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eBay told me they won’t investigate buyers who repeatedly claim “item not received” when the seller uses untracked postage
Summary: australiarno shared their experience with eBay's customer support, revealing that eBay will not investigate claims of 'item not received' unless tracked postage is used. They expressed concern over this policy, as it allows buyers to exploit the system without consequence. australiarno decided to only use tracked shipping in the future, despite increased costs. john1297576 advised that items over £30 should be sent tracked, but mentioned that using tracked postage for cheaper items might reduce sales due to higher shipping costs.
I wanted to share something concerning that I learned today after speaking with eBay customer support.
A buyer claimed they didn’t receive an item I sent via standard (untracked) Royal Mail. I contacted eBay and asked them to check whether this buyer had a history of repeatedly claiming “item not received”, because several other buyers received their items on the same day, and only this one reported a problem.
The agent told me that:
eBay will not investigate a buyer’s behaviour unless the seller provides proof of delivery (i.e., tracked postage).
Even if a buyer has made multiple INR claims, eBay will not look into it unless the seller used tracked shipping.
They also said they cannot disclose whether a buyer has a pattern of disputes, citing GDPR.
In cases of untracked mail, eBay will always side with the buyer, regardless of any suspicious pattern.
So essentially, a buyer can repeatedly claim “item not received” on untracked items, and eBay won’t investigate or flag their account unless the seller pays for tracked postage every time.
I think sellers should be aware of this, because it means:
Untracked postage = zero seller protection
eBay won’t check for repeat offenders
Buyers who exploit this loophole can continue doing so without consequence
I’m posting this so other sellers understand the risk and can decide whether it’s worth using untracked services in the future.
I’ve learnt my lesson. I won’t trust anyone anymore when it comes to postage. From now on, everything I sell will be sent tracked, and unfortunately that means shipping will be more expensive because I’m not covering the extra cost myself.
Rant over.
*vyolla*
Mentor2 weeks agoEverything that the eBay agent has told you is absolutely correct. Without a tracking number showing delivery there is no proof that the buyer has received their item, and they cannot disclose information about the buyer to you.
If sellers want to be covered against an eBay or PayPal item not received claim, or a not received chargeback they must supply a tracking number.
john1297576
Mentor2 weeks ago · EditedAny item over £20 in value should be sent tracked, under £20 it is a risk sellers have to take as expensive postage in relation to value of item means very few sales.