How to help your buyer if the item does not arrive

If a buyer doesn’t receive their item, they may be eligible for a refund if the item is covered by eBay Buyer Protection. There are legal regulations for shipping, but eBay can always assist with difficulties and may find alternative solutions. If no tracking number can be provided, we usually decide in favor of the buyer. To protect yourself against buyer protection cases, we recommend that you always send items with tracking and upload the details.

Please log in to your eBay account to make better use of the help.

We recommend that you always send items with tracking. Private sellers and commercial sellers can find out more about what to do if an item does not arrive in our legal portal.

You are a buyer and have not received the purchased item? Please read what to do if you haven’t received the item.

If your buyer did not receive the item and the specified delivery date has passed, they will tell you that there is a problem by sending a request that they did not receive the item. When a buyer sends a request, we will send you a message to your registered email address. The same message also appears in My eBay under Messages.

Tip

Everything at a glance – In the Seller Requests Portal, you can now find all requests for items not received and returns.

After a buyer sends a request because the item hasn’t arrived, you have three working days to respond to it and find a solution. Please upload the tracking details if you haven’t already. If you have not set up tracking, we recommend that you find an amicable solution with the buyer, such as a refund or re-delivery of the item.

Help the buyer with an item not delivered.

You can also work on a common solution beyond three working days. If the buyer is still not satisfied, he and you have 21-working days to turn on eBay and ask for help.

If tracking indicates that the item has arrived after the buyer has sent a request for an item not received, both you and the buyer will receive an email notification. The request is then automatically closed within 24-hour unless the buyer contacts eBay and asks us for help.

Please note: When a buyer sends a request, the amount of money for sale may be temporarily suspended. Once the issue is resolved or we decide in your favor, the lock will be lifted and the amount credited to your next payouts.

What to do if a buyer sends a request for an item not received

In the email, we notified you of the buyer’s problem and selected View Request Details. It will indicate whether the buyer wants a refund or wants to keep the item. The following options are also listed:

Add tracking information: You can provide a tracking number. The buyer will then see when you shipped the item and when and where the item was delivered. Please note that without proof of shipment, we often decide in favor of the buyer in cases of buyer protection.

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Once your tracking shows that your item has been delivered within your buyer’s zip code area, you and the buyer will receive an email notification. The request is then automatically closed within 24-hour unless the buyer contacts eBay and asks us for help.

Refund to Buyer: Buyer will receive back the full purchase price as well as the original shipping costs. Select this option if you do not have tracking information that proves that the item has been delivered. Also, select this option if the tracking information indicates that the parcel has not moved for more than seven days for domestic shipping and for international shipping for more than 14 days.
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Send a message to the buyer: If you want to try to solve the problem in direct exchange with the buyer, you can send him a message.

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If a claim is established in favor of the buyer, we will charge your available withdrawal amounts for the refund to the buyer. If your account is not sufficiently funded to cover the cost of a refund, the refund will still be made by us, and we will charge your available withdrawal amounts until we receive the full amount back. This can cause your available payouts to slip into the negative. If we have not received the full amount of your Ready to Withdraw Balance after 21 days, the outstanding amount will be added to your invoice.

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