Missing item

[onyeonye85]

Can someone help me with ebay customer service contact to call. I am a seller and i have sent two of my products which the buyers havent received it yet. The delivery company cant find my parcels and i need to soort it out quickly. 

[john1297576]

Then it is up to you to resolve, ebay will not do it for you, until a case is opened by buyer.

If you used Simple Delivery, then buyers open a not received case, then refund is made by ebay, and you keep the money.

If you did not use SD, then it is up to you to refund, and try to  claim from Courier.

[onyeonye85]

Ive reached to courier and they said i should ask ebay to reach out to them. So should i tell the buyer to raise a case then? 

[tressygirl]

Yes,  buyers should open cases for item not received.

If these were Simple Delivery transactions,  eBay take over , and refund the buyers.

If you did not use SD in the transactions,  then you have 3 days once the cases are opened to fully refund through those case details.

If this was Royal Mail, once the items have been missing for 15 days,  you can put in a claim with RM for compensation for yourself for missing items.  

Buyers need to be refunded first.

@onyeonye85 

[onyeonye85]

Please how do i raise a case for this as the seller please? 

[tressygirl]

You do not raise  cases for item not received your buyer has to do this.

Once you receive them follow through as my instructions show above.

For yourself, after the buyers have been refunded,  you can raise a claim online with your courier / Royal Mail.

@onyeonye85 

[tobiasd4]

You need to read this.

https://www.ebay.co.uk/help/policies/selling-policies/business-seller-policy?id=4710