Timeline: Right after you open a case at the Resolution Centre.. After you’ve opened your case at the Resolution Centre, we contact the seller, let them know you've opened a case with them about your purchase, and encourage them to communicate with you within the next 10 days. She has then apparently gone to the post office (not delivery office??) 3. ******************************************************************************************. Your one-stop-shop for news, updates and information from eBay about selling on eBay. Shipping with Signature Confirmation will protect you in an Item Not Received case, provided you ship to the address on the PayPal transaction details page and the tracking shows as delivered or a signature is captured. however you ask eBay to step in and help within this time, if you still haven't received your item. The case should be closed in your favour. Monday the 17th was Presidents Day so my post office was not open. We contact the seller. What was the outcome of this case please? Buyer was from Switzerland and was unable to open a not received case on the Swiss Ebay, so they contacted ebay. If they paid with paypal, they have 180 days from purchase to file. Here is what my research found: A buyer can report in My eBay that they didn't receive an item once the item's latest estimated delivery date has passed, and for 30 days after the latest estimated delivery date. I then messaged tracking reference and checked myself which stated parcel was delivered (signed for) 2 days after posting. if she opens an item not received case, then just call ebay and say that a buyer opened a case for item not received, but tracking clearly shows it was delivered, can we please close this. Can I win this case based on timeline criteria? So I had a chat with ebay Support and asked what to do as I always send items 1st Class Recorded Delivery. Got this from ebay message boards: Buyers have 45 days to open an Item Not As Described or an Item Not Received case with PayPal. For Authenticity Guarantee purchases, eBay Money Back Guarantee does not cover returns on the basis that an item is not as described when the item is considered final sale. International Item Not Received Case Opened. Fantastic news! What to do when a buyer opens an item not received request on eBay In the email you received telling you the buyer’s issue, select See request details. Item no ... Appeal eBay’s decision on a case . However, we're always ready to step in and help. When a request is opened the seller has 3 business days to respond before the buyer can ask eBay to step in. I then replied to eBay and said "I have already received payment and dispatched item" and eBay told me not to worry. A buyer can only open an “item not received” request after the estimated delivery date plus 1 day. If there's an open cancellation request, return, eBay Money Back Guarantee claim, or an open dispute made outside of eBay against an order, then the Send refund option will not be available. The seller will win an INR but a decent one will chase it up as far as humanly possible on the buyer's behalf. Share best practices, tips, and insights. Latest estimated delivery dateWhen we have no information about the actual delivery date, we use the latest estimated delivery date. We always encourage our members to communicate with each other when there's a problem with a transaction. That is the ebay policy. The sold the item with free shipping and shipped via Canada Post International Ground going to Europe. Starting 19 October, 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 £450 or more. @f_true As long as you have ntered the Tracking you will win a Not Received dispute if your buyer decides to open one. to enquire and they have apparently said that the item was delivered and she was at an appointment. Learn more about asking eBay for help. It’s supposed to Be for communication only—because as most of us know—eBay still wants the seller to work with the buyer & keep the buyer happy. I had no chance to respond to the case and ebay within one minute. It won't make any difference as far as Ebay is concerned. Buyer opened an 'item not received' case without messaging, hasn't responded since At 11 pm on June 13 a buyer opened an item not received case after it had been marked as delivered. Meet other eBay community members who share your passions. Select More actions beside your item and then I didn't receive it. I contacted the seller and received no reply. Will I get a defect? You don't need to do anything now. Thanks for the advice, don't worry, the Royal Mail receipt is going nowhere! I'll update this when I hear back from eBay customer support. I have also edited my post with the latest update from the buyer, is that likely to throw a spanner in the works? It could be that, for some reason, the buyer did not receive the item but you can only go on the information about the delivery you have and you have fulfilled your legal obligations. Wait and see what your buyer does, and if they open a case, respond with the tracking details. On the 5th day, you can close the case by going to the Resolution Center and selecting Receive fee credit, then Close case on the following page. Hi, I have been to the local post office and they said they haven't got any parcels holding for me so the only solution is send me a refund. An international buyer opened an item not rec'd case 74 days after I shipped the package. The first step is to contact the member through … Your Buyer wrote - "Hi I have been to the local Post Office and they said they haven't got any parcels holding for me........". A little background first. eBay allows a case to be opened after the MBG has expires but the buyer isn’t supposed to be able to escalate it to eBay. Buyers can open a case in Paypal if they lose a dispute with ebay. Shipping with Signature Confirmation will protect you in an Item Not Received case, provided you ship to the address on the PayPal transaction details page and the tracking shows as delivered or a signature is captured. The package was sent out on the 19th. You’ll also see your response options: Got this from ebay message boards: Buyers have 45 days to open an Item Not As Described or an Item Not Received case with PayPal. