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3 min article

Help a buyer with an item they didn't receive

If a buyer doesn't receive their item, they're entitled to a refund unless tracking information shows that it was delivered.

Read our most popular questions and answers about helping a buyer when they didn't receive an item. You can also find more information in our full article below.

Why can't I respond to some 'Item not received' requests?

eBay now responds to some 'Item not received' requests automatically. For all other requests, make sure you respond within 3 business days.

I already uploaded tracking details to the order – why am I getting a request from the buyer?

A buyer can report that an item hasn't arrived once the estimated delivery date has passed. For some items where tracking is available, eBay may respond to the report automatically, but for other requests, you need to respond within 3 business days and confirm the tracking details.

What's a "protected integrated carrier"?

An integrated carrier means that eBay can automatically receive tracking data from the carrier's system. Tracking information from an integrated carrier is required to show that an item was delivered.

When you use a protected integrated carrier, eBay may manage 'Item not received' requests for you. Learn more about when eBay will respond automatically.

Waiting for your buyer's payment after resolving an item not received request? See our article about payments on hold

Are you a buyer and haven't received the item you bought? Read our article on what to do if you haven't received your item

If the estimated delivery date for an order has passed and the item hasn't arrived, your buyer can let you know there's an issue by opening an 'Item not received' request.

If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll also be available in your Messages - opens in new window or tab.

Tip
When a buyer opens a request, the funds related to the sale may be put on hold. Once the issue is resolved, the hold is lifted and you'll receive your funds in your next scheduled payout.

What to do when a buyer opens an item not received request

Choose the item above to start resolving the request, or find it in My eBay or Seller Hub - opens in new window or tab and select See request details. You'll be able to see the date you need to respond by, and whether the buyer is requesting a refund or would prefer to still receive the item.

Resolve an item not received request

When eBay will respond automatically

To make the resolution process faster and easier for buyers and sellers, we'll automatically respond to some 'Item not received' requests on a seller's behalf. The new process will apply to all sellers from early 2025.

If you're part of the new process, eBay will manage 'Item not received' requests for you when:

  • You used a protected integrated carrier
  • You uploaded tracking and there was at least one carrier scan, both before the latest estimated delivery date
  • The order value is no more than $750

You won't need to respond to the request, and you won't be responsible for providing a refund to the buyer if the item doesn't arrive.

You may still need to respond to some requests – for example, if the order value was over $750 or the package wasn't scanned by the carrier within the estimated delivery date.

Tip
Visit Seller Help - opens in new window or tab regularly to check for any requests that need your attention.

Your options for responding to an 'Item not received' request

Unless eBay is managing the request (as described above), you need to respond within 3 business days.

If you don't respond to the request and provide tracking showing evidence of successful delivery, we may refund the buyer and seek reimbursement from you.

Here are your response options:

Add tracking details – You need to provide tracking within 3 business days of the request being opened, if you haven't done so already. For you to be protected, tracking must be from an integrated carrier and must include the date you sent the item, the date it was delivered, and the address it was delivered to. If the order has a total cost (total of item(s), postage and any applicable tax) of $750 or more, it should also show the signature confirmation of the recipient. Learn more about our signature confirmation requirements.

How to add tracking information

  1. Select Add tracking details and then Continue.
  2. Enter the tracking number, or if you don't have it, the date you sent the item.
  3. Select the carrier you used from the drop-down list.
  4. You have the option of adding a note to the buyer.
  5. Select Add tracking details.

Refund the buyer – You'll give the buyer a full refund, including the original postage costs. Choose this option if you don't have tracking showing evidence of successful delivery, or showing the package has been in transit without movement for 7 days or more.

How to refund the buyer

  1. Select Refund the buyer and then Continue.
  2. You'll see the refund amount, and you have the option of adding a message to the buyer.
  3. Select Refund the buyer.

The buyer will be refunded through their original payment method, and you may be eligible for fee credits. Refunds are typically available to buyers within 3-5 business days.

Learn more about how refunds work.

Send a message to the buyer – If you have any questions about the buyer's report – for example, you want to ask them to check the delivery address they provided – you can contact them through the request.

You can also use this option if you want to offer to send out a replacement item. Once you've sent the replacement, send the buyer another message through the request to let them know it's on the way and upload the tracking information.

How to contact the buyer directly

  1. Select Send a message to the buyer.
  2. On the next page, enter your message and select Send.

If you respond to the request but the issue hasn't been resolved after 3 business days, eBay may step in.

Tip
You