's not as described. The seller shipped pretty well right away. If you don't do anything then the buyer will be able to escalate the case and ebay will find in their favour. If you've sold a car and haven't received payment, you can manually open an unpaid item case in our Resolution Centre . Pixie. If the buyer claims INR but Hermes are stating it was where do I stand with EBay – especially as they don’t seem to be accepting the delivery status given by Hermes. 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. hi i recently sold an item (delived)buyer said not as described i offered to a full refund on safe return,buyer downloaded a ebay 48hr label i paid for)i sent 1st class signed for next day (item £800)fully insured,i didnt recieve it back,buyer opended paypal and ebay disputes,lost them both due to unable to supply tracking,now buyer saying its my place to chase it up with royal mail,and refund me..he posted item and has receipt,now saying take me to court for his refund +costs.? Right!! Or is it up to the buyer? This usually involves providing proof of the item’s value (a PayPal transaction record is one example of evidence) and a copy of the original shipping receipt. The PayPal fees will not be refunded. Give support, share information, and connect with fellow members. Can i make him wait another 7 days to see if he receives it or do o jave to offer a refund straight away? Sellers have the option on claiming on shipping insurance nd/or from the shipping company (as applicable). The order total is the value of the items purchased plus shipping and tax. I sold a collectable book on eBay, shipped to the UK from New Zealand. Yes, if you opened an "item not as described" case for a purchase covered by eBay Buyer Protection. Shipping times are hugely delayed right now due to the current situation. I have never seen such a shameless seller. I’ve had a look at the two postcodes of the two addresses and they’re 13 miles from one another but as I said, he’s not responding. Post office tracking shows them as delivered. I applied bubble wrapping to give the game extra layer of protection and posted the item for sale. Return the item for free and get a full refund if the listing offers returns. Op will have to return the item if he wants compensation. Yes, they should refund the item if there is proof it never arrived (the tracking does not show delivered) and it is past the estimated delivery date. As a seller, you should send the item in a manner that allows for insurance. Here recently customers are complaining that they are not receiving there packages. Resolving selling problems. 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. How long to I have to file an item not received, t... You have 30 days after the last estimated date for delivery.". Surely you’ll still have the £40 they paid for the item in the first place? There are major shipping delays right now due to the current situation. Provide tracking information . Never. Strange I was sitting my the door all day and nothing. It sounds like the buyer would no longer be covered by the Money Back Guarantee since they are effectively refusing delivery. So, that means I’m out the Item, I’m out the money and I’m out the shipping. If tracking details show the item was delivered to your postcode after you opened the item not received request, both you and the seller will get an email notification. Clearly a shipping company mistake. For some stupid reason the package ended up in Singapore. Hello. Get quick answers to important questions to get you selling faster and better! Any advice would be greatly appreciated! In all of these cases, eBay has a … Mostly from new buyers with scores under 20-ish. Buyers have up to 30 days after the estimated delivery date of an item to report it missing (eBay.com). Then you have to wait another 5 … He paid for one of them and did not pay for the second one for 3 weeks. Keep in mind though, the buyer has the right to open a case with eBay and request a refund as per the Money Back Guarantee. I was travelling, I sent the tickets for ebay, for UPS, I also opened a claim on UPS with also a filled form by the seller and now UPS closed the case and tell me to contact amazon (ebay, i think). i sold an item on ebay, and gave the buyer tracking information, The item has been stuck at a postal facility and hasn’t moved. I understand that this does need to be returned as the item was not ‘unsolicited goods’ but an item delivered by mistake. In the article you write, “If the tracking details show that the item has been in transit without movement for more than 7 days (10 for international shipments), refund the buyer the full sale amount including the shipping cost.” I’m not sure when to see the estimated delivery date, but I believe it was June 26. PayPal protect sellers against buyers who claim not to have received an item but the seller can prove they have, and from buyers who receive items but claim not to have authorised the payment. 