Locked
Discussions in this board are limited to the original poster and Community Mentors
PWE Not Scanned, Case Opened And Refunded Then Was Delivered - How do I get my $ now?
Summary: barkaycards discussed an issue where a shipped card was not scanned, leading to a refund after the buyer claimed it wasn't received. The card eventually got delivered, but the appeal for the case was not possible. mr_lincoln advised on potential eBay claims and seller protection protocols, noting that reaching out to eBay might be necessary due to the initial lack of a scan. disneyshopper provided additional resources for tracking shipments and recouping costs from eBay. barkaycards accepted the advice and planned to explore the suggested options.
Hello,
So I shipped a card with PWE on 9/10 and it did not get scanned in. The buyer reached out and I asked to wait a few days to see if it magically started to track. After 18 days no scan at all. Buyer opened an Item Not Received case and I refunded them. About 2 hours after I refunded them on 9/28, the card started tracking and then was delivered on 9/30. Reached out to buyer to confirm delivery, and they said yes it arrived. I went back into the case and says cannot appeal it. So, how do I get paid for the card that actually arrived now? I won't be able to put in a PWE case after the 30 days because it was delivered.
Thanks in advance. This is a first for me.
Joe
disneyshopper
Mentor1 week agoYou can try tracking the envelope at any of these sites:
https://www.trackmyshipment.co/
https://www.trackmyshipment.co/shipment-tracking
https://parcelsapp.com/en/carriers/easyship
If you have to refund the buyer for an Item Not Delivered case, you can get reimbursed here:
https://pages.ebay.com/seller-center/shipping/ebay-standard-envelope.html#m22_tb_a1__6
barkaycards
OP1 week agoThanks!
mr_lincoln
Mentor1 week ago · EditedHi @barkaycards
If the PWE is actually the eIS (eBay Standard Envelope) and your item qualifies you submit a claim for the loss: eBay standard envelope | eBay
If it is different or just an FYI for other tracked shipping services eBay launched a new Seller protection late last year if certain criteria is met, this is the basic explanation:
If the following criteria is met eBay will reimburse you if the package is eventually delivered after you have refunded a Buyer through an eBay claim that they did not receive their package AND delivery is confirmed through tracking on eBay. eBay launched this new Seller protection in late 2025.
1. Seller prints the shipping label through eBay
2. Seller ships and gets a carrier scan within their Handling time
3. Buyer files a claim through eBay that they did not receive their package AND the Seller refunds the Buyer through the eBay claim
4. The package is delivered later and after the Buyer has been refunded, eBay tracking confirms the delivery
Your issue would be that the initial scan by the carrier did not happen within your Handling time so you may have to reach out to eBay on this one. Does the tracking history show the date of the first scan and if so was that within your Handling time?
Here' are some suggestions on how to contact eBay general customer service.
1. CLICK THIS LINK:
https://www.ebay.com/help/contact?type=ContactUs&topicId=4000
2. Select a category that best matches your problem.
3. Answer the chat bots question by stating what you need help with. Be brief when you reply to the chat bot.
4. Type AGENT (you may have repeat steps 3 and 4)
5. Request a call back or live chat. (Note that the contact options vary depending on the topic and staffing availability)
Monday to Sunday 5:00 am to 09:30 pm PST
3. Or you can also contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.
https://www.instagram.com/ebay/
barkaycards
OP1 week agoThanks. It is for a trading card via PWE and eBay. I will try to open the claim since it was refunded before the delivered date and see what happens. IF not, will call eBay. Appreciate the info. Always a new situation comes up that I haven't encountered before.
mr_lincoln
Mentor1 week ago@barkaycards
Trust me when I say we see the same thing, many new situations arise that are not clearly covered by the eBay Help pages and we have to rely on experience from our own accounts or other member's account or a little intuition LOL (ie: guess work).