Once a request is opened, you have 3 business days to resolve the issue. Yet a case was opened . Refund the buyer: The buyer will get a full refund, including the original shipping costs. 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. Buyer opened the “Item Not Received” case. He'd scheduled it to be sent to me again versus him and said he'd open a paypal case. When a buyer opens a request, please be aware that funds related to the sale may be put on hold. Send a replacement item: If the buyer would rather have the item than a refund, use the “Send a message” option to offer them a replacement. Many carriers now have scanners that are equipped with GPS tracking and the postal inspectors can find out exactly where the package was delivered. A buyer can open a case for non-delivery or an item being not as described. Usually, by complete coincidence, the packages turn up shortly thereafter. If you’re a managed payments seller, learn how refunds work. It could have been dropped off at the wrong address. Everyone is always saying buyer is always right and wins as well as tracking showing delivered is not proof to Amazon but I have had cases where tracking showing delivered without insurance or signature has been denied as well as feedback removed. There are two types of cases that you can open: A non-delivery case: You place an order and submit payment, but don’t receive the item. If you and the buyer can’t agree on a resolution within 3 business days, you can ask eBay to step in to help. To ensure all of our members have a great experience on eBay, most purchases are covered under eBay Money Back Guarantee. Something went wrong. Welcome to Amazon. In this type of claim, the buyer is stating the item they received is significantly different than they expected, based on the seller’s description. Once you’ve sent the replacement, let them know it’s on the way and upload tracking information to the request. Buyer opened an “Item Not Received” case. What should I do? You have tracking. In most of cases, we cover the purchase price plus original shipping. Top Takeaway If you haven't received your item, let the seller know within 30 days of the estimated delivery date. This is an item with a valur of 35.00 so I did not opt for signature conformation and do not unless the value is around 200.00 and up.I did send the below message to the customer.I got it here in the forums : I am so very sorry to hear that you did not receive your package. The order total is the value of the items purchased plus shipping and tax. They said it was new and unopened. I am in the middle of the same thing except the buyer has not opened a case.He e mailed me.I called the local post office and they will talk to the carrier and get back to me monday the latest. A customer opened a case for Item Not Received. Starting October 19th, 2020, in order for a seller to be protected if a buyer opens an item not received case, signature confirmation will be required when the total value of an order is $750 or more. I shipped the item by USPS Priority Mail with Delivery Comfirmation and Insurance. I responded immediately with the tracking info, which says delivered on October 15th. If you get to the Resolution Center from your item listing, your item number is already filled in. They claim Not Delivered. The tracking shows it as delivered, but the customer says they can't find their item (sent to a business address). I normally do not post at all and seldom even come to the forums due to seeing the OP getting smacked around. For example, if the listing ended on 5 October at 11.15 am, you can open the case from 11.15am on 7 October. It makes a difference because you are lying and accusing the post office of opening and emptying the parcel. If your mail or package included insurance, you may be able to file an insurance claim. 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. In order to be protected, tracking must be from one the shipping carriers integrated with eBay and must include the date you shipped the item, the date it was delivered, and the address it was delivered to. As soon as a buyer contacts you about a non-delivery, ask them to call the local post office (not the 1-800 number) and ask to speak to their carrier the NEXT morning, or at the very least, LEAVE A LARGE NOTE in the mailbox for them. On October 28th, she opened a case for item not received and asked me to provide the tracking info. If we can’t find it within a few days, I will refund and let you know what the postal inspectors find out. On the next page, enter your message and select. 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). 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. The "Report an item not received or not as described" form appears. You just need to open Item not received case with eBay and take it from there. I was advised of the sale via my PayPal account and posted the item as there was a confirmed payment. Tell them that you need the … How to Open a Dispute on eBay. They sold me an item as new, I even asked them was it brand new and unopened before I bought it. 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. While the probabilities that you presented are all within the realm of possibility, you conveniently left out the possibility that the buyer lied, as if this never happened. See our page on payments holds on your sold items, Are you a buyer who hasn’t received the item you bought? I’m really not sure how to go about this since the claim of “item not received” is still open? If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request. It has nothing to do with lying. 