Handling & Preventing Item Not Received dispute

Handling & Preventing Item Not Received dispute

Item Not Received

What does an Item Not Received dispute mean?

Buyers can be quite impatient when it comes to waiting for the product delivery till the Estimated Delivery Date (“EDD”).

An Item Not Received dispute is filed by the buyer when the item fails to reach him. Here are some of the situations where a buyer may file the Item Not Received dispute and what you should do about them:

Item Not Received

What does an Item Not Received dispute mean?

Buyers can be quite impatient when it comes to waiting for the product delivery till the Estimated Delivery Date (“EDD”).

An Item Not Received dispute is filed by the buyer when the item fails to reach him. Here are some of the situations where a buyer may file the Item Not Received dispute and what you should do about them:

How Item not received cases are managed

STEP 1

STEP 2

Buyer opens a request

Seller has to resolve the issue within 3 business days

STEP 3

If buyer cannot reach Resolution, they can ask eBay to step in

STEP 4

eBay reviews and makes decision:

    • Buyer’s fault
    • Seller’s fault
    • eBay Makes It Right

STEP 5

If buyer/seller disagrees to the outcome, they can appeal for the descion 

STEP 6

eBay will review the appeal case and provide the Resolution

STEP 1

Buyer opens a request

STEP 2

Seller has to resolve the issue within 3 business days

STEP 3

If buyer cannot reach Resolution, they can ask eBay to step in

STEP 4

eBay reviews and makes decision:

    • Buyer’s fault
    • Seller’s fault
    • eBay Makes It Right
STEP 5

If buyer/seller disagrees to the outcome, they can appeal for the descion 

STEP 6

eBay will review the appeal case and provide the Resolution

Estimated Delivery Date (EDD) is Over Already

If the EDD is already over and the buyer has raised the Item Not Received complaint, then you might have forgotten to check for the logistic updates. Now the buyer is entitled to get the Item Not Received case escalated to eBay. Think from a buyer’s perspective – why shouldn’t she or he escalate the case?  If you had tracked the shipment status well in advance, then this situation would not have risen.  In this case, how you resolve the issue depends on the kind of tracking you had used for the shipment – was it a complete end-to-end tracking? 

If the tracking status is available with you, then:

  • Provide it to the buyer
  • Provide complete information on what is happening with the shipment
  • In case the tracking status shows that product has been delivered, let buyer know
  • Communication is the key – you may request that your buyer wait for some time
  • At times, even agreeing to give a partial refund to compensate for the late delivery can calm down the buyer

If the tracking status is not available, then:

  • Communicate and request that the buyer  wait for some time
  • Let buyer know that you are checking on the issue and will keep them updated
  • If the wait period has been long and there is no update on the tracking, it is better to provide a complete refund
  • If the buyer wants the product and is ready to wait, then proactively offer to give a partial refund as compensation to the buyer
  • End-to-End tracking plays a vital role. So if you  as the seller, don’t have these details, you will not be protected against the Item Not Received case

Estimated Delivery Date (EDD) is Over Already

If the EDD is already over and the buyer has raised the Item Not Received complaint, then you might have forgotten to check for the logistic updates. Now the buyer is entitled to get the Item Not Received case escalated to eBay. Think from a buyer’s perspective – why shouldn’t she or he escalate the case?  If you had tracked the shipment status well in advance, then this situation would not have risen.  In this case, how you resolve the issue depends on the kind of tracking you had used for the shipment – was it a complete end-to-end tracking? 

If the tracking status is available with you, then:

  • Provide it to the buyer
  • Provide complete information on what is happening with the shipment
  • In case the tracking status shows that product has been delivered, let buyer know
  • Communication is the key – you may request that your buyer wait for some time
  • At times, even agreeing to give a partial refund to compensate for the late delivery can calm down the buyer

If the tracking status is not available, then:

  • Communicate and request that the buyer  wait for some time
  • Let buyer know that you are checking on the issue and will keep them updated
  • If the wait period has been long and there is no update on the tracking, it is better to provide a complete refund
  • If the buyer wants the product and is ready to wait, then proactively offer to give a partial refund as compensation to the buyer
  • End-to-End tracking plays a vital role. So if you  as the seller, don’t have these details, you will not be protected against the Item Not Received case

Estimated Delivery Date (EDD) is Over Already

If the EDD is already over and the buyer has raised the Item Not Received complaint, then you might have forgotten to check for the logistic updates. Now the buyer is entitled to get the Item Not Received case escalated to eBay. Think from a buyer’s perspective – why shouldn’t she or he escalate the case?  If you had tracked the shipment status well in advance, then this situation would not have risen.  In this case, how you resolve the issue depends on the kind of tracking you had used for the shipment – was it a complete end-to-end tracking? 

