Generally when an item is not received, a buyer goes to the Resolution Center, link at bottom of this page, and opens a "case" for Item Not Received (INR). Then there are time frames for the seller to act and if not the buyer is refunded.
But IF the tracking information provided shows "delivered" then it is generally assumed by eBay that the item was delivered to the buyer. There are two possibilities when the buyer claims they didn't get something when tracking shows delivered.
1. Theft or porch piracy - or sometime someone else picked up package to help person out - neighbor, housemate, friend, etc. Buyer is responsible to have a secure location where packages can be delivered.
2. Misdelivery - package was delivered to the wrong address or the seller sent it to the wrong address.
The "fix" to this (misdelivery) is to go to the shipper and get the Address (GPS Coordinates) for where the package was scanned as "delivered". Alternatively the letter could state the delivery address was not your address. If that address shows your address then there was porch piracy and eBay, nor the seller can help you - file a police report. IF the delivery scan is not your address, the you will need to get a letter from the shipper:
• on shipper letterhead
• signed by an employee (with printed name of course)
• contact info for employee, so eBay can all & verify
• State the tracking number & address where package was delivered
•
You get that letter and send it to eBay as part of an Item Not Received (INR) case or an appeal to such a case and eBay will apply the MBG and see to it that you are refunded.
