Buyer insists item not received although marked delivered
Summary: ernurse9393 is dealing with a situation where a buyer claims an item hasn't been received despite tracking indicating delivery. The buyer provided a photo of their back door, which doesn't match the courier's delivery photo. ernurse9393 suggested opening an Item Not Received case. Various participants advised that the responsibility lies with eBay under Simple Delivery, and suggested that the buyer should open a case and possibly a claim with their payment provider. They also recommended blocking further contact from the buyer.
Buyer not received Item although marked delivered. I have an image from tracking and a photo of the back door as mentioned on tracking. The buyer cliams they have nothing. They have gone around to all the neighbors, and nothing anywhere. Strange the buyer requested a photo of the back door. I asked for an image of their back door first. I didn't hear anything for 2 days. Now the buyer then asks what is happening. I mentioned I still need an image of the back door. They sent one over, and it wasn't the door I have from the courier. I have done my research on this buyer with extra images of their property from google. The buyer still insists they only have one door to the property. I have asked the buyer to open An Item Not Received case. Now the buyer is asking for an image of the courier photo. I told them to open a case. What would you do in this situation ? Thanks for the long read
suelel1968
·Jul 17, 2026 at 9:50 PM@ernurse9393 Simple delivery means you should do nothing. Refer the buyer to ebay. Ebay will sort out the issue, it is not your issue. Don't issue a refund.
jefftopman
·Jul 17, 2026 at 9:14 PMThey can go on the courier site and can see a photograph of the item being delivered themselves. Buyer can open a not received case and eBay will deal with it for you. You wont lose any money.
**peaseblossom**
·Jul 17, 2026 at 7:44 PMAs long as the tracking shows delivery ebay will not usually find in the buyer's favour. You won't need to do anything.
ernurse9393
OPJul 17, 2026 at 7:55 PMThanks for that. I used simple delivery, if that helps?
ernurse9393
OPJul 17, 2026 at 7:56 PMShould I report the buyer, even though they have not opened a case
4_bathrooms
·Jul 17, 2026 at 9:23 PMNo need.
First, add the buyer's eBay user ID to your blocked buyer list here. Then, make sure the "Don't allow blocked buyers to contact me" box is checked in your buyer requirements here - make sure you save the changes by clicking the save/submit button at the bottom of both pages. The buyer will no longer be able to contact you and their only recourse will be to open a case.
Under Simple Delivery eBay is responsible for any loss or damage in transit; the buyer's contract for the delivery lies with eBay. The best thing your buyer could do is to file a claim with their payment instrument provider (PayPal, their bank, Apple Pay etc.) for non-receipt which eBay and their payment provider would deal with.