If the tracking status is available with you, then:

  • Provide it to the buyer
  • Provide complete information on what is happening with the shipment
  • In case the tracking status shows that product has been delivered, let buyer know
  • Communication is the key – you may request that your buyer wait for some time
  • At times, even agreeing to give a partial refund to compensate for the late delivery can calm down the buyer

If the tracking status is not available, then:

  • Communicate and request that the buyer  wait for some time
  • Let buyer know that you are checking on the issue and will keep them updated
  • If the wait period has been long and there is no update on the tracking, it is better to provide a complete refund
  • If the buyer wants the product and is ready to wait, then proactively offer to give a partial refund as compensation to the buyer
  • End-to-End tracking plays a vital role. So if you  as the seller, don’t have these details, you will not be protected against the Item Not Received case

Estimated Delivery Date (EDD) is Not Over

It is always best that you keep communicating with your buyer and keep your buyer updated. Do not wait for the buyer to track the shipment and then raise a complaint. Track the shipment yourself and keep the buyer informed on where exactly his product has reached. If the EDD is not over, do not fret. Buyers need your reassurance and not false promises. Check with the logistic carrier for any possibility of having the delivery done before the EDD. Let your buyers know that you are there to help resolve any issues. You would not want them to have the Item Not Received case escalated right away without giving you the chance to make things right, wouldn’t you?

But what should you do if the Item Not Received disputes do not result in your favor?

If you feel you are not at fault although the Item Not Received dispute has been closed against you, then you do not have to worry! You can go ahead and submit your appeal. An appeal can only be made within 30 days of the dispute being closed against you

You’ll need to provide new, additional information to back up your appeal. This can include things like:

1. Tracking details showing the buyer received the item before the case was closed

2. If the order’s total cost (total of item(s), shipping and tax) is $750 or more, signature confirmation is required

3. Proof that a returned item was delivered to the wrong address or lost in the mail

4. Documents showing the item matches the listing description

5. Proof the buyer received a refund before the case was closed

TIP: Make sure you upload tracking information to the transaction. Specify it in the transaction, or even better — duplicate it in a message to the buyer. This allows the buyer to track the package. If you don’t upload the tracking information with proof of shipping within the Estimated Delivery Date, it could result in a case being closed against you. If you add a tracking number in My eBay after а request or case is closed, it isn’t considered in eBay’s review. This includes appeals.

How to appeal a decision

To start an appeal, follow these steps:

STEP 1

Go to your Seller Dashboard

STEP 2

Expand “Closed without seller Resolution” to see your options.

STEP 3

Select “See Cases” and find the item in the list.

STEP 4

Select “See Details” and then send us an appeal.

Impact of Item Not Received Cases on Seller Performance

Visit the following link for more information on how to help a buyer with an item they didn’t receive – Read More

Best Practices to Avoid/Handle Item Not As Described Cases

Offer realistic handling time that you can fulfill

Ensure the carrier scan is done within the handling time

Choose a reputed logistic service provider with end-to-end tracking service

Ship and update valid tracking details within the given handling time

Set up your buyer requirements to avoid purchases from countries you do not ship to

Keep your buyers updated on the tracking status

Try to solve the issue before it is escalated to eBay

Always communicate with your buyers through eBay’s messaging system

TIP: If you are regularly receiving Item Not Received cases that have resulted from Item Lost In Transit, then it is time to change your carrier services.

Best Practices to Avoid/Handle Item Not Received Cases

Offer realistic handling time that you can fulfill

Ensure the carrier scan is done within the handling time

Choose a reputed logistic service provider with end-to-end tracking service

Ship and update valid tracking details within the given handling time

Set up your buyer requirements to avoid purchases from countries you do not ship to

Keep your buyers updated on the tracking status

Try to solve the issue before it is escalated to eBay

Always communicate with your buyers through eBay’s messaging system

TIP: If you are regularly receiving Item Not Received cases that have resulted from Item Lost In Transit, then it is time to change your carrier services.