I sold an item on Ebay, and it has been delivered (according to the Royal Mail web-site). For some stupid reason the package ended up in Singapore. It is the seller who has the contract with RM and not the buyer. It’s a racket. I bet plenty of sellers would agree with you! I wanted to ask you for a clarification. It may be better for you to organise something for the buyer before eBay requests you to assist. Anyone who buys from China buys because of the FREE shipping. The item is with Hermes but now has not moved in over a week. Keep communicating with the buyer who received the iPhone and offer to pay for the return shipping. Seller has sent the item as it can be tracked to Aust Post depot in Sydney, but that's where it stops. 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). Hi Gemma, I hope you can help me and sorry to bother you. That sounds odd – how do you have the order number? It been almost 2 weeks past when it was supposed to be delivered. 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. The buyer may not sell the item on eBay or elsewhere. "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." According to eBay, the seller would no longer be liable since they have met the obligation of the item being delivered. Your email address will not be published. If 14 days have passed, Canada Post will open a trace for Expedited. One item was sent on 13th July and I was provided a royal mail tracking number. 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. I’ve already replaced several items due to this so I’m out extra shipping plus another item…. Now that I know free shipping from China means no ebay buyer protection, I will stick with North American transactions only. I have the order number but they do not appear on my purchase list. This is especially the case for higher value items. 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. No. Signature confirmation is not required for items worth less than $750, sold through eBay.com. 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. Any info would appreciated. If you do refund the buyer (without intervention from eBay) you will receive a Final Value Fee credit. Copyright © 1995-2018 eBay Inc. All Rights Reserved. This is not an uncommon situation but having a high value item such as an iPhone is definitely unfortunate. Re: eBay: Should I file an item not received … We mostly send by standard large letter so no tracking, but that's our problem. That's it. 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? I ordered multiple stuff from a seller but nothing came after 3 month, I started a case to get the refund but the seller only refunded one of the many items and close the case, and he also stopped replying my message. This is totally unfair. As mentioned, the Money Back Guarantee entitles buyers to a refund if the item is not received. Can she reclaim her money back still after 2 months? 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. About 1-2%. I paid for the signed for service but did not choose to insure the item as the insurance cost was quite high (the item was sold for almost £250) – although as Hermes state it was delivered I assume the insurance might not have helped me anyway. Top Takeaway If you haven't received your item, let the seller know within 30 days of the estimated delivery date. I recently purchased Zelda Breath of The Wild brand new factory sealed with receipt. The former will change the estimated date of arrival, every time you look at it. I waited out the night to see if anything would come and nothing. Will I be charged or forced to send a replacement? Then you have to wait another 5 … I sold an item on Ebay and shipped it using Packlink/Hermes. Will i be able to cancel the refund??? As a seller, you should send the item in a manner that allows for insurance. Having previously discussed what sellers should do when an item goes missing, here are some pointers of what sellers should definitely avoid when dealing with ‘item not received’ claims. Op can request a partial refund when they file an SNAD and the seller can accept it and issue a partial. If you make shipment for thousand times, result is the same. That day I got a notification from USPS saying the item is in transit, but delayed. USPS has no answer for package location and says delivery back to sender may not ever be scanned. A followup question- I routinely sell vintage electronics items in the $200 – $400 USD range to domestic USA and overseas buyers through eBay’s Global Shipping program. Here recently customers are complaining that they are not receiving there packages. I ordered an item that never arrived, when trying to open a request I cant find the item by number or by name. When opening a dispute, the buyer indicates whether the item was not received or whether it was received but significantly not as described. 3- Whenever I use registered mail, many final destination country’s postal services do not update delivery status within 21 days after shipping. Our Trust and Safety team is alerted. Dear Sir/Madam, I have been patiently awaiting the delivery of my parcel that was shipped from the USA using the Glibal Shipping Program. It depends if your seller has sent the item surface or airmail as surface does take about 3 weeks....ish. 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. It is not possible for sellers to claim that they cannot be responsible for missing or damaged items, even if stated in an item listing. As a Seller, why should I have to refund the buyer when I paid shipping if the USPS loses the Item. however you ask eBay to step in and help within this time, if you still haven't received your item. I recently placed an preorder on ebay item (ordered in Dec2019) that has a release date in Apr 2020. Should I insure all my packages and require signature required delivery? It usually takes 3 to 4 weeks for me to get stuff from there. This does seem incredibly unfair. Item was paid on 18th of May. if he fails to send the item by a certain date then they will side in your favor. Still eBay is causing me issues and restricted the account. They f***ing charge for it, but make it impossible to claim. Right!! In those instances, eBay will rule that you are at fault for not having shopped carefully or that you are at fault because you received an item as advertised and broke it yourself. 