https://community.ebay.co.uk/t5/Member-To-Member-Support/Help/m-p/7989877#M338299 <P>The buyer can't have opened a return request if they have not received anything.</P> <P>Have they opened a case through Ebay stating the item has not been received?</P> <P>They need to do this rather than just messaging you.</P> <P>You always have to prove delivery, not just that you posted the item.</P> <P>If it was the card you sold a few days ago (23rd January) they may receive it today.</P> <P>If you sent the item using the Simple Delivery label provided by Ebay, and the buyer opens a case stating they have not received their item, then Ebay should deal with it.</P> <P>So, has the buyer opened an 'item not received' case?</P> <P>Did you send with Simple Delivery?</P> Mon, 26 Jan 2026 12:02:00 GMT jckl1957 2026-01-26T12:02:00Z https://community.ebay.co.uk/t5/Member-To-Member-Support/Help/m-p/7989871#M338295 <P>So I have a customer who has asked for a refund/ return request as they are stating there Havent received the good that they purchased, as I seller I record all my packing process What steps do I need to take to sort this issue out ?</P> Mon, 26 Jan 2026 11:56:09 GMT https://community.ebay.co.uk/t5/Member-To-Member-Support/Help/m-p/7989871#M338295 ry_413830 2026-01-26T11:56:09Z https://community.ebay.co.uk/t5/Member-To-Member-Support/Help/m-p/7989877#M338299 <P>The buyer can't have opened a return request if they have not received anything.</P> <P>Have they opened a case through Ebay stating the item has not been received?</P> <P>They need to do this rather than just messaging you.</P> <P>You always have to prove delivery, not just that you posted the item.</P> <P>If it was the card you sold a few days ago (23rd January) they may receive it today.</P> <P>If you sent the item using the Simple Delivery label provided by Ebay, and the buyer opens a case stating they have not received their item, then Ebay should deal with it.</P> <P>So, has the buyer opened an 'item not received' case?</P> <P>Did you send with Simple Delivery?</P> Mon, 26 Jan 2026 12:02:00 GMT https://community.ebay.co.uk/t5/Member-To-Member-Support/Help/m-p/7989877#M338299 jckl1957 2026-01-26T12:02:00Z