Sometimes the package is simply there, awaiting pickup. On the next page, enter your message and select. The "Report an item not received or not as described" form appears. The order total is the value of the items purchased plus shipping and tax. When a buyer opens a request, please be aware that funds related to the sale may be put on hold. How to handle case, item not received? 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. If the estimated delivery date for your item has passed, and you still haven't received your item, let the seller know. 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. It has nothing to do with lying. 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. 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). Significantly Not as Described – You received an item, but it was significantly 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? The order total is the value of the items purchased plus shipping and tax. How is this even possible for them to open this case weeks after […] 4 years ago . ... Timeline: Right after you open a case at the Resolution Centre. 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. It is too late now, but for future reference and for any new sellers reading this. Thanks for your suggestion. Canceling a transaction. You just need to open Item not received case with eBay and take it from there. This is not the information you have from the buyer. 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. While you had the post office leave it unattended, it could have been stolen. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. 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. #ebay #ebaysupport #ebayhelp #ebayadvice I have been an ebayer since 2003. I’m having issues with a seller. Reply. 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. If you get to the Resolution Center from your item listing, your item number is already filled in. including my next door neighbor who knocked on my door asking about it after the 3P seller told her to ask her neighbors. in my little gated community…3 different people had packages marked delivered that never were. I didn’t mean to argue with you. The tracking shows it as delivered, but the customer says they can't find their item (sent to a business address). 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? Your buyer has two to four days to send payment. If I were new, I would think I did over and beyond what was needed. 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. eBay really should increase the default display of purchases from the current 60 days to 90 days I normally do not post at all and seldom even come to the forums due to seeing the OP getting smacked around. Item Not Received (INR). If we can’t find it within a few days, I will refund and let you know what the postal inspectors find out. I’m just trying to figure out the best way to sell in the future. Allison Dutton. When should I open a case? Select the carrier you used from the dropdown list. You should report missing packages to the shipping carrier you used—they may be able to help. It makes a difference because you are lying and accusing the post office of opening and emptying the parcel. To ensure all of our members have a great experience on eBay, most purchases are covered under eBay Money Back Guarantee. Then USPS should issue the money to you for claim. If you’re a managed payments seller, learn how refunds work. I would like to try a few things that have successfully located packages in the past. Sign in to your account and enter your User ID and password. Once the issue is resolved, or we find it in your favor, the hold is lifted and the funds are available again. Select the I Sold an Item and Haven’t Received My Payment Yet option and click Continue. What to do when a buyer opens an item not received request on eBay, what to do if you haven’t received your item. What should I do? On October 28th, she opened a case for item not received and asked me to provide the tracking info. I’m still new selling at Amazon. 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. Many carriers now have scanners that are equipped with GPS tracking and the postal inspectors can find out exactly where the package was delivered. I reply and apologize and give all details of the shipment minus a tracking number as light pack is … I haven't received my payment yet. Thanks You paid the post office to deliver a package to an address, they claim they did that. You have tracking. If this happens, you need to tell your seller within 30 days of your actual or latest estimated delivery date. I just refunded him and sure enough, it showed up. On the Etsy app, tap the order you’re interested in, then tap Help with order under the order. I received an item that does not match the seller's description. In the email you received telling you the buyer’s issue, select See request details. If you have a problem with a purchase, your first step is to open a case with the seller to resolve the problem. I know it will be delivered and it's just behind schedule like a lot of the ridiculously overly confident USPS delivery estimates. ; Click Help with order next to the order you’re interested in. Tracking status shows “Delivered”. They sold me an item as new, I even asked them was it brand new and unopened before I bought it. A non-delivery occurs when a buyer places an order but does not receive the item. Hi. Use signature confirmation delivery. Buyer opened the “Item Not Received” case. Refund the buyer: The buyer will get a full refund, including the original shipping costs. 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 package set on the buyer’s doorstep you are responsible for it. You have the option of adding a note to the buyer. 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. ; Click or tap the Your Account icon. The estimated delivery date came and gone so I opened a case of item not received. At least not for high ticket items. On October 6th, I sold an item. This is very stressful. 