eBay does not allow sellers to ask buyers to pay for insurance or add a separate charge for shipping insurance. It sounds strange that you have purchased an item but can’t find the record. Seller has sent the item as it can be tracked to Aust Post depot in Sydney, but that's where it stops. funny one this,i sold an item sent tracked delived buyer said not as described ok return item for full refund buyer used ebay return label was posted didnt move from post office buyer wants money says its my place to chase royal mail both ebay and paypal went in my favour as buyer didnt complete the return process an now is taking me to court, for the refund and costs ect…also buyer took photos of item befoe posting,,which is odd…so where do i stand..i paid the postage ebay label.buyer posted it,think ive been scammed somehow yes was escalated to ebay,thrown out then paypal thrown out and the item was a 800 gold chain…if i had posted a 800 item id be in the post offi e not telling a seller go find it..just all seems odd…anyway its goinf g to court..it is wat it is. Not only is this helpful for the buyer, it usually reduces anxious messages to the seller concerning the location of the item. An Analysis. Seems a bit unfair, do we both get compensation ? Any ideas how they can advertise tracking for their services when they don’t actually provide any? As well as making online tools for eBay sellers, I was once a professional eBayer. Thanks for any advice and next steps you would suggest. No. If the item is arriving late, I’d recommend asking the buyer to wait a little longer. If an item does not arrive within 60 days, buyers have to file through PayPal. In this case, the seller is being protected against buyers who, having accepted the long shipping period, which is stated on the listing, get impatient before the item could possibly be delivered. 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. In the US there a quite a few companies that do insurance of packages including media mail. I did this and they are saying they delivered it and sent me a picture of my sons front door . 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. Sent an item I sold through eBay’s global shipping program. Also if it is a fraud, will I be covered as a buyer? It shows it has shipped and the Tracking states it is Arriving Late. Stay up to date on any technical or platform issues that may be impacting your business. I’m cross as I’d specifically warned the buyer there were significant delays, and they wanted to go ahead. I would contact UPS again also. For some stupid reason the package ended up in Singapore. Please help . Anyone who buys from China buys because of the FREE shipping. While the majority of eBay packages do arrive at their intended destination, it is an unavoidable fact of life that some do not. Stay up to date on important eBay policy and product updates. 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. No tracking wanted on the parcel, I find that overseas buyers don’t want tracking as it increases the cost of postage a lot. Talk to the seller . 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. When shipping items, be careful to carefully keep and store tracking details for future reference. You may not open an INR claim early on eBay. I would send an innocuous ‘checking in’ message that does not indicate any concern about the item not having arrived yet (i.e. The buyer may not sell the item on eBay or elsewhere. What not to do when an item goes missing. I need to cancel a transaction. If they leave the package on the porch and I never received it, then technically the tracking number shows it’s “delivered” but will I get my money back if someone steals it and I never get it? I have no proof that I have sent it. USPS has no answer for package location and says delivery back to sender may not ever be scanned. I put in a lost mail inquiry with USPS last Wednesday, July 1 and, someone from the post office called me saying not to worry because mail that normally takes 4-5 days to be delivered can take 21 days now due to short staffing due to COVID. I honestly see no other option. 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. Mostly from new buyers with scores under 20-ish. Resolving buying problems. As proven in this article, having tracking details can be the difference between having to provide a refund and not having any liability or loss at all. Sorry to hear your package hasn’t arrived safely to the buyer. As per eBay’s Money Back Guarantee, they are entitled to their money back. The tracking number shows the package was delivered however he has filed an Item Not Received claim with eBay. I can understand your frustration. I did not buy insurance on this item and this is not a mistake I will make again. 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. It been almost 2 weeks past when it was supposed to be delivered. So in this case, since the item has been updated as ‘delivered,’ eBay should take your side if there is a case. Here’s what you should do https://www.ebay.com/help/buying/returns-refunds/get-help-item-hasnt-arrived?id=4042. Re: Is there a time limit to report an item not received You have up to 45 days to file a dispute with paypal and when you have filed a dispute up to another 20 days to escalate it to a claim. You have 30 days after the last estimated date for delivery. Sold item, buyer claimed it didn’t arrive – Hermes info said shoud arrive one day, then was back “in transit” the day after, where it has stayed for two months. Hiya, I recently sold an item on eBay almost a month ago and the seller is saying it hasn’t been delivered. Why should I be the one to loose out when I have proof that I followed through with my end of the deal? Thank you. Hi Gemma, thanks for your reply at least, I do appreciate it as you must get these often. Hi All, We seem to be recently getting an unusually high number of reports from buyers that their items are not received. Op will have to return the item if he wants compensation. Their Protections cover both buyer and seller. I sell a lot on eBay and feel sympathetic but it is actually our responsibility as sellers to ensure that the package arrives at the doorstep of the buyer or insure the package. 