@lincolnshiremarine wrote:
Good afternoon Community Team,
I am raising ongoing concerns regarding the impact of Royal Mail service issues on sellers, particularly with 24-hour and 48-hour tracked parcels. This has already been raised by other sellers.
There have been numerous discussions on the eBay forum highlighting an increase in Item Not Received (INR) cases, despite sellers dispatching items within the required timeframes. It appears that parcels are not consistently being scanned at sorting offices or hubs, which results in tracking not updating and creates the impression that items have not been sent or are delayed and most recently in my case the parcels have been lost.
Additionally, when sellers contact eBay to dispute INR cases, customer service teams do not seem to be fully aware of this widespread issue. It also appears that the automated system used to assess these cases is not recognising key indicators related to Royal Mail tracking failures, even though sellers have already provided supporting evidence.
As a recent example, I sold item 24-14222-10905 on 12th February 2025. The item was dispatched the same day via Royal Mail Tracked 48 and dropped off at the Post Office on 12th February.
However, no further tracking updates were recorded. The buyer opened an INR case on 24th February 2026. in the evening. After spending over an hour speaking with Royal Mail, I was informed that the parcel has been lost.
I have since issued a full refund to the buyer and explained the situation. However, this situation has resulted in a financial loss, and many sellers are experiencing similar issues through no fault of their own.
Given these circumstances, I would like clarification on the following:
What steps eBay is taking to support sellers affected by Royal Mail tracking failures
Whether INR cases linked to these known issues can be reviewed more fairly
If negative or neutral feedback related to such cases can be removed
Sellers are currently bearing the cost of service failures outside of their control, and additional support from eBay would be greatly appreciated.
Best wishes
Hi , thanks for your post.
We've seen this on the boards, and it has been flagged. However, as you may understand, this is more from the Royal Mail end of things, but thanks for flagging it here. I am sure the guys in shipping will probably also flag it with Royal Mail as well.
Thank you,
Marco
Did you find your solution? Help other members by marking your problem as solved. Simply click on "Accept as solution" for the answer that helped you.
