Lost item

[neelie47]

If buyer never received item, do I have to refund

[soh.maryl]

Unless there is tracking proving otherwise, yes, of course.

[aproudparent2010]

Unless tracking shows delivered then yes you need to give them 100% of their money back

[natoman777]

These types of situations stink...  Have you contacted the carrier?  If tracking shows it hasn't been delivered and the carrier doesn't locate it you have to refund them.  If you have insurance on it you can possibly get your money back.

[soh.maryl · Accepted solution]

Question for you:  Why would anyone who's been here since 2001 ask that question? 

[1tuna]

has the buyer mentioned not getting the item ?

do you check tracking all the time, maybe it did not get updated

I am an honest person and always refund but  make sure that the buyer files a claim for item not received or INR.

I follow the rules all the time and make sure my buyers are going to use the MBG

@neelie47 

[714ricki]

Assuming you have an uploaded tracking number for the transaction in the order details that is showing a delivery scan, do not issue a refund!! If the item is still in transit, again don't issue a refund!!! Just let the buyer open up an item not received case & go from there. 

[oldskoolmadskilz]

Yes, but don't do it to early.  Shippers are still catching up from the holidays.  Might show up soon.

[simba6]

Yes, unless you have a tracking number that shows it was delivered.

[neelie47]

yes, that’s true I have been selling on eBay since Jan. 2001  And in over 20 years I may have had to refund maybe 4 or 5 times AND never had an item that tracking showed  an item  was delivered yet this buyer says she has not received it to date ( it was shipped to California Dec 15 ).  I have sold everything from antiques, collectibles to clothing, furniture and even my 29 year old African gray parrots red tail feathers.  Over the years EBay has made many changes to the way things are done.  When the few people that did return an item,  they returned  the item and I refunded through PayPal. It was simple. The long time sellers would agree,  I’m sure.  That is why I wasn’t sure if I had to refund a buyer for an item  with tracking  that showed it was delivered a few days later.  When actually the USPS is at fault In my opinion.

[ms.rodriguez*]

Does the tracking show delivered? If yes, ask the seller to look around the bushes or in the backyard or some other spot that the carrier might have put it there.  Ask them to ask family members to see if someone put it in a closet?     Do NOT refund.   You can ask them to go to the post office with the tracking #.  The post office would know which carrier had it last.   If the buyer opens a case, immediately respond to the case with the tracking # if it shows delivered.  The case will close in your favor.   It's up to the buyer to provide a safe location. It's possible that their item was stolen too but that is NOT your responsibility. 

BLock this buyer so that they do not buy again. They could be a scammer or have crooked neighbors.  You do not want to go through this again.

[soh.maryl]

OK, thanks for the explanation.  My point was that it was surprising to me that an experienced eBayer would believe there would be an option not to refund. 

Have you read the MBG for buyers?  

Again, if there is no tracking proving delivery, yes, the seller has to refund.  If there is tracking, and the buyer opens an INR case, all the seller has to do is post the tracking # to the case.