Buyer Not Received the Item I’ve Sent

[jayafranks]

hi all,

so I sent out an item to someone over a week ago, provided tracking, and they say they still haven't received. The tracking says it should've arrived by last week and there's been no movement in the delivery chain. Now I feel as though he may be entitled to his money back, if he genuinely hadn't received the item, however, I have sent the item so am owed the money for the listing.

has this happened to anyone else? If so, what did you do?

please help!

[61stephenuk · Accepted solution]

If the tracking doesn't show as delivered ask the buyer to open a Not Received case and you issue the refund via that case,this will get your seller fees refunded.

You then raise a claim with your carrier to refund you.

[jayafranks · Accepted solution]

Okay thank you, will try that now 👍🏻