3 days later the buyer contacted me to say that she could not see her purchase on eBay either. In most of cases, we cover the purchase price plus original shipping. You have to pick a certain value…I have lowered my threshold to 50 bucks…and ask for signature confirmation. 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. Use TAB key to navigate results. I responded immediately with the tracking info, which says delivered on October 15th. 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. I was advised of the sale via my PayPal account and posted the item as there was a confirmed payment. If these measures don’t work I will file a case with the postal inspector’s office. So for this purchase the claim period is from April 15 to May 14. 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. Read our article on what to do if you haven’t received your item. A customer opened a case for Item Not Received. To the poster, you need to buy signature confirmation in order to defend against item not received claim. Tip 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. 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 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 even attached the receipt as an image to the buyer as proof. 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. I also lost for I claimed for insurance as " Lost Item". After that time, either you or the buyer can ask us to step in to help resolve the issue. 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). pirate1122: eBay Discussion! 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. I shipped the item by USPS Priority Mail with Delivery Comfirmation and Insurance. If you want proof, you need to ship via signature confirmation. 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. If the buyer is not willing to do this, as the sender of the package you can do it as well. You will see that Signature Confirmation could also cause problems, but not all buyers are problem buyers. Amazon will not accept tracking information as a proof of delivery. If you’re a managed payments seller, once a hold is lifted, you’ll receive your funds in your next payout. I will let you know what I find out and, please, let me know if you are able to find it yourself. Many a lost package was simply laid aside by a family member and then forgotten. 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. Using Resolution Center Sellers can open an unpaid item case through the Resolution Center. Be well. Most just say they are quitting and bla bla bla…. What to do when a buyer doesn't pay. To report a problem with an order: Sign in to Etsy.com or open the Etsy app. I’m really not sure how to go about this since the claim of “item not received” is still open? Non-delivery cases include when: There is no proof that the item was shipped to the buyer. Mark up items a few dollars to cover the costs. Buyers win wins… I lost money and my products. 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. If your package was delivered to the wrong address they may be able to retrieve it and get it to you. Lost Mail or Package. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. Once a request is opened, you have 3 business days to resolve the issue. I shipped the item by USPS Priority Mail with Delivery Comfirmation and Insurance. I just had a buyer open a item not received case today for an item that was mailed last Saturday - 6 days ago. Enter the tracking number, or if you don’t have it, the date you shipped the item. so yes…it does happen. Once you’ve sent the replacement, let them know it’s on the way and upload tracking information to the request. Next time (God forbid) do it before refunding - the customer “normally” finds the packages. But, in many cases…they are not lying. Edited by: THE GOODY BAG on Apr 18, 2016 3:14 PM, Edited by: THE GOODY BAG on Apr 18, 2016 3:20 PM. Type the item number of the listing in question (if it’s not … 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. 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 . And her package was a huge ride on toy car. The post office said to do it this way. It could have been drug off by a stray dog. packages that buyers claimed never arrived…miraculously showed up after I showed it was signed for. 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. There are many threads along these lines on the message board. Report an item that hasn't arrived Luckily he was honest and sent me my money back. Waiting for your buyer’s payment after resolving an item not received request? 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? Learn more about our signature confirmation requirements. Yes, but not with eBay. I purchased the insurance for the item. Athletichunta: eBay Discussion! They said it is delivered (somewhere) but it is missing, therefore the correct way to file is: delivered / contents missing. Will I win?. If your mail or package included insurance, you may be able to file an insurance claim. Significantly Not As Described (SNAD). 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. Buyer opened the “Item Not Received” case. It could have been dropped off at the wrong address. Non-Delivery. 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. You should only open the NAD case You cannot open both cases at once, you DID receive something but it was not as described. Welcome to Amazon. Item shipped Feb. 24th, Light pack U.S, according to estimate should have arrived no later than March 8th. I sent it the day after it was ordered in the morning. 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? 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. If you and the buyer can’t agree on a resolution within 3 business days, you can ask eBay to step in to help. 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