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 also be available in your Messages - opens in new window or tab.
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.
When a buyer opens a request, please be aware that funds related to the sale in your PayPal account may be put on hold. Once the issue is resolved, or we find in your favor, the hold is lifted and the funds are available again.
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 shipped the item, the date it was delivered, and the address it was delivered to. If the item is worth $750 or more, it should also show the signature confirmation of the recipient.
Refund the buyer – The buyer will get a full refund, including the original shipping 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 (10 for international deliveries).
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.
Resolve an item not received case
Tip
You should report missing packages to the shipping carrier you used – they may be able to help.
Get help from eBay
If you and the buyer haven't been able to resolve the issue within 3 business days, we're always ready to step in and help.