1- Shipped an item and provided tracking info to seller, eBay & PayPal. If your eBay payment is complete, but you didn't receive your item, it's not as described or the auction got canceled, you'll need to file a dispute. What are my responsibilities as a seller, if the the post office leaves a notice in the buyers mailbox telling them to come to the po to pick their item up due to their box being full or having package restrictions (can’t leave package outside at their particular residence)…but the buyer misses or ignores the notice and just doesn’t go pick up their package? Resolving selling problems. 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.? I tried the Packlink website too but that just sends me back to Hermes? Buyers using eBay.co.uk have 30 days from the estimated delivery date to inform the seller that they have not received the item. According to eBay, the seller would no longer be liable since they have met the obligation of the item being delivered. So what should I do, please help! If I refund the buyer due to USPS mail being lost, do eBay and PayPal return the item fees? Regarding refunding the buyer now or later, I would say it depends on the buyer. Will I be charged or forced to send a replacement? About 1-2%. Stating that the package never even enter US. Hi I received my purchase of Zelda breath of the wild switch but there is NO GAME INSiDE THE BOX whats going on where did you get it, as I am not happy at all my son opened it in front of me he took the wrapper off opened the box and it’s empty nothing inside at all , it’s as if someone has removed the plastic wrapper and took the game cartridge out then put the wrapper back on , this needs sorting out , my son is very upset. Unfortunately, due to the Money Back Guarantee, the buyer may be eligible for a refund whether you allow refunds or not. I have a receipt from the post office saying it’s been posted 2nd class but does not have the address on the receipt as it wasn’t tracked. In this scenario, I would contact eBay. The postman ‘allegedly’ delivered an opened parcel minus one pair of shoes. Receive a voucher that you can use on a future eBay purchase (if shipping was free). Is unfair, and the seller doesn’t reply to me anymore. I bet plenty of sellers would agree with you! Will, I be held liable to refund the money even though it is the courier’s fault? You may need to re-read about the obligations of eBay buyers and sellers because it appears you have missed some important information. I opened lost item enquiry with the courier and I’m awaiting for the results. There are major shipping delays right now due to the current situation. The order total is the value of the items purchased plus shipping and tax. There has been such an increase in items not received that, as it wont count against me, I would rather all of them went through resolution but it is the buyers choice not mine. In the email you received telling you the buyer’s issue, select See request details. eBay’s Money Back Guarantee is moot as soon as an item is listed as being delivered to the correct address. Hi Gemma. What do I do? Thread starter Goat; Start date May 31, 2020; G. Goat New member. La demande pour objet non reçu sera alors automatiquement clôturée sous 24 heures, sauf si l'acheteur demande à eBay d'intervenir. Otherwise, I’d contact eBay. Thank you! Obviously as I didn’t send the item it’s not my fault that he hasn’t received his item. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. Sorry to hear about your issue. 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. Be careful not to jump the gun and register a complaint too soon. The seller does not need to communicate with you. It is free to get the proof, but you are only covered up to £20 (though a seller can only claim the amount they paid for the item, not what they sold it for). There is no way to protect us from such scammers !! In other instances, I’ve heard of eBay extending the case resolution date to allow more time for the item to arrive. Not sure what to do!? It is possible that you may have been targeted – the ’empty box’ scam, sadly, is a common one on eBay (more info here). Why should I have to refund the cost? If Royal Mail lost the package, you should be able to make a claim. 1) I'm way past 30 days and I can click the option for item not received. Why should I have to refund them. Shipped first class to Canada with tracking number. "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." Seller without shipping insurance will likely find themselves out of pocket for missing item transactions. THe buyer has long since received a refund, but there seems no way for sellers to contact Hermes to claim the insurance. If there is no luck with the shipping company, eBay may request a partial refund. If eBay agree the item wasn't as described, the seller refunds item cost, original postage cost and seller has to pay return postage costs for the item if they want it sent back. 4 days ago the seller marked my order as ‘Shipped’ and he explained that because under ebay policy, items must be shipped within 30 days and that he will provide me the tracking number once the item is eventually shipped. this will allow ebay/paypal to "tighten the thumb screws" on him for you. I sell many silver coins. 