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