5- One buyer purchased two items from me. eBay does not allow sellers to ask buyers to pay for insurance or add a separate charge for shipping insurance. You can file an item not received claim to receive a full refund within thirty days of the estimated delivery date for eBay, six months for Paypal. As a seller I’ve been posting the majority of my eBay sales via Hermes usually without any issues or problems these past 6 months. Any info would appreciated. As such, the seller you purchased from is violating eBay policy by ‘shipping’ something he doesn’t have. I can understand your frustration. With losses such as these, it sadly can’t be deemed or justified to be a safe or fair selling platform for both sellers or buyers at all in some instances? That day I got a notification from USPS saying the item is in transit, but delayed. Since September 2018, eBay.com users have been required to upload tracking information before the estimated delivery date has passed to be able to appeal ‘item not received’ requests such as those mentioned in this article. eBay: Should I file an item not received notice? The item shows as delivered on Hermes tracking site and states “Delivered, signed by household” – this was on the 2nd November . I asked an eBay seller for permission to return item before it was delivered to me. however you ask eBay to step in and help within this time, if you still haven't received your item. Hello, I sent a package via FedEx to an eBay buyer. If the courier loses the item, you are liable to refund the money to the buyer and then try and recoup funds from the courier. This means I’m out of pocket by the sounds of things. Thank you for your help and time and stay safe, Anthony Wainwright. "Furthermore, if there is a dispute as to whether the item was or was not actually received, this is a dispute between the buy and carrier, and not between the buyer and seller because, any obligation the seller has re delivery was extinguished when the goods where handed to the carrier." What do I do? Then the next day item arrives and is delivered. 432 Views. Keep the item and arrange to reimburse the seller. Shipped first class to Canada with tracking number. Hey so I order an stamp from eBay by mail and seller says it doesn’t have a tracking number and I contacted and when in person at the usps and they said they can’t do anything. Tracking information says it cleared customs but has been rerouted to sea shipping due to covid, and hasn’t moved for 3.5 weeks. Go to the Resolution Center and open an item not received case. If the seller meets the requirements for chargeback coverage, then PayPal will reimburse them, if not, tough poo poo for them since they tried to scam and send maybe a rock for all we know to a neighboring address. unfortunately, USPS did not update delivery status; sometimes for months and many times NEVER updated. Can I request ‘Lost Item’ status and refund from eBay due to USPS being the custodian of the item and unable to confirm item delivery back to seller? If the seller does not have any kind of tracking information, the resolution is the same. Get a refund for the shipping cost (if you paid for shipping). That doesn’t make sense to me. Should I refund the buyer now, or wait until the claim process has been completed? Thank you! Not only is this helpful for the buyer, it usually reduces anxious messages to the seller concerning the location of the item. However, you can ask eBay to step in and help within that time if you still haven’t received your item. I am wondering what is the deadline for filing an item not received claim. Hi All, We seem to be recently getting an unusually high number of reports from buyers that their items are not received. I been selling on ebay on and off for years, and never had problems. What is the eBay Money Back Guarantee? The seller i purchased an item from off of ebay did not send me the merchandise until after i opened a claim on paypal and send over 10 message to him regarding the shipment. I sold an item on Ebay, and it has been delivered (according to the Royal Mail web-site). Am I out of luck and should I refund the buyer? If a seller does not refund a buyer when required, eBay will forcibly take the funds to resolve the situation. Also, in some cases sellers run into problems if a bidder does not pay for an item. "Unless it's changed recently, the last date that a buyer can file an item not received case with eBay is 30 days after the last estimated delivery date seen in the original listing." Sorry to hear about your issue. ***** Merry Everything & A Happy Always . An alternative to a refund is to send a replacement item, though sellers should check with the buyer first whether this is an appropriate solution. (You might have to pay return shipping costs, but may be eligible for Return Shipping on Us. Yes, this is true and one of the most discussed disadvantages of selling on eBay (or indeed, online selling in general). The buyer has been of not help either. If tracking details show the item was delivered to your ZIP code after you opened the item not received request, we'll send an email to you and the seller. Is unfair, and the seller doesn’t reply to me anymore. I have been in communication with them and they have been understanding, but I’m not sure they will wait another two weeks and I’m honestly not sure it’s not lost, despite the postal service’s assurances, after such a long time with no tracking update. Hi Gemma, thanks for your reply at least, I do appreciate it as you must get these often. *In order to be protected by eBay Money Back Guarantee certain payment methods must be used and all eligibility requirements and deadlines must be met. Stating that the package never even enter US. The seller says that shipments are backed-up, due to the COVID-19 scare. So, buyer raised a claim and was refunded. If an item does not arrive within 60 days, buyers have to file … As per eBay’s Money Back Guarantee, they are entitled to their money back. While Unpaid Item Assistant works for most eBay listings, including items listed in eBay Motors, Parts & Accessories, it's not available for vehicle listings in eBay Motors. Why should I be the one to loose out when I have proof that I followed through with my end of the deal? !!!!!! Contacted Aust Post and they said the sender must contact them and lodge a missing parcel report. Op can request a partial refund when they file an SNAD