Buyer is reporting they didnt receive item 90+ days ago

Question

My buyer just today sent an "item not received" notification to eBay. The purchase was made on 11/24/25. I can no longer find tracking info for this as I keep them for 90 days. What is my obligation here?

wooden_flower · Answer

@keyonibus

Use this page to look up the order - https://www.ebay.com/sh/ord/?filter=status:ALL_ORDERS - you will see the tracking #. You can probably still see the details on the carrier’s website. USPS info is usually available for 120 days. If the info is there, I would print a copy of the page since it will be gone soon.

You cannot refund through eBay, even if you find that the package was not delivered. The buyer cannot file a claim through eBay. They can however, probably file a dispute through their credit card issuer - most cards will open a dispute for up to 180 days. So it is good to gather what details you can.

If the tracking does show delivered, I would send the buyer a sympathetic note, explaining that it is too late to ask the carrier for help in locating the package. If not delivered, explain that it is too late to file a claim with the carrier.