New seller protections for “Item Not Received” claims outside of your control
You have support with eBay Labels when a buyer claims an item never arrived.
Carrier shipping delays can sometimes lead to buyers filing an Item Not Received (INR) claim, only for the item to arrive days later. Starting in November, we’re improving protections to help make sure sellers like you aren’t negatively affected by things outside your control.
Our new policy
If you ship on time using a tracked shipping service purchased through eBay labels, you’re covered. If tracking shows the item was delivered after you’ve already issued a refund to the buyer, you’ll be reimbursed for the item cost. We’ll also remove any negative or neutral feedback tied to the delay.
What is an Item Not Received claim?
When an item hasn’t been received by the day after the estimated delivery date, the buyer can submit an “Item Not Received” claim. Sellers then have the opportunity to resolve the claim directly with the buyer. If the claim remains unresolved, it’s escalated to the eBay Money Back Guarantee program for review.
Next steps
Learn more about how we support sellers by visiting the Seller protections help page.