buyer says item not received..
Hi there,
I received message that buyer has not received item yet. On Jan 6th tracking showed "in transit, arriving on time". The 7th, it was at a facility in their area. After 4 additional tracking updates, the latest shows up on Sunday the 11th "In transit to next facility, arriving late". When I read the message from ebay one of the choices were to contact buyer which I have. So its not that it has been delivered someplace and they just haven't gotten it. Its still moving!
Told them I was sorry this happened and I would look into it tomorrow (the13th) ...well, technically it is the tomorrow. I am a night owl. lol
Anyways what else needs to be done if anything. I tried to let ebay know that tracking was uploaded at the time label was printed but saw no links.
Thanks for any help 🙂
participatrophy
·9 months ago@penee4urthoughts
Step 1 is to go into the INR case here on eBay, select the option to update tracking for the buyer, then click save and continue or whatever it says. Yes the buyer already has the tracking number. Yes the tracking number will probably already be autofilled for you when you go to do this. It seems redundant. Do it anyway. This is the most important part.
Step 2 is to go to USPS website and submit a missing mail request to find your package. There's a section that tells you to check a box to indicate the contents of the package. If none of the options apply, pick one anyway. Documents/Papers is usually a safe bet if you included a packing slip or a thank you note or anything like that. Leaving it blank and not checking a box will cause the form to error out at the end when you try to submit it.
penee4urthoughts
OP9 months agoGood morning participatrophy,
Thank you, however I am unable to find seller hub and nothing shows up when I click on the actual purchase however I did find a link in the message I got from eBay and did provide the tracking number which as you said was already auto filled.
"Tracking shows this item is still on its way to the buyer. If it isn't delivered by the end of 16 Jan 2026, they can ask us to step in and help.
As long as tracking details confirm correct shipping and delivery information, you're protected if the buyer asks us to step in."
when I clicked on the "YOU UPDATED TRACKING DETAILS"
History I show this, but am confused by Jan 11 listed note regarding delivery date missing from package???
"Hi there, I just saw the note regarding you have not received your item yet. I will call the postal service tomorrow and see what I can find out and get back to you. Sorry for the inconvenience. Regards,
"The estimated delivery date disappeared from the tracking page and I think usps may have lost the package."
babyers88
·9 months agogenerally once a item not received case has been opened and tracking is or was already provided then you have 10 additional days for it to arrive.
If it has not arrived by the 9th day and tracking shows it is still moving thru the system, then you can reach out to ebay and "ask" for more time, it is then up the rep to either give you extra time or not.
presuming the customer is not upset and is willing to wait, if they are nagging you or asking for a refund then just send the refund or if you want to do it anyway then do it.
if it then arrives at a later date ebay now has a process you get you paid back (if you used ebay labels).
or if it simply vanishes then open a lost mail insurance claim with the carrier.
In any case it is a good idea to communicate with your buyer and make them aware that you are going to make sure they are covered no matter what happens.
penee4urthoughts
OP9 months agothank you babyers88,
I just got off phone with usps. They are going to do a search for package and get back to me in 2 to 3 business days. I also sent message to buyer telling them as such and asked they please allow this time to locate package. That is going to put me past the date however that ebay dictates they can / will step in if asked??
I know with eBay, you can do everything right and still get penalized.
sigh 😞