"Item Not Received" disputes

Modified on: 2019-11-11 06:09:40 -0500


First thing you need to do is to check the online tracking of the disputed order. Check the carrier’s website and also in the destination country’s local post website. If it shows delivered, call eBay to close the dispute. 

Local tracking will display the delivery city/zip code in some cases. This may help you when asking eBay to close a dispute in your favor.


If the item was not delivered, check the online tracking details for the following events:

  1. Customs clearance – addressee was notified / item available upon receipt of payment / customs payment refused by buyer
  2. Failed Delivery attempt / package refused by recipient
  3. Wrong/incomplete address


Handling the scenarios:

1. customs clearance – per eBay's policy, your buyer is responsible for handling and paying import taxes and customs. If the tracking shows that the buyer was notified and asked to release the item from customs, you have a good chance of getting eBay to close the case in your favor. Call eBay Seller Support and explain that the item is awaiting release from customs (or that customs payment was refused) by the buyer, and that it is the buyer’s responsibility, not yours. Ask that the case be closed in your favor.


2. Failed Delivery attempt / package refused by recipient – eBay see these events the same as a delivery. The buyer is responsible for receiving the package. If the buyer refuses delivery, the claim is not eligible for the eBay Money Back Guarantee (click to expand the Full Policy and "When a buyer doesn't receive an item" >>> "Buyer obligations").

Call eBay Seller Support and ask that they close the case in your favor, based on their money back guarantee policy. It will help if tracking actually shows that the delivery attempt was made in the buyer’s city/zip code.


3. Wrong/incomplete address – in this case, you want to get your buyer to tell you that his address is incomplete, but without being too obvious about it. 

You may use this template to contact the buyer through eBay messages:


Dear <buyer name>,

Thank you for letting me know that you didn't receive your item.

I am trying to get in touch with the <destination country> POST in order to get it delivered to you as quickly as possible.

Please check your address carefully again.

The address that you left at the checkout is:

<buyer’s full address>

Please let me know if anything is missing or if you'd like to add any details to your address so I can notify the <destination country> POST.

Looking forward to hearing back from you soon.

Best regards,


If your customer replies with any update to his address, you have a very good chance of getting eBay to close the case in your favor. Call eBay Seller Support and tell them that the buyer provided you with an incomplete/inaccurate address. Show them your buyer’s reply as proof.



If tracking shows that the item is stuck/lost in transit, you may have no choice but to refund the customer. 

Before you do that, try and buy more time for your case deadline, to avoid escalation and give your package a chance to make some progress:

Email or call eBay and tell them that the item is in transit. "There are a lot of delays in this destination country. I opened a claim with USPS to check this issue. Please give me an extension on the case."



General Dos and don'ts

  • Get a return label in case the item is returned to the sender and ends up back in the Hipshipper warehouse.
  • Be nice when communicating with your buyer, so you won’t get a negative feedback
  • If eBay close the case in your favor, they will also remove a negative feedback by your buyer, if one was posted. If they neglect to remove it, call and remind them to do it.
  • Don’t risk getting a defect on your account - Resolve your case before it gets escalated. If needed - issue a full refund. We will refund you.



Remember – we’ve got your back!

Keep us updated on the progress of the case, so that we may provide you real-time assistance.


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