If this happens, you need to tell your seller within 30 days of your actual or latest estimated delivery date. Once you’ve sent the replacement, let them know it’s on the way and upload tracking information to the request. It was your responsibility to get the package to the hands of the buyer (or someone on their behalf). Be well. What can I open a case for? 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. Allison Dutton. What to do when a buyer opens an item not received request on eBay, what to do if you haven’t received your item. including my next door neighbor who knocked on my door asking about it after the 3P seller told her to ask her neighbors. After that time, either you or the buyer can ask us to step in to help resolve the issue. Non-delivery cases include when: There is no proof that the item was shipped to the buyer. 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. 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”. In most of cases, we cover the purchase price plus original shipping. The Report an Unpaid Item Case form appears. An item was sent to an address that is not on the Etsy receipt. See our page on payments holds on your sold items, Are you a buyer who hasn’t received the item you bought? 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. 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? pirate1122: eBay Discussion! It is not possible to open both types of case at the same time I closed one and opened another. Yet a case was opened . I’m just trying to figure out the best way to sell in the future. 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. They denied it even I purchased for insurance. If you’re a managed payments seller, once a hold is lifted, you’ll receive your funds in your next payout. Enter the tracking number, or if you don’t have it, the date you shipped the item. 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. I purchased the insurance for the item. If your mail or package included insurance, you may be able to file an insurance claim. If you wait days or a week, the odds they will remember delivering that package will be slim to none. While you had the post office leave it unattended, it could have been stolen. It could have been dropped off at the wrong address. He'd scheduled it to be sent to me again versus him and said he'd open a paypal case. 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. 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. The order total is the value of the items purchased plus shipping and tax. You have insurance. What is the eBay Money Back Guarantee? I lost for buyer claimed as “Item Not Received”. You have to pick a certain value…I have lowered my threshold to 50 bucks…and ask for signature confirmation. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. I will call your post office and initiate a trace on the package. 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). 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. Please, do, ask your family and neighbors. I just refunded him and sure enough, it showed up. You have tracking. Luckily he was honest and sent me my money back. Edited by: 1sputnik on Apr 18, 2016 4:49 PM. Use signature confirmation delivery. Using Resolution Center Sellers can open an unpaid item case through the Resolution Center. At least not for high ticket items. 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. Lost Mail or Package. Buyer opened the “Item Not Received” case. I know it will be delivered and it's just behind schedule like a lot of the ridiculously overly confident USPS delivery estimates. 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. When should I open a case? 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. ... Timeline: Right after you open a case at the Resolution Centre. 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? Read our article on what to do if you haven’t received your item. You should only open the NAD case You cannot open both cases at once, you DID receive something but it was not as described. Buyer opened a case and I sent them a message asking them to be patient and wait for the package to arrive. 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. Top Takeaway If you haven't received your item, let the seller know within 30 days of the estimated delivery date. You should report missing packages to the shipping carrier you used—they may be able to help. You can choose whether to accept returns if a buyer changes their mind about a purchase. 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). 4: 11-04-2015 12:10 PM: Not received item case opened 65 days + tannedweekend: eBay Discussion! Most just say they are quitting and bla bla bla…. Sold an item on Facebook and it had been 3 months without it arriving. John. Don't think I will bother with eBay/PayPal again!!! Tracking is not proof the package reached the buyer. Buyer opened an “Item Not Received” case. “Delivered contents missing” requires, at least in my Postal District, a return of the empty parcel. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. 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