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. On eBay, in the past sellers have done their utmost to avoid a buyer opening an Item Not Received case. When we have no estimated delivery information, we consider the latest estimated delivery date to be 7 days from payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries. Report an item that hasn't arrived through My eBay. I now have my funds back and I the buyer has not been refunded. Whatever you do DO NOT call ebay as this often results in the case being closed in the buyer's favour. I sold an item for £110 on eBay on the 4th of August 2014. (eBay rule of thumb 30 days from delivery of item) eBay will allow a buyer to open a case, because the item is past eBay's Money Back Guarantee time frame one of the options in the return should be to decline it. Under Have you received payment from the buyer?, select No. And then there are credit card charge backs. The buyer then opened a case with eBay which advised she could return it and receive … While Unpaid Item Assistant works for most eBay listings, including items listed in eBay Motors, Parts & Accessories, it’s not available for vehicle listings in eBay Motors. Buyer has now decided to take this up with eBay and apparently I will hear back within 48 hours. If not, why would eBay allow the buyer to open a case 74 days since item was shipped? Let the seller know how they can help resolve the problem. You'll also need to provide us with the shipping tracking number (with Signature Confirmation for items worth more than $750) to receive your refund through PayPal. Is my interpretation of the eBay money back policy correct? Glad to see that the delivery confirmation is enough to win the case. My interpretation of policy is that international buyers have to report item not rec'd no later than the 30th day either from the estimated delivery date or from the paid item date. Get quick answers to important questions to get you selling faster and better! Re: case was opened as item not received, seller offered to send another so case was closed. You can open an Item-Not-Received (INR) case on ebay during the 30 day period after the last estimated delivery date. The buyer can take it up with RM. As soon as the Unpaid Item Assistant opens a case, the buyer can’t leave feedback until the case is closed and you’ve received payment. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. I have advised the buyer numerous times to open a resolution case with eBay which she is ignoring. you need to respond again, through ebay case, with the tracking number if asked, then write that the item has been received,, or you can politely write the buyer and say i can see that you item has been received according to tracking, may you please close the ebay action, as you have received your item, thanks Yes, if you opened an "item not as described" case for a purchase covered by eBay Buyer Protection. Those can be a year for some cards. ... Appeal eBay’s decision on a case . Select Send request. If you don't hear back from the seller or can't reach a resolution after at least 3 business days, escalate your case in the Resolution … The order total is the value of the items purchased plus shipping and tax. If there's an open cancellation request, return, eBay Money Back Guarantee claim, or an open dispute made outside of eBay against an order, then the Send refund option will not be available. Several months ago I had a buyer open a case: Item Not Received and asked for a full refund. The first step is to contact the member through … Using Resolution Center Sellers can open an unpaid item case through the Resolution Center. The buyer can take it up with RM. Didn't realise that some PO's double as Sorting Offices, suppose it is down to how much space at the end of the day? If the seller hasn't sorted things out after 3 business days, you can ask us for help through the "Item not received" request. Case has now been closed by eBay in my favor, since the tracking shows that the item was delivered within 2 days of my dispatch. You have the option of adding a message to the seller. {"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}}. edited to add—I think the buyer can ask eBay to step in, in this situation, but they lose the case—they get a message saying “we’re sorry this didn’t work out for you. Feb 2, 2017 2:24:57 PM. My interpretation of policy is that international buyers have to report item not rec'd no later than the 30th day either from the estimated delivery date or from the paid item date. eBay Authenticity Guarantee items are considered 'final sale' when the seller doesn't offer returns or the return is outside the seller's stated return window, and the item is in new condition. It could be that, for some reason, the buyer did not receive the item but you can only go on the information about the delivery you have and you have fulfilled your legal obligations. Success all round. Well done for standing your ground. 