and the seller can accept it and issue a partial. I won an auction and paid for the item. This is especially the case for higher value items. I’m cross as I’d specifically warned the buyer there were significant delays, and they wanted to go ahead. You could also ask the shipping company to investigate. I then replied saying that it was not a plant that arrived but an iPhone 8 and again politely requested it’s return. THe buyer has long since received a refund, but there seems no way for sellers to contact Hermes to claim the insurance. I sold an iPhone XR on eBay to an Italian buyer and tracking my package showing no update for 1month, gave buyer a refund and how to cover my loss? I realize it’s not the sellers fault, but it seems to me as it should be their responsibility to make sure the item gets to me. I worry because what if my package is left outside with no signature or them waiting for me to get it before they leave after leaving my package on the porch. Hi All, We seem to be recently getting an unusually high number of reports from buyers that their items are not received. Item was held by USPS in locker for 5 days then marked ‘RTS’ (Return To Sender) with original tracking number. You chose the low price of an Asian seller over the fast delivery of a North American one. Paypal won't accept my credit card for some reason and I'm not going to bother chasing them about it. Be careful not to jump the gun and register a complaint too soon. Ask for the date of shipping, the service used and the tracking number. It’s an unusual situation. Seller has not received item so has opened a case against me. You can try to contact eBay again but since the item is listed as delivered, the seller has completed their part of the transaction properly. Their Protections cover both buyer and seller. If you make shipment for thousand times, result is the same. Not sure what to do!? The courier you use are the ones who you're contracting to deliver your item - they're the ones you claim from if it … If the buyer has already opened a case, eBay may allow a delivery extension. Hi, I have purchased an item from eBay and the seller had send in 2 packages I have received one package but haven’t received the other one I can see with the tracking number that there’s no update with my package. eBay Money Back Guarantee timelines Item not received. if he fails to send the item by a certain date then they will side in your favor. I would contact UPS again also. For some reason a payment I made to a seller is not showing up on Paypal. What can i do and how do i get a full refund please. A seller then has 3 business days to provide a delivery update, offer a replacement or refund. Things have changed according to trinton. I recently purchased Zelda Breath of The Wild brand new factory sealed with receipt. I’ve switched from Royal Mail as their postage costs are too expensive for most bulkier items. If you do refund the buyer (without intervention from eBay) you will receive a Final Value Fee credit. The postman ‘allegedly’ delivered an opened parcel minus one pair of shoes. What not to do when an item goes missing. Unless of course the postman confirms that items were missing, but how can he actually know that…. eBay: Should I file an item not received notice? Report Inappropriate Content. La demande pour objet non reçu sera alors automatiquement clôturée sous 24 heures, sauf si l'acheteur demande à eBay d'intervenir. Stay up to date on any technical or platform issues that may be impacting your business. Hi Gemma I honestly see no other option. Resolving selling problems. Unfortunately, the buyer is still within their right to ask for a refund but you can try and fight this. Just FYI before the seller gets accused of not shipping. Do you have any suggestions? Then I realised my mistake looking at the tracking receipts and immediately contacted the other buyer (who was expecting a plant) to explain the situation and when I checked the tracking the item had been received and signed for so politely asked them to return the iPhone to me and I would reimburse their expenses. What eBay Sellers Should Do when an Item Goes Missing. I would send an innocuous ‘checking in’ message that does not indicate any concern about the item not having arrived yet (i.e. If the buyer has not contacted you yet, I would wait. If the buyer has opened an item not received case you will only win the case if you can provide proof of delivery to the GSP hub. This does seem incredibly unfair. I asked them to check our communication, but still even though .. they took action against me after 24 hrs of contacting eBay and confirming to me that there is no issue. So if I can't file through ebay then their buyer protection is BS. The item is high value, surely the courier would get a signature or give it to someone at the delivery address or even leave a calling card . Unfortunately, you may not get anywhere with eBay or the seller since it was confirmed by the courier as being delivered to the correct address. Buyer lodged complaint and it has been raised to customer support. Now if seller scammed and the address used is not the same as yours, and you paid by credit card at PayPal, file a credit card chargeback for item not received. Hermes are reportedly having real trouble with parcels currently, but they are arriving late. Our problem how can he actually know that… was only a $ 60 and. Specifically warned the buyer is still within their right to ask for a seller with a missing item is Hermes. What eBay sellers should do when an item not received after 3 I. Physically shipped within 30 days from the buyer find in their favour a book! 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