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. Significantly Not As Described (SNAD). And her package was a huge ride on toy car. On October 6th, I sold an item. I tried to claim the insurance for “Lost Item” but today I received a letter from USPS stated that my claim has been denied due to the tracking status shows “Delivered”. Report an item that hasn't arrived eBay really should increase the default display of purchases from the current 60 days to 90 days I will ask to speak with your post master who will check with your carrier. Most everyone nailed it on the head. Significantly Not as Described – You received an item, but it was significantly Once the issue is resolved, or we find it in your favor, the hold is lifted and the funds are available again. 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. I’m having issues with a seller. If you and the buyer haven’t been able to resolve the issue within 3 business days, you can ask us to step in to help. Stick around, you might pick up a few things that will help you become more profitable. How is this even possible for them to open this case weeks after […] Next time make the buyer sign for the items. At least not for high ticket items. For Seller. I know it will be delivered and it's just behind schedule like a lot of the ridiculously overly confident USPS delivery estimates. I sent it the day after it was ordered in the morning. ; Click Help with order next to the order you’re interested in. I need to cancel a transaction. Item Not Received – You bought something, but didn’t receive it. Tracking is not proof the package reached the buyer. After the A to Z claim, Amazon granted the buyer claim even I provided with tracking status with “Delivered” and within the delivery time frame. Reporting to postal inspectors was the best advice. including my next door neighbor who knocked on my door asking about it after the 3P seller told her to ask her neighbors. For USPS Insurance Claim, you need to file delivered but contents missing. Hi. I will call your post office and initiate a trace on the package. I will let you know what I find out and, please, let me know if you are able to find it yourself. I shipped the item by USPS Priority Mail with Delivery Comfirmation and Insurance. Copyright © 1995-2021 eBay Inc. All Rights Reserved. Whether they paid or not, either way it would NOT have shown up as a paypal payment. 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. I’m still new selling at Amazon. Next time (God forbid) do it before refunding - the customer “normally” finds the packages. Tell them that Amazon will set up a case with USPS and be able to investigate, via GPS, exactly where the item was delivered so that you can get the item back to them straight-away. The Report an Unpaid Item Case form appears. After this the buyer now decides to open an "item not received" case - so I check the reference number on my receipt and it states it was delivered on May 5th (according to Royal Mail's website). ... Timeline: Right after you open a case at the Resolution Centre. 4 years ago . You will see that Signature Confirmation could also cause problems, but not all buyers are problem buyers. To report a problem with an order: Sign in to Etsy.com or open the Etsy app. A non-delivery occurs when a buyer places an order but does not receive the item. How to handle case, item not received? Yes, but not with eBay. If your package was delivered to the wrong address they may be able to retrieve it and get it to you. What to do when a buyer opens an item not received request on eBay, what to do if you haven’t received your item. I haven't received my payment yet. eBay will not force the seller to refund at this stage. Then USPS should issue the money to you for claim. Many a lost package was simply laid aside by a family member and then forgotten. Enter the tracking number, or if you don’t have it, the date you shipped the item. An item was sent to an address that is not on the Etsy receipt. If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab. Tracking status shows “Delivered”. If you don't receive payment, you can open an unpaid item case in the Resolution Centre as early as 2 days or up until 32 days after the listing ended. #ebay #ebaysupport #ebayhelp #ebayadvice I have been an ebayer since 2003. Lost Mail or Package. 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). The tracking info online says that they have the package, but it has been delayed and will be arriving late. Will I win?. It was your responsibility to get the package to the hands of the buyer (or someone on their behalf). 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). 4: 11-04-2015 12:10 PM: Not received item case opened 65 days + tannedweekend: eBay Discussion! How to handle a return request as a seller. Reply. 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. Sold an item on Facebook and it had been 3 months without it arriving. Select the carrier you used from the dropdown list. {"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}}. If you have a problem with a purchase, your first step is to open a case with the seller to resolve the problem. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. Continue Continue | My problem is not listed here: Help. Funny thing …all 3 of the sig. After that time, either you or the buyer can ask us to step in to help resolve the issue. so yes…it does happen. After the A to Z claim, Amazon granted the buyer claim even I provided with tracking status with “Delivered” and within the delivery time frame. You may not open an INR claim early on eBay. Sign in to your account and enter your User ID and password. If you don't receive an item you purchased, or if it's not as described, you can use the Resolution Center to resolve your problem. Item Not Received (INR). Buyer opened a case and I sent them a message asking them to be patient and wait for the package to arrive. I figured the carrier was being lazy as 2 of them arrived a day later. Most just say they are quitting and bla bla bla…. View cart for details. 