How to handle an Item not Received (INR) case
How to handle an item not received case (Seller)
If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information showing that it was delivered.
eBay Policies
1. If a buyer hasn't received their item and the estimated delivery date has passed, they'll let us know there's an issue by opening an "Item not received" request.
2. If a buyer opens a request, eBay will send a message with all of the details to our registered email address – it'll also be available in our Messages.
3. Once a request is opened, we've got 3 business days to respond and sort things out. After that time, either we or the buyer can ask eBay to step in and help resolve the issue.
4. When a buyer opens a request, funds related to the sale may be put on hold. Once the issue is resolved, or eBay makes a decision in our favour, the hold is lifted and the funds are available again.
5. In the email we received telling us 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.
What to do when a buyer opens an item not received request
1. Add tracking details – We need to provide tracking within 3 business days of the request being opened, if we haven't done so already. For us to be protected, tracking must be from an integrated carrier (Australia Post, Toll IPEC, Toll Priority, Hunter Express, Fastway Couriers, Allied Express) and must include the date we sent the item, the date it was delivered, and the address it was delivered to.
2. Refund the buyer – We'll send the buyer a full refund, including the original postage costs. Use this option if we have no proof that the item was delivered to the address on the order or tracking shows no movement for 7 days or more.
3. Send a message to the buyer – to try and resolve their issue, we can send them a message through the "Item not received" request. If we and the buyer can't agree on a resolution within 3 business days, we or the buyer can ask eBay to step in and help. If eBay is asked to step in and help and we hadn't uploaded tracking from an integrated carrier, and/or if there is no acceptance scan showing, we won't be protected.
4. Sending a replacement item – If the buyer would rather have the item than a refund, use the "Send a message" option to offer them a replacement. Once we've sent the replacement, let them know it's on the way and upload tracking information to the request.
Top Takeaway
1. We need to respond / provide tracking within 3 business days of the request being opened
2. Funds are always on hold when there is a case opened
3. We are not obliged to issue refund only if we have sent the item via an integrated courier, we have the proof of delivery showing dates of shipment and delivery, and the item was delivered to the correct address on the order.
4. For non-delivered items, no tracking updates, no scanning, we must issue a refund or send a replacement at least before eBay decides on the case but we would rather avoid eBay getting involved on the case.
5. Avoid defects, get ahead of eBay!