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? 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. If it's past the delivered by date on their listing, you can open a item not received dispute and ask for your refund then in your message. There are many different ways to do this but the most important aspect is make a system that works and continue to use it. The buyer would need to update their address on eBay first, of course. Buyer lodged complaint and it has been raised to customer support. Not sure what to do!? I believe I also may have been targeted as i am a seller with no feedback. If an item does not arrive within 60 days, buyers have to file … Post office tracking shows them as delivered. Shipping insurance protects sellers in the event that an item goes missing in transit. However, you can ask eBay to step in and help within that time if you still haven’t received your item. How can I ask eBay to step in if they do not appear on my purchase list ? I screen shot the proof of delivery and there is no address on there, a signature that was just IDX and the name Smith. If you want it fast, look for a seller who offers multiple shipping services including faster more expensive ones. I posted 2 pairs of shoes to a buyer. 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? 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. Ask for the date of shipping, the service used and the tracking number. It benefits both buyer and seller and also keeps eBay satisfied if and when an item goes missing. 4- During pandemic, some countries do not accept shipping and sometimes there is no shipping service allowed to specific countries. 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. I am new to ebay and would like feedback on ways i can combat this problem. I would try to communicate with the buyer as best as you can and provide tracking proof as needed to eBay. What do I do? This article will explain what sellers should and should not do in the event that an item is not received by the buyer and how to reduce the occurrence of such issues in the future. My concerns haven’t been resolved – I want to report this seller to the eBay Trust and Safety team. 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. So I'm wondering how long do I have to file an item not received, through ebay? 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). do not let the buyer know you think there may be an issue). File a claim that you did not receive the item by the "receive by estimation". if he fails to send the item by a certain date then they will side in your favor. A week or so later, the item arrived, the buyer never repaid for it, ebay washed their hands of it, and Canada post denied the claim since it was delivered. I would like an advice. Clearly a shipping company mistake. Get the news and insights you need to grow your business on eBay. In other instances, I’ve heard of eBay extending the case resolution date to allow more time for the item to arrive. All it still says even to today (Friday) is electronic shipping info. It shows it has shipped and the Tracking states it is Arriving Late. Hi Gemma, 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. Regarding refunding the buyer now or later, I would say it depends on the buyer. Under eBay’s Money Back Guarantee rules, sellers must take responsibility for missing items unless tracking information proves that the item was delivered correctly. if you don't hear from him after 2 more days then escalate to a claim. eBay does not allow sellers to ask buyers to pay for insurance or add a separate charge for shipping insurance. after 10 days you can file an item not recieved dispute.ebay/paypal will tell him that a dispute has been filed. Not only is this helpful for the buyer, it usually reduces anxious messages to the seller concerning the location of the item. If the estimated delivery date for your item has passed, and you still haven't received your item, let the seller know. 432 Views. an Analysis, 7 Tips to Improve Packing Efficiency in Your eBay Business, An Absolute Beginner’s Guide to Selling on eBay, Using eBay’s Global Shipping Program – a Guide for New Sellers, Adyen and eBay: What Managed Payments Means for Sellers, Understanding Returns and eBay’s Money Back Guarantee, Buyers have up to 30 days after the estimated delivery date, https://www.ebay.com/help/buying/returns-refunds/get-help-item-hasnt-arrived?id=4042, https://sellercentre.ebay.co.uk/private/COVID-19#anchor25285, https://www.ebay.com/help/policies/listing-policies/presale-listings-policy?id=4252, Check with other household members that they did not forget to mention a package arriving, Make a thorough search around the outside of their house to make sure that the package was not left in an unusual place, Ask neighbors whether they have received any packages on behalf on someone else, Contact the shipping company to request more details about the delivery, File a police report if they suspect the item was stolen. Report an item that hasn't arrived Unfortunately, due to the Money Back Guarantee, the buyer may be eligible for a refund whether you allow refunds or not. In my opinion, your first step would be to confirm with the buyer whether or not the item arrived. 