Check with other household members that they did not forget to mention a package arriving.In this situation, it would be a good idea to ask the buyer to: The seller does not have any liability for the missing item. 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 tracking information shows item delivered, wait No insurance? Seller without shipping insurance will likely find themselves out of pocket for missing item transactions. This usually involves providing proof of the item’s value (a PayPal transaction record is one example of evidence) and a copy of the original shipping receipt. The next step for a seller with a missing item is to make an insurance claim with the shipping company. Make an insurance claim with the shipping company The one upside is that the seller is credited with the Final Value Fee after the refund has been processed.Īn alternative to a refund is to send a replacement item, though sellers should check with the buyer first whether this is an appropriate solution. If the seller does not have any kind of tracking information, the resolution is the same. 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. If tracking information shows item lost, refund the buyerĮBay’s position on missing items is clear – buyers are entitled to a refund under the Money Back Guarantee. A seller’s next move will depend on the most recent status shown on the item tracking information. When a buyer opens an ‘item not received’ request, the first thing a seller should do is check the tracking information. Not only is this helpful for the buyer, it usually reduces anxious messages to the seller concerning the location of the item. It is good practice for eBay sellers to upload an item’s tracking information as soon as possible. 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. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. 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.īuyers have up to 30 days after the estimated delivery date of an item to report it missing (). While the majority of eBay packages do arrive at their intended destination, it is an unavoidable fact of life that some do not.
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