18,657 Views. Tick the box beside I want a refund or I want the item. I contacted ebay and an ebay staff Deryi. Ive just had an email saying an item has been delivered here today and it hasnt. Your story is a familiar one, one that pops up on these boards with regularity. Your interrogation is correct. If the buyer opened a case, and you inserted the tracking number into the case, then if it went to eBay Customer Support to deal with, they would see it as delivered and you wouldn't need to do anything. You can decline the return if it was opened through eBay, if it was opened via paypal and the case is in your paypal resolution center buyer will have to ship back for a refund. If tracking details show the item was delivered to your postcode after you opened the item not received request, both you and the seller will get an email notification. We always encourage our members to communicate with each other when there's a problem with a transaction. I bought a phone on June the 4th and I have not received it yet. Copyright © 1995-2021 eBay Inc. All Rights Reserved. The trouble is, the item was delivered on May 5th according to RM's tracking (dispatched May 3rd) and if they had missed the delivery then (a) it would show on the tracking as "collected" instead of "delivered" (I've checked this with other RM deliveries) and (b) since it's been so long since I sent it out, if the buyer had missed it then the item would have been returned to me by now - which it hasn't! You may not open an INR claim early on eBay. Vora offered £7.50, although the screenshot of a photo sent by the buyer did not show evidence of staining. Am I going to win the case, or will eBay take the buyer's side? When an unpaid item case closes without the buyer paying, the seller will automatically receive a final value fee credit from eBay, and we block the buyer from leaving feedback for that transaction. yes. You are correct. Well I'm not refunding them, as I sent the item to them and it states the item is delivered! Excellent news, but still do not discard the shipping receipt on the off chance that he opens a spurious case in PayPal, tuck it away somewhere safe, That's great news! An international buyer opened an item not rec'd case 74 days after I shipped the package. Paypal are renowned for looking into cases a lot more closely than Ebay. Copyright © 1995-2020 eBay Inc. All Rights Reserved. The outcome of the case was that the buyer asked eBay to step in, and eBay found that I was in the right as the tracking provided stated that the item was indeed delivered. Escalate the case to eBay. Add your RM tracking reference (or whatever courier it was) and it should then state that the item was delivered. So for this purchase the claim period is from April 15 to May 14. Buyer Protection steps. I had to work the next day on the 18th so I sent their package on the 19th. Give support, share information, and connect with fellow members. I was home (by chance) all day and believe me, there were no callers. Here's how you can protect yourself as a buyer: Open a case. I got 5 cases in Paypal opened and an email from Ebay asking me … You have provided all the evidence showing delivery that's required so you should win the case. Any Non Deliveries get returned to the Sorting Office a few miles away. It won't make any difference as far as Ebay is concerned. She messaged me 10 days after auction ended saying should I be concerned this hasn’t arrived yet? {"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}}. After opening a case, the buyer has 4 days to respond or pay for the item. My interpretation of policy is that international buyers have to report item not rec'd no later than the 30th day either from the estimated delivery date or from the paid item date. I buyer opened an item not received case for an item shipped Small Packets International - Ground. If you go to the Sold section of My eBay, and find the item in question, it should give you the option to add a tracking number (if not done so already). all u have to do is the response that u did . I state that I ship Mondays and Thursdays, buyer ordered on Friday, February 14th. I realise it's probably different in cities and large towns but my local sorting office is my local post office. Unfortunately you are no longer covered by the MBG” or something like that. Starting 19 October, 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 £450 or more. Case closed. Message 8 of 37. Now I’m not sure where to go from here I’m not refunding out of good will! Your request will then close automatically within 24 hours. As having the same problem with a seller now. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. Maybe more believable, if your Buyer had gone to her local Sorting Office rather than the PO. Go to Purchase history - opens in new window or tab. Cancelling your case The Buyer is trying it on, trying to get a free item. An international buyer opened an item not rec'd case 74 days after I shipped the package. Thanks to everyone who helped out on this thread! I shipped the item on August 30, 2017 and the case was opened today (Oct. 3). Can't you see a signature on the RM website? They hadn't previously contacted me at all, just opened a case. If a seller chooses to use an unreliable company to deliver goods, whos delivery people steel goods or deliver them to the wrong address then falsify the documentation, it is down to the seller and the delivery company and it certainly wont take long before it starts to show up on the sellers ebay feedback too !!! I have a buyer who just recently opened a case against me for an item not received. I paid on the night I bought it, the money has left my paypal account and bank account and paypal says transaction complete. Excellent. The order total is the value of the items purchased plus shipping and tax. A few days after I dispatched the item, eBay contacted me to say "Issue a refund to the buyer as someone has been purchasing items of their account with their permission". I had a, buyer opened a non-received case on NOV 10.24am and within one minute the case is closed in buyer s favor (10:25am NOV20). Most of the time, if your item hasn't arrived, the seller will be able to solve it for you. You cant prove that the buyer has recived an item just by tracking info. If it has been more than 30 days since ebays latest delivery estimate, then yes you can win this. My local PO is just one small Counter in the local Spar Shop. Should I be worried? ___________________________________________________________. If your item hasn't arrived or isn't as described, contact the seller by opening a case in the Resolution Center. The 19th report an item for £110 on eBay on the 4th and I have buyer... 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