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. Don't let it get to 45 days … Thanks for any advice and next steps you would suggest. By refusing the delivery, you are no longer eligible for buyer protection on eBay. They also are updating the status with “Claims code issued” each day since the 8th. Depending on the estimated arrival time, it sounds like you’d be eligible for a refund/replacement from the seller. To file a claim with eBay, you must initiate the complaint process no sooner than 7 days and no later than 45 days after the close of the listing. I opened lost item enquiry with the courier and I’m awaiting for the results. If the delivery note shows “Item delivered” and the customer claims it only partially arrived, should the seller be off the hook? Item was paid on 18th of May. but, eBay restricted my account due to “shipping overdue” & money kept on hold. Shouldn’t that be up to Paypal or eBay to do. When I got back from the post office I checked my email to find that the guy who had won the item had emailed be to tell me he had moved house and hadn’t changed his address in eBay and so his stored address was incorrect meaning that whilst I’ve used the information stored against his account – I’ve shipped the item to the wrong address. Yes, if you opened an "item not as described" case for a purchase covered by eBay Buyer Protection. I was home all day as Phil one of the posties delivered a letter to me around 10:15am that day. Tracking information says it cleared customs but has been rerouted to sea shipping due to covid, and hasn’t moved for 3.5 weeks. I have tried looking around for an answer but I'm still not sure of a few things so I am asking for clarification. 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. Buyer emails to say received the package but no phone inside ( everything else is charger , instructions etc) where does the seller stand ? Rembourser l'acheteur : l'acheteur recevra un remboursement intégral, y compris les frais de livraison initiaux. 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. Hi, I have recently sold something on eBay for £40. You chose the low price of an Asian seller over the fast delivery of a North American one. Without a doubt, the easiest way to avoid the bulk of ‘item not received’ issues is to send items with recorded delivery and upload the tracking information as soon as possible to eBay. eBay will take action and the seller is the one with most to lose. You could also ask the shipping company to investigate. You may not open an INR claim early on 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." However my buyer opened a case against me & kept insisting that the post office never receive it. Tracking has not moved for 3 days now and says still have item.. i think its delayed because of covid situation. However If they chose "return for a refund", eBay won't step in and issue a partial. The tracking on my post office side stated arrived in US in July. I sell many silver coins. I would personally recommended insurance and signature required delivery when selling items in that price range. What can I do to have my money back and get rid of this eternal looping. 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. 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). How about selling a mobile phone on eBay , sent tracked . It is possible that you may have been targeted – the ’empty box’ scam, sadly, is a common one on eBay (more info here). 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. 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. 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. Seems a bit unfair, do we both get compensation ? I thought you could not open a case after 45 days? So, that means I’m out the Item, I’m out the money and I’m out the shipping. 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. As well as making online tools for eBay sellers, I was once a professional eBayer. The item shows as delivered on Hermes tracking site and states “Delivered, signed by household” – this was on the 2nd November . However RM proof of postage receipts for parcels now have a unique reference number on them. Buyer is wondering where their package is, Am I responsible for anything? Certain transactions and article types such as vehicles, real estate, business sales & domains, digital content, industrial equipment or vouchers are not … Or is it up to the buyer? In other instances, I’ve heard of eBay extending the case resolution date to allow more time for the item to arrive. 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. Shipped first class to Canada with tracking number. Canceling a transaction. Informed eBay but no reply – what next? My son was in on the day that they say they delivered as he is home studying due to his university being closed due to co-vid . (You might have to pay return shipping costs, but may be eligible for Return Shipping on Us. The item is not received, or; The item arrives damaged, or; The seller doesn't fulfil their return policy as stated in the listing; For Authenticity Guarantee purchases, eBay Money Back Guarantee does not cover returns on the basis that an item is not as described, when the item is considered final sale. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. The seller shipped pretty well right away. The courier you use are the ones who you're contracting to deliver your item - they're the ones you claim from if it … The next step for a seller with a missing item is to make an insurance claim with the shipping company. Do I have any refund rights here myself? eBay Money Back Guarantee timelines Item not received. I am wondering what is the deadline for filing an item not received claim. The buyer will win the case because you do not have tracking to prove was sent to the correct address. Continue Continue | My problem is not listed here: Help. If you think the item was stolen from outside of your house, you could report the theft to the police. With valid tracking information showing that the item has been delivered to the intended destination within the correct time frame, the seller does not have to refund or otherwise resolve the situation with the buyer. If the buyer gets a refund, but then the parcel turns up, what are my options? But I have not received them nor any information regarding them. Provide tracking information . I am so relieved to read your article. Check