Buyer says item not received

[whittambyrne]

On 22.03.25 I received a message from eBay saying a buyer had not received an item which was sold on 7th March 2025 together with two other items. I checked within an hour of receiving that message - the item that was claimed was missing was one of three items that were posted in one package.  Because the buyer had bought 3 items that all went into the same package I refunded two lots of postage.  I messaged the buyer of what I had done across 2 messages.  I answered her claim and asked the buyer to check the envelope again.  I have heard nothing further from the buyer.  What are my next steps please?

[john1297576]

Combining 3 items with only one tracking number can prove risky if buyer claims not received.

If buyer has opened a NOT RECEIVED CASE, and it is still open, she can escalate to ebay to get a refund.

I have combined on many occasions and mark each item with the same tracking number without any problems.

[whittambyrne]

Hi John
Thanks for your reply.  In my second message to the buyer I explained I had put all three in the envelope with the original tracking number for the first two items.  I note that I have until 27th March to resolve.  If the buyer does nothing after this date what happens then?
Cheryl

[tressygirl]

If the buyer does nothing and doesn't escalate the case to eBay,   the case will just time out and close.

I wouldn't message the buyer anymore, hopefully they have found all 3 items, and for whatever reason, they're not notifying you of this, perhaps thinking no news for you, is good news.

@whittambyrne 

[whittambyrne]

Hi tressygirl
I haven't messaged her since my original ones on Saturday.  Many thanks for your advice.
whittambyrne 

[tressygirl]

You're very welcome, and I think it's the right move not to message the buyer anymore, annoying that the case is opened but as someone mentioned only a valid tracking number will close the case , and hopefully the buyer will now just leave it to time out.

@whittambyrne