Your seller metrics are very important on eBay. To avoid getting defects on your account, we've put together a few ideas.

If the buyer reports they haven't received their item and you cannot provide tracking information showing it was delivered, they are entitled to a refund and you should refund before eBay steps in.

Note: the buyer can only open an item not received case once the estimated delivery date has passed.

You can view all open cases here.

eBay will send a message as well as notify you on the dashboard that there's an open case. Once opened, you have 3 business days to respond. After that, both you and the buyer can escalate the issue to eBay.

What to do once a case has been opened?

1. Verify the order status on your supplier's link (Amazon/Walmart).
2. Verify the tracking number shows delivered to buyer address on the carrier site.
3. Upload the tracking number in the case.

The tracking must be from a recognized carrier on eBay and include the shipping date, the delivery date, and the address it was delivered to. Here's how to add tracking:

• Select Add tracking details and then Continue.
• Enter the tracking number, or if you don’t have it, the date you shipped the item.
• Select the carrier you used from the dropdown list.
• You have the option of adding a note to the buyer.
• Select Add tracking details.

As long as you have a valid tracking number showing delivery to your buyer's address, you are protected by eBay. That being said, it's still best to avoid having a high percentage of open cases for your seller metrics.

However, if you and your buyer cannot reach an agreement, we recommend asking him to open a case, upload the tracking and let eBay close it.

Tip: Winning an item not received case also protects you from any negative feedback, as eBay will remove it automatically once the case was closed in your favor.

If the item has been lost/canceled by the supplier and you do not have proof of safe delivery, we recommend refunding the buyer before eBay can step in to avoid a defect. If the buyer still wants the item, he can reorder.

Appealing a case

You may end up in a situation where you've provided a valid tracking but eBay closed the case in the buyer's favor anyway.

You have the option of appealing these decisions by messaging eBay and explaining again that you have proof of delivery. We recommend insisting with eBay in these cases and they will revert the decision.

International orders cases

If you're selling internationally, you have to make sure you have a valid proof of delivery to your freight forwarder's address (Hipshipper / eBay Global Shipping Program) in the U.S.

Keep in mind you are only shipping domestically, in the U.S. Once the item has reached its hub, it is the freight forwarder's responsibility to safely deliver the item internationally.

Top Takeaway

The easiest way to resolve “item not received” requests is to provide tracking details showing the delivery address and delivery date of the item.