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? That was the last notification I received. When opening a dispute, the buyer indicates whether the item was not received or whether it was received but significantly not as described. That is a difficult situation. Also, please read eBay's Money Back Guarantee for buyers. 432 Views. I’ve switched from Royal Mail as their postage costs are too expensive for most bulkier items. I have been told by my buyer that they have not recieved the parcel, I have sent them the tracking number which proves it has been delivered. You have 30 days after the last estimated date for delivery. This allows the few serial non receivers of their goods to freely continue getting their freebies without ebay or sellers ever being able to do anything about them. Canceling a transaction. Yup, have a similar problem. We are in unprecedented times and courier companies are having to adapt, with delivery systems changing to fit with current social distancing measures. I have the order number but they do not appear on my purchase list. It seems it’s a nonsense loophole and both are blameless? 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. Any info would appreciated. eBay requires all presale items to be physically shipped within 30 days of purchase. Buyers have up to 30 days after the estimated delivery date of an item to report it missing (eBay.com). Otherwise, as I said before, your choices are your responsibility. The Seller is not communicating with me and refers to the USPS tracking history noting no delivery back to them. Hi Gemma It is both eBay and PayPal policy to require a delivery signature confirmation for any items sent over $750. Hi Gemma , I purchased a guitar and amp on Ebay Australia through my UK account. In my opinion, your first step would be to confirm with the buyer whether or not the item arrived. Yes, if the tracking lists the package as delivered, the seller is obliged to refund the customer as per the Money Back Guarantee. The seller does not have any liability for the missing item. Step 2: eBay contacts the seller. They recommened that he file a police report for stolen property. The seller is responsible for the item until the buyer receives it. I have tried looking around for an answer but I'm still not sure of a few things so I am asking for clarification. Am I responsible for “lost” items if they just won’t pick them up? That's it. All it still says even to today (Friday) is electronic shipping info. eBay’s position on missing items is clear – buyers are entitled to a refund under the Money Back Guarantee. The buyer will win the case because you do not have tracking to prove was sent to the correct address. Buyer just using eBay international shipping service ( no insurance included) thanks for your reply! If your item hasn't arrived, you're protected by the eBay Money Back Guarantee and can either ask the seller for a refund, or for them to send you out a replacement item (if they have one). I am so frustrated and really feel for my customers. Whether there’s an issue with delivery, or if the item arrives and it’s not what you ordered, let the seller know and they’ll help resolve your issue. I applied bubble wrapping to give the game extra layer of protection and posted the item for sale. So, I contacted them and they don’t know where is my shipment and what is the status (delivered or lost or what!!). If you are ignored by the seller or if the tracking number doesn't work, you can phone the 1-800 number on the back of your credit card. Your email address will not be published. Shipped first class to Canada with tracking number. It's getting near the 30 day limit to file a claim. This does seem incredibly unfair. Buyer received the box but the only item in there was the empty drone box. Seller has not received item so has opened a case against me. Or clearing the cache? What to do when a buyer doesn't pay. "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." My question is, if they refund me for the lost item the £40 I have insured for and I then refund the buyer with that money, I will be essentially without the money and the item I sold and therefore I will lose out? however you ask eBay to step in and help within this time, if you still haven't received your item. 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. You chose the low price of an Asian seller over the fast delivery of a North American one. Whether delivered to the wrong address or damaged enough for the label to be unreadable, having an item go missing is disappointing for both eBay buyer and seller. Hi, ( e,g, if the item was broken badly in the post, the seller may not want it back) Rembourser l'acheteur : l'acheteur recevra un remboursement intégral, y compris les frais de livraison initiaux. So for this purchase the claim period is from April 15 to May 14. Shipping insurance protects sellers in the event that an item goes missing in transit. Hi i sent a phone and it has not arrived yet. Ebay and the seller have told me that its not their problem . 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. These past few weeks since Mid August the tracking information and regular updates for items sold with Hermes has virtually stopped, even their ‘dropped off at the parcel shop’, with no other details after, but that doesn’t show anything now. Am I protected at all? In the future, keep an eye on your purchases and file an Item Not Received case a few days after the last estimated delivery date. See ‘buyer obligations’ on the Money Back Guarantee page here. Any information or advice would be much appreciated, thanks. Here's how the seller may respond: Accept your return request and offer a full refund – You'll return the item in the same condition in which it was received, and the seller issues you a full refund, including the original shipping cost. It is the buyer’s obligation to accept an item when it arrives, as per the Money Back Guarantee (see ‘Buyer obligations’ section). Buyer filed "Item not as described" claim after first filing an item not received. Can you please advise? Report an item that hasn't arrived Any advice would be greatly appreciated! Get a refund for the shipping cost (if you paid for shipping). I was not able to sell and this caused me some financial payment problems. What of he receoves phone on a few days and refuses to return it too me..? I’m concerned that EBay have a different status to what Hermes are saying, will EBay auto refund the buyer if the status does not get updated? Although tracking says they have been delivered. About 1-2%. The former will change the estimated date of arrival, every time you look at it. So if they are not happy to wait, you are risking getting in trouble with eBay. 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. I contact the seller and they verify the address is right and usps has marked it as delivered but I don’t have it ☹️What can I do? A seller’s next move will depend on the most recent status shown on the item tracking information. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. 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. The buyer has been of not help either. eBay money back guarantee I think. If the buyer has not contacted you yet, I would wait. Have you checked with your neighbours Tammie? If you are unwilling to refund or replace, you shouldn’t be in business. I have shipped an item to a customer and it seems like the package got lost in tranzit. So after coming across this site I’m a little relieved but also hopeful it works out for the buyers as well. I am surprised ! It is item worth more than $500 with shipping fee more than $100. Right? It was supposed to be delivered today and it’s like also 7 pm! A few buyers have recently opened ‘item not received cases’ on me, which now means I have no proof at all and only their word for that when they say they haven’t received their item. Courier says item delivered and can’t help further. As the seller, you are obligated only to ship to the address in the transaction details. One item has been missing for over three weeks now? On eBay’s side, they may consider the package delivered as per the tracking number. I contacted buyers to provide alternate addresses or hold till shipping is available to their country; they accepted and agreed. It’s a racket. I may be the only one that feels this ways, but I don’t think it’s fair that the seller looses out when the item is lost in transit. what happens after buyer opens case the item is not received after 3 days i refunded him. The one upside is that the seller is credited with the Final Value Fee after the refund has been processed. eBay: Should I file an item not received notice? If you make shipment for thousand times, result is the same. I’ve checked with neighbours they have not received the item on my behalf. 30 days later tracking shows ‘in transit to sender’ but still no delivery info. It is 30 days from last estimated date of delivery. How can I ask eBay to step in if they do not appear on my purchase list ? In this situation, it would be a good idea to ask the buyer to: The ‘item not received’ request will close automatically within 24 hours if the tracking details show that the item was delivered to the same zip code as the buyer’s listed address. Thank you! 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? What to do when a buyer doesn't pay. 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. 2) If it is indeed 30 days, why does ebay say I have to wait over 50 days to file? It’s not an expensive item and the postage cost me twice the $25 it sold for, and now I’ve had the full amount taken off me to refund the buyer as well. Thanks. I work from home due to covid-19 so when I checked the status of the parcel on Wednesday royal mail’s track and trace stated it was delivered on the 14th July at 12:46pm. 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. Package tracking shows delivered, buyer did not receive. If the buyer gets a refund, but then the parcel turns up, what are my options? Note: If the item was paid for with PayPal, the buyer will be referred to the PayPal claims process to resolve the dispute. 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. The time frame for the eBay Money Back Guarantee on Item Not Received STARTS at the Last Estimated Delivery Date, so the clock does not start ticking until that date. but, eBay restricted my account due to “shipping overdue” & money kept on hold. In all of these cases, eBay has a … Hello. I received an item that does not match the seller's description. The courier you use are the ones who you're contracting to deliver your item - they're the ones you claim from if it … 2 weeks past when it was not ‘ unsolicited goods ’ but an iPhone is unfortunate! 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