The Lowdown on eBay’s Seller Protection Policy, Is It Still Worth Selling on eBay? Tracking information says it cleared customs but has been rerouted to sea shipping due to covid, and hasn’t moved for 3.5 weeks. Give support, share information, and connect with fellow members. 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. It sounds strange that you have purchased an item but can’t find the record. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. What is the eBay Money Back Guarantee? I am currently dealing with a wonderful buyer who has been waiting over a month for a book that seem to be list in transit. Sorry to hear about your issue. Buyer just using eBay international shipping service ( no insurance included) thanks for your reply! ***** Merry Everything & A Happy Always . If the item is arriving late, I’d recommend asking the buyer to wait a little longer. If the estimated delivery date for your item has passed, and you still haven't received your item, let the seller know. I askwd the seller firstly, so I opened a claim on ebay who closed it asap because of the tracking claiming the item was delivered. I have a feeling if you were the buyer you wouldn’t feel that way. It usually takes 3 to 4 weeks for me to get stuff from there. Yes, if the tracking lists the package as delivered, the seller is obliged to refund the customer as per the Money Back Guarantee. 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. Most mailing services have been affected by the pandemic. The problem is resolved if you've received the item and it's as described, or you've received a refund. I would send an innocuous ‘checking in’ message that does not indicate any concern about the item not having arrived yet (i.e. Obviously as I didn’t send the item it’s not my fault that he hasn’t received his item. 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. 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. Resolving buying problems. Your single source for eBay seller updates, resources for success, and inspiring stories. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. Solved: I did not received my item..i request to refund my money..but i can not refund my money..please kindly help me. But the buyer issued the Ebay claim "Item not received", because the item arrived later than expected. Under eBay’s Money Back Guarantee rules, sellers must take responsibility for missing items unless tracking information proves that the item was delivered correctly. 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. Tracking has not moved for 3 days now and says still have item.. i think its delayed because of covid situation. I have tried looking around for an answer but I'm still not sure of a few things so I am asking for clarification. Any advice would be great. The seller says that shipments are backed-up, due to the COVID-19 scare. It was supposed to be delivered today and it’s like also 7 pm! I would like an advice. I opened a case and ebay refunded me after the seller stopped answering my messages (I didnt want a refund I wanted the item). I sold an item and posted it on 28th of July and it’s not arrived it says on tracking that post office have it and I’ll be notified when they deliver it,the 10 day period before I can register it as lost is up tomorrow,what should I do about eBay and buyer? 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 . 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? Also if it is a fraud, will I be covered as a buyer? Can she reclaim her money back still after 2 months? I bet plenty of sellers would agree with you! 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. I tried filing today but ebay says I have to wait until July 21st. Otherwise, I’d contact eBay. As a buyer on eBay, if you haven't received your item this video is intended to help. Seller without shipping insurance will likely find themselves out of pocket for missing item transactions. Have you tried using different browsers? While paying from a credit card may seem reasonable, it means you don't have PPs very strong Buyer Protection. I posted 2 pairs of shoes to a buyer. eBay’s position on missing items is clear – buyers are entitled to a refund under the Money Back Guarantee. I’ve checked with neighbours they have not received the item on my behalf. eBay: Should I file an item not received notice? Buyer filed "Item not as described" claim after first filing an item not received. 2) If it is indeed 30 days, why does ebay say I have to wait over 50 days to file? Surely you’ll still have the £40 they paid for the item in the first place? It depends if your seller has sent the item surface or airmail as surface does take about 3 weeks....ish. Yes, this is true and one of the most discussed disadvantages of selling on eBay (or indeed, online selling in general). Shipped first class to Canada with tracking number. 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. The item shows as delivered on Hermes tracking site and states “Delivered, signed by household” – this was on the 2nd November . 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). Buyer has reported it not received and ebay has refunded them. There are several posts about slow shipping from China in particular. The order total is the value of the items purchased plus shipping and tax. Your email address will not be published. I am a new to the ebay selling platform. It been almost 2 weeks past when it was supposed to be delivered. I opened lost item enquiry with the courier and I’m awaiting for the results. Have you checked with your neighbours Tammie? Buyer is wondering where their package is, Am I responsible for anything? I thought you could not open a case after 45 days? I would be patient and wait a little longer for your package to arrive. eBay money back guarantee I think. I recently purchased Zelda Breath of The Wild brand new factory sealed with receipt. The next step for a seller with a missing item is to make an insurance claim with the shipping company. Thank you for your help and time and stay safe, Anthony Wainwright. When opening a dispute, the buyer indicates whether the item was not received or whether it was received but significantly not as described. How can I ask eBay to step in if they do not appear on my purchase list ? (You might have to pay return shipping costs, but may be eligible for Return Shipping on Us. 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. Will i be able to cancel the refund??? 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. If that is over 30 days ago, the buyer should not be able to open a case. What can I do in this case as is not my mistake but I have to pay for it. Hi All, We seem to be recently getting an unusually high number of reports from buyers that their items are not received. 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. How about selling a mobile phone on eBay , sent tracked . 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. So you think it’s fair that the buyer paid you for an item you failed to deliver? Thread starter Goat; Start date May 31, 2020; G. Goat New member. As per eBay’s Money Back Guarantee, they are entitled to their money back. I then replied saying that it was not a plant that arrived but an iPhone 8 and again politely requested it’s return. Unfortunately, since you did not post the item with tracking, you are limited to these two solutions: – Refund the buyer Try to work things out with the seller. Beyond asking Royal Mail to investigate further, there is, unfortunately, not much you can do. This does seem incredibly unfair. However, the 7 days without movement lapsed Saturday night. 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. 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. Re: How long to I have to file an item not received, through ebay? Your request will then close automatically within 24 hours. Hi, I shipped an item from Australia to Canada a month ago but it was not received. I screen shot the proof of delivery and there is no address on there, a signature that was just IDX and the name Smith. BTW, are you looking at the listing or at the invoice eBay sent you? Item still not received as of this date. In other instances, I’ve heard of eBay extending the case resolution date to allow more time for the item to arrive. 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