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Responding to a request when your buyer doesn't receive an item

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Most sales go smoothly, but occasionally there may be a problem. We help buyers and sellers work together to resolve issues with transactions.

If your buyer reports that they didn't receive an item, we give you options for responding to them. Once a buyer opens a request for a refund when they haven't received an item, you must reply within 8 calendar days to resolve the problem with the buyer or the buyer can ask us to step in and help. Learn more about eBay Money Back Guarantee.

Provide tracking information

If a buyer opens a request about an item they haven't received, you can resolve the request by providing proof of delivery. We ask you to provide tracking information that shows:

  • The delivery status of the item as delivered.

  • The date of delivery (which shows you sent the item within your stated handling time).

  • The buyer's address, displaying at least the town/city or postal code of the address shown on either the Order Details page or PayPal's Transaction Details page.

  • For items valued at £750 or more, proof of the recipient's signature.

If the tracking information shows that the item is still in transit, we may ask the buyer to wait.

Refund the buyer

If the buyer asked for a refund, and you haven't yet posted the item, refund the buyer, including the cost of the item and original postage.

Once the refund is complete, you receive a final value fee credit.

Offer another solution

If the buyer still wants the item, and you can provide it, you can post the item immediately with tracking information. Upload the tracking information to My eBay or Seller Hub, so the buyer knows when the item will arrive.

You can always offer another solution as well. It's important that you and the buyer try to come to an agreement. Contact the buyer via the request or Seller Hub, so there's a record of communications.

More about refunds

Once the buyer opens a request for an item they didn't receive, funds related to the sale in your PayPal account may be put on hold. When you resolve the situation with the buyer, or we find in your favour, the funds are again available for use.

If you don't reply to a case by the deadline, or if you and the buyer can't reach an agreement, the buyer may escalate the case. We'll review the case and come to a decision, If we find in favour of the buyer, we'll refund the buyer directly and recover the amount of the refund from you using one of the methods described above.

If you've agreed to refund the buyer for an item that wasn't received, you must do so within 3 business days. If the buyer doesn't receive the refund within 3 business days, the buyer can ask us to step in and help.

If a buyer asks us to step in and help, either because you didn't respond to a refund request, or you and the buyer can't reach an agreement, we review the request and come to a decision. If we find in favour of the buyer, we refund the buyer directly and recover the amount of the refund from you. That amount includes the cost of the item plus the original cost of postage. We either ask PayPal to remove the refund amount from your PayPal account, place the amount on your seller invoice or charge your payment method on file. We let you know when we're seeking reimbursement.

If we're unable to recover the amount of the refund from you, we may limit or suspend your account until payment is made.

You can appeal within 30 days from when we make a decision by providing new documentation. For example, you may be able to show that the buyer received a refund twice, through both PayPal and a credit card.

Contact Customer Support

If you have an additional question about this subject, please email us at Customer Support.
If you would like to ask a question on another subject, please use the Contact Us page.

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