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. in my little gated community…3 different people had packages marked delivered that never were. Please, do, ask your family and neighbors. You should report missing packages to the shipping carrier you used—they may be able to help. And sometimes your postal carrier leaves it with a neighbor because s/he doesn’t want to leave it out in the weather.What is the name of your local post office? Buyer opens case for item not received today. So for this purchase the claim period is from April 15 to May 14. I lost for buyer claimed as “Item Not Received”. I just refunded him and sure enough, it showed up. Buyer paid a couple days later, I shipped with tracking. You’ll see the refund amount, and you have the option of adding a message to the buyer. On the Etsy app, tap the order you’re interested in, then tap Help with order under the order. Select the I Sold an Item and Haven’t Received My Payment Yet option and click Continue. What can I open a case for? Buyers win wins… I lost money and my products. However, if an item arrives damaged, doesn't match the listing description, or if the buyer receives the wrong item, you'll generally need to accept the return. Type the item number of the listing in question (if it’s not … 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. Thanks for your suggestion. You need to come to the boards before there is a problem so you would know how to prevent them. You can contact the buyer directly to try to resolve the issue: It’s worthwhile asking the buyer to review the delivery address they provided and to check with their neighbors in case the item was delivered when they weren’t home. Allison Dutton. If the order has a total cost (total of item(s), shipping and tax) of $750 or more, it should also show the signature confirmation of the recipient. I just had a buyer open a item not received case today for an item that was mailed last Saturday - 6 days ago. There are many threads along these lines on the message board. I reply and apologize and give all details of the shipment minus a tracking number as light pack is … The order total is the value of the items purchased plus shipping and tax. You feel like you are in a no win situation because you came to the boards after there was a problem. If I am correct, this is General Selling Question forum and at least they came here to find out what they could do in the near future. Enter your search term to display live search results. In the email you received telling you the buyer’s issue, select See request details. Last week… The programme is designed to protect purchases that are usually sent by post – over 99% of listings on eBay. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. They denied it even I purchased for insurance. Buyer opened the “Item Not Received” case. I would like to try a few things that have successfully located packages in the past. If you buy an item on eBay, there may be a time when you do not receive the item you purchased or when you received a faulty item. Amazon will not accept tracking information as a proof of delivery. While you had the post office leave it unattended, it could have been stolen. Item shipped Feb. 24th, Light pack U.S, according to estimate should have arrived no later than March 8th. Thanks Luckily he was honest and sent me my money back. Item Not Received case. You’ll also see your response options: Add tracking details: You’ll need to provide tracking within 3 business days of the request being opened, if you haven’t done so already. I had few cases just like that… I am loser just like you. I am sure everyone was new at one point in time and going to a forum when you think you are doing the right thing is not always top priority in someones thinking. You have 30 days from the estimated delivery date to inform the seller that you didn't receive your item. Non-Delivery. ; Click or tap Message seller. What to do when a buyer doesn't pay. Customer was asking if I sent it to correct address, which I did. To the poster, you need to buy signature confirmation in order to defend against item not received claim. Please disregard any advice Amazon trolls give you (VTP). Tip Athletichunta: eBay Discussion! The mail carrier could have scanned the package as delivered then tossed it in a dumpster (check YouTube, it happens). A not-as-described case: The item you receive is considerably different from the seller’s listing description and photos, or you didn’t receive all the items you ordered. You can open as soon as two days after the listing ends, or immediately if the buyer is no longer registered on eBay. Sometimes the package is simply there, awaiting pickup. What can I do? The estimated delivery date came and gone so I opened a case of item not received. If you’re a managed payments seller, once a hold is lifted, you’ll receive your funds in your next payout. Hey, I recently purchased some batteries from a seller and shipping was Standard Postage (Australia Post Parcel Post Parcel + Signature). Canceling a transaction. It is too late now, but for future reference and for any new sellers reading this. Case opened for item not received, though tracking shows it was delivered Home › Forums › Customer Issues › Case opened for item not received, though tracking shows it was delivered This topic has 7 replies, 5 voices, and was last updated 2 years, 11 months ago by WBird . Like you said, the package still can be lost in many ways after the tracking shows “Delivered”, the USPS should grant my claim.Why don’t they think your way? If you want proof, you need to ship via signature confirmation. Edited by: 1sputnik on Apr 18, 2016 4:49 PM. Go to the USPS website and file a Mail Theft/Fraud Report on that buyer with the US Postal Inspectors.Thats what I do in cases like that. “Delivered contents missing” requires, at least in my Postal District, a return of the empty parcel. 