topic Re: Not received, who issues refund? in Seller Central

Not received, who issues refund?

toys_of_yore — Thu, 04 Jun 2026 08:40:18 GMT

A buyer has raised a claim for a refund for an item not received. It was sent through simple delivery, within UK, but it's 6days overdue and Evri tracking says they still have it. Should we (private seller) issue the refund? I thought the whole point of simple delivery is that eBay handles this sort of claim.

Re: Not received, who issues refund?

jonatjonatjonat — Thu, 04 Jun 2026 09:03:24 GMT

No - let ebay deal with it. You don't refund.

Re: Not received, who issues refund?

str11p — Thu, 04 Jun 2026 09:14:26 GMT

Was the item sold on this account? I can't see anything with Simple Delivery sold since March ...

Re: Not received, who issues refund?

toys_of_yore — Thu, 04 Jun 2026 14:09:49 GMT

No it's on my wife's account. Item id 227307871145 does this help?

Re: Not received, who issues refund?

jonatjonatjonat — Thu, 04 Jun 2026 14:15:06 GMT

It makes no difference. Let ebay deal with it if it went via simple delivery.

Buyer should open an item not received case and ebay should be the one to deal with it.

Re: Not received, who issues refund?

toys_of_yore — Thu, 04 Jun 2026 15:52:43 GMT

In this case, eBay seems to have overlooked the item despatched status. The buyer opened a case and eBay passed it to us with three options: issue refund, message buyer, or buy a postage label. We've advised the buyer to contact eBay, meanwhile our funds are withheld

Re: Not received, who issues refund?

go_ahead_buy_me — Thu, 04 Jun 2026 17:47:18 GMT

eBay should handle all delivery issues (after dispatch) when Simple Delivery is used.

Does it show within the tracking in eBay (against the order) that it has been dispatched? It sounds like it does not. This can sometimes happen, I've noticed. If not, then you will probably have to contact customer services for them to refresh the status from Evri.
If it shows as dispatched in eBay then you still need to contact customer services, as there has obviously been a glitch that needs investigating, because they should not be asking you to handle the INR claim.

Re: Not received, who issues refund?

papso22 — Thu, 04 Jun 2026 18:38:47 GMT

@toys_of_yore wrote:

In this case, eBay seems to have overlooked the item despatched status. The buyer opened a case and eBay passed it to us with three options: issue refund, message buyer, or buy a postage label. We've advised the buyer to contact eBay, meanwhile our funds are withheld

That doesn't sound like a case for item not received. You don't issue postage labels for those.

Re: Not received, who issues refund?

goldenchurn — Fri, 05 Jun 2026 11:47:15 GMT

I had exactly the same problem with sending ebay simple delivery, buyer wants refund and ebay froze my money until I refunded buyer ? You can see it's reached a sorting office ? , it turns out it's been damaged beyond repair and ebay have said you deal with it ? I had to refund buyer ? Joke 😃