your item's delivery information If your item hasn't arrived yet, the first thing to do is check the delivery information. The seller is responsible for the item until the buyer receives it. FedEx instructed me as the buyer to file a claim; which I have done and am now waiting for that process to complete. Have you tried using different browsers? Talk to the seller . The problem does not seem to be the sellers as such, although Chinese sellers have always used cheap but sloooooooow Surface shipping, but the fentanyl crisis and the ongoing arguement about parcel delivery within the members of the Universal Postal Union. If the seller does not have any kind of tracking information, the resolution is the same. Solved: I did not received my item..i request to refund my money..but i can not refund my money..please kindly help me. Hi Gemma I paid using Paypal. Can you please advise? I have no proof that I have sent it. 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. The item is from China and shipment could be up to 40 days. Due to the current situation, I’ve heard of eBay extending the case resolution date to allow more time for the item to arrive. Yup, have a similar problem. I have shipped an item to a customer and it seems like the package got lost in tranzit. Do o have to refund straoght away as seller npt willing to wait any longer. The buyer is entitled to a full refund. The problem is resolved if you've received the item and it's as described, or you've received a refund. May 31, 2020 #1 I purchased a pedal from a seller in China on April 22, but haven't received it. It's getting near the 30 day limit to file a claim. 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? 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? Otherwise, as I said before, your choices are your responsibility. 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. Here’s what you should do https://www.ebay.com/help/buying/returns-refunds/get-help-item-hasnt-arrived?id=4042. I received an item that does not match the seller's description. eBay does require a signature confirmation for items worth over a certain amount of money but with the current situation, some shipping companies are approaching the signature confirmation differently at the moment. Why should I have to refund the cost? However EBay are showing the item as still in transit with an estimated delivery date of the 5th November. eBay requires all presale items to be physically shipped within 30 days of purchase. If it doesn’t, follow the instructions here https://www.ebay.com/help/buying/returns-refunds/get-help-item-hasnt-arrived?id=4042. I also have photos of my item before it was packed and a photo of the parcel wrapped with address on the front. Buying insurance is, of course, an additional fee on the top of the regular shipping costs but for most sellers, it is well worth paying. eBay: Should I file an item not received notice? Sent it tracked and insured for £40 and after few days I received a message from the buyer that the item hadn’t arrived. 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. I would contact UPS again also. It sounds like the buyer would no longer be covered by the Money Back Guarantee since they are effectively refusing delivery. The seller does not need to communicate with you. Courier says item delivered and can’t help further. Having successfully sold and dispatched the item as soon as possible. You can have it fast . I would be patient and wait a little longer for your package to arrive. It is the buyer’s responsibility to make sure that the address on file is correct. I changed my mind about playing it and decided to sell the product on ebay unopened. La demande pour objet non reçu sera alors automatiquement clôturée sous 24 heures, sauf si l'acheteur demande à eBay d'intervenir. You can open an Item-Not-Received (INR) case on ebay during the 30 day period after the last estimated delivery date. The postman ‘allegedly’ delivered an opened parcel minus one pair of shoes. I posted it 1st class and uploaded tracking details, it is npw 3 days since item was due to be delivered and buyer asking for a full refund. It is the seller’s responsibility for the item to be delivered to the address on your order. I understand that this does need to be returned as the item was not ‘unsolicited goods’ but an item delivered by mistake. ( e,g, if the item was broken badly in the post, the seller may not want it back) While the majority of eBay packages do arrive at their intended destination, it is an unavoidable fact of life that some do not. I need to cancel a transaction. The tracking number shows the package was delivered however he has filed an Item Not Received claim with eBay. The Seller is not communicating with me and refers to the USPS tracking history noting no delivery back to them. 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? Re: How long to I have to file an item not received, through ebay? "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." May 31, 2020 #1 I purchased a pedal from a seller in China on April 22, but haven't received it. Yes, you will likely be asked by eBay to refund or replace the item. For some stupid reason the package ended up in Singapore. Things have changed according to trinton. Not sure what to do? Have you contacted Royal Mail? If an item does not arrive within 60 days, buyers have to file through PayPal. Thanks for pointing out my mistake – I did initially miss the comment regarding the partial delivery. Go to the Resolution Center and open an item not received case. 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Buyer on eBay, sent tracked of them and lodge a missing item is from means... That you did not pay for it, and your credit card for stupid! 'S description box delivered ’ scenario within this post me anymore such, the Money again, first... Intended destination, it is the buyer has a release date in Apr 2020 received them nor any or...
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