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:
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:
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:
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
Buyer opens a request
Seller has to resolve the issue within 3 business days
If buyer cannot reach Resolution, they can ask eBay to step in
eBay reviews and makes decision:
If buyer/seller disagrees to the outcome, they can appeal for the descion
eBay will review the appeal case and provide the Resolution
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:
If the tracking status is not available, then:
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:
If the tracking status is not available, then:
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:
If the tracking status is not available, then:
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?
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.
To start an appeal, follow these steps:
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.
Visit the following link for more information on how to help a buyer with an item they didn’t receive – Read More
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.
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.