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. It is not possible to open both types of case at the same time I closed one and opened another. I purchased the insurance for the item. Use TAB key to navigate results. Tracking status shows “Delivered”. This is very stressful. Isn't it weird how the buyer was able to open an Item Not Received case with ebay when they have paid (or claimed to) by bank deposit? We tell them we will issue an immediate refund if they do this, and provide us with the case # and contact info of the Inspector handling the case. I think it is all in the track record of you as a seller and of course if the buyer has a bad record for “lost, returned or claims” they have opened in the past. Use signature confirmation delivery. If the buyer is not willing to do this, as the sender of the package you can do it as well. You can open an Item-Not-Received (INR) case on ebay during the 30 day period after the last estimated delivery date. Using Resolution Center Sellers can open an unpaid item case through the Resolution Center. 3 days later the buyer contacted me to say that she could not see her purchase on eBay either. If we are unable to find it I will, of course, issue a refund. I feel selling at the Amazon like Lost Lost situation and also I feel like a loser selling at Amazon… I’m loosing both ways… Can you give me any idea for that kind of situation? If these measures don’t work I will file a case with the postal inspector’s office. eBay Money Back Guarantee protects you in case you do not receive your item or if the item is not as described in the listing. Non-delivery cases include when: There is no proof that the item was shipped to the buyer. You can choose whether to accept returns if a buyer changes their mind about a purchase. You should only open the NAD case You cannot open both cases at once, you DID receive something but it was not as described. The buyer will be refunded through their original payment method, and you may be eligible for a final value fee credit on your next invoice. I also lost for I claimed for insurance as " Lost Item". I'm happy it's my first but still need some guidance. Learn more about our signature confirmation requirements. Edited by: THE GOODY BAG on Apr 18, 2016 3:14 PM, Edited by: THE GOODY BAG on Apr 18, 2016 3:20 PM. I received an item that does not match the seller's description. pirate1122: eBay Discussion! Powered by Discourse, best viewed with JavaScript enabled, Need Help. While the package set on the buyer’s doorstep you are responsible for it. Waiting for your buyer’s payment after resolving an item not received request? 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. ; Click or tap the Your Account icon. Read our article on what to do if you haven’t received your item. Tip You have the option of adding a note to the buyer. You have to pick a certain value…I have lowered my threshold to 50 bucks…and ask for signature confirmation. This is not the information you have from the buyer. Your buyer has two to four days to send payment. John. Be well. I didn’t mean to argue with you. Mark up items a few dollars to cover the costs. Andrew. If your item does not arrive at all, file a claim in the time period for the service you used. You paid the post office to deliver a package to an address, they claim they did that. (Wait at least 3 days from the transaction date to give your seller enough time to ship the item.) You have insurance. 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. I even attached the receipt as an image to the buyer as proof. In that case you’re right if USPS granted my claim. packages that buyers claimed never arrived…miraculously showed up after I showed it was signed for. I do not know about the 3rd. And, remember, filing such a claim is falsification of a government document and can result in severe penalties (besides being dishonest it’s pretty stupid and shows the seller to be no better than a scamming dishonest buyer). Don't think I will bother with eBay/PayPal again!!! ; Click or tap Purchases and reviews. 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 the estimated delivery date for your item has passed, and you still haven't received your item, let the seller know. 6: 07-09-2015 01:28 PM: If buyer says he received the item in a case for not received. The post office said to do it this way. Since I have filed that way, as instructed by my post office, I have gotten my claims approved. I’m just trying to figure out the best way to sell in the future. It could have been drug off by a stray dog. They said it is delivered (somewhere) but it is missing, therefore the correct way to file is: delivered / contents missing. If this happens, you need to tell your seller within 30 days of your actual or latest estimated delivery date. But, in many cases…they are not lying. Choose this option if you don't have tracking details from one of our integrated shipping carriers showing the item was delivered to the address on the order, or showing the package has been in transit without movement for 7 days or more. If you wait days or a week, the odds they will remember delivering that package will be slim to none. We also mention that we understand this can be time-consuming, and that if they don’t have time, we’ll happily do this for them. What is the eBay Money Back Guarantee? When should I open a case? Starting October 19th, 2020, in order for a seller to be protected if a buyer opens an item not received case, signature confirmation will be required when the total value of an order is $750 or more. If I were new, I would think I did over and beyond what was needed. Light pack U.S, according to estimate should have arrived no later March! Information you have a problem so you would know how to handle a return request as a seller and was! 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