I sent it the day after it was ordered in the morning. You will see that Signature Confirmation could also cause problems, but not all buyers are problem buyers. I want to return the item and get a refund as i no longer need the item since I had to purchase a replacement from another seller. Its best to communicate with the buyer via Amazon messages as well as you can , and once a A-Z claim is open , present your case , Im not sure why Amazon sides with the buyer when tracking details indicates the package was delivered to the buyer and they state they did not receive it and the seller is at fault, They have a option to appeal once a decision is made siding with the buyer , Most times I appeal and present more details , unfortunately its all done through email and there is not Amazon case department to contact via phone, Edited by: Third Gear Performance on Apr 18, 2016 4:07 PM. Something went wrong. The last person to touch the package was the mailman when he scanned it delivered, so he is the ONLY person who will be able to help track down where it went. While the package set on the buyer’s doorstep you are responsible for it. Since I have filed that way, as instructed by my post office, I have gotten my claims approved. eBay item not received case open Hi can anyone help, a buyer made a purchase for an item via eBay but it did not show in my sold items. Tip They claim Not Delivered. I'm happy it's my first but still need some guidance. It is too late now, but for future reference and for any new sellers reading this. 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. Edited by: 1sputnik on Apr 18, 2016 4:49 PM. Be well. You should only open the NAD case You cannot open both cases at once, you DID receive something but it was not as described. However, you may not be protected if you don't upload tracking from one of the shipping carriers integrated with eBay and there is no acceptance scan showing before the 3 business days expire. Using Resolution Center Sellers can open an unpaid item case through the Resolution Center. I figured the carrier was being lazy as 2 of them arrived a day later. A claim will not automatically be approved without the opportunity for the post office to examine it for evidence of tampering and, depending on the value being claimed, forwarding of the “empty” parcels for further review by higher authority (including the postal inspectors). Allison Dutton. The "Report an item not received or not as described" form appears. Sometimes the package is simply there, awaiting pickup. With eBay, a buyer can open a not received case after 30 days (if the latest delivery estimate), but it’s just for communication purposes only. If you’re a managed payments seller, learn how refunds work. If the buyer is not willing to do this, as the sender of the package you can do it as well. Continue Continue | My problem is not listed here: Help. Customer was asking if I sent it to correct address, which I did. And her package was a huge ride on toy car. If you feel like they may have really lost the package, you can ask the buyer for the phone number of the LOCAL USPS office (not 800 number). Tracking status shows “Delivered”. If this happens, you need to tell your seller within 30 days of your actual or latest estimated delivery date. On the next page, enter your message and select. Reply. The estimated delivery date came and gone so I opened a case of item not received. To the poster, you need to buy signature confirmation in order to defend against item not received claim. On October 6th, I sold an item. Mark up items a few dollars to cover the costs. Report an item that hasn't arrived The tracking info online says that they have the package, but it has been delayed and will be arriving late. If you get to the Resolution Center from your item listing, your item number is already filled in. Once the issue is resolved, or we find it in your favor, the hold is lifted and the funds are available again. It could have been dropped off at the wrong address. A non-delivery occurs when a buyer places an order but does not receive the item. I will call your post office and initiate a trace on the package. I didn’t mean to argue with you. They said it is delivered (somewhere) but it is missing, therefore the correct way to file is: delivered / contents missing. Send a message to the buyer: If you’d like to speak with the buyer directly to try to resolve their issue, you can send them a message. If the estimated delivery date for your item has passed, and you still haven't received your item, let the seller know. You have the option of adding a note to the buyer. Please disregard any advice Amazon trolls give you (VTP). The buyer has 180 days to open an INR case via PayPal, and unless you have proof of delivery then they will refund your buyer. If a buyer doesn’t receive their item, they’re entitled to a refund unless you can provide tracking information showing that it was delivered. If you’re a managed payments seller, once a hold is lifted, you’ll receive your funds in your next payout. Next time make the buyer sign for the items. You can open an Item-Not-Received (INR) case on ebay during the 30 day period after the last estimated delivery date. They denied it even I purchased for insurance. {"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}}. On October 28th, she opened a case for item not received and asked me to provide the tracking info. Canceling a transaction. Then USPS should issue the money to you for claim. eBay will not force the seller to refund at this stage. If your item arrives damaged or is missing contents, you may file a claim immediately but must file no later than 60 days after the mailing date. If I were new, I would think I did over and beyond what was needed. ; Click or tap the Your Account icon. I reply and apologize and give all details of the shipment minus a tracking number as light pack is … The only “proof” Amazon will accept is signature confirmation and the post office only pays if it loses the item and doesn’t deliver it. It could have been drug off by a stray dog. In the email you received telling you the buyer’s issue, select See request details. When a buyer claims non-delivery on a package that shows as delivered, we ask them to file a mail theft report with the US Postal Inspectors (we also mention that stolen mail is often related to identity theft and that this is a serious matter). I lost for buyer claimed as “Item Not Received”. including my next door neighbor who knocked on my door asking about it after the 3P seller told her to ask her neighbors. For damaged or missing contents, we recommend filing a claim immediately, but you must file no later than 60 days from the date of mailing. Buyer opened the “Item Not Received” case. But, in many cases…they are not lying. It was your responsibility to get the package to the hands of the buyer (or someone on their behalf). Buyers win wins… I lost money and my products. You have insurance. I received an item that does not match the seller's description. There are many threads along these lines on the message board. You may not open an INR claim early on eBay. 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