Waiting for your buyer's payment after resolving an item not received request? See our page on pending payments
Are you a buyer and haven't received the item you bought? Read our article on what to do if you haven't received your item
If your buyer hasn't received their item and the estimated delivery date has passed, they'll let you know there's an issue by opening an “Item not received” request.
If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll be available in your Messages - opens in new window or tab too.
Once a request is opened, you've got 3 business days to resolve the issue. After that time, either you or the buyer can ask us to step in and help resolve the issue.
Resolve an item not received request
Tip
When a buyer opens a request, the funds related to the sale may be be put on hold. Once the issue is resolved, the hold is lifted and you'll receive your funds in your next scheduled payout.
What to do when a buyer opens an item not received request
In the email you received telling you the buyer's issue, select See request details. You'll find information on whether the buyer is requesting a refund or would prefer to still receive the item. You'll also see your response options:
Add tracking details – You can provide tracking information showing the date you posted the item, the date it was delivered, and the address it was delivered to. If the order has a total cost (total of item(s), postage and tax) of £450 or more, it should also show the signature confirmation of the recipient. Learn more about our signature confirmation requirements.
Refund the buyer – The buyer will get a full refund, including the original postage costs. Choose this option if you don't have tracking that shows the item was delivered or tracking details that shows that the package has been in transit without movement for 7 days or more.
Send a message to the buyer – If you'd like to speak with the buyer directly to try and resolve their issue, you can send them a message. If you and the buyer can't agree on a resolution within 3 business days, you can ask eBay to step in and help.
Sending a replacement item – If the buyer would rather have the item than a refund, use the "Send a message" option to offer them a replacement. Once you've sent the replacement, let them know it's on the way and upload tracking information to the request.
Tip
You should report missing packages to the postal carrier you used – they may be able to help.
Ask eBay to step in and help
If you and the buyer haven’t been able to resolve the issue within 3 business days, you can ask us to step in to help. If we step in, you will no longer be able to issue a refund.
You can ask us to step in from the Returns & Refunds section of Seller Help. Simply select Take Action beside the item and then Ask eBay to step in.
You can also ask us to step in and help from Seller Hub or from My eBay Orders.
When we step in, we'll review the details of your case and will aim to resolve it in the fairest way possible. We normally come back with an answer within 48 hours, though occasionally it might take longer if we need more information.
If we determine that you've met your obligations to the buyer, the case will be closed and you won't need to do anything else.
If we determine that you are responsible for providing a refund to the buyer, we'll issue the refund and then seek reimbursement from you. You won't receive fee credits if this happens, and the case will be counted as "closed without seller resolution", which can affect your seller performance level.
If you don't agree with our resolution, you can appeal by providing new information within 30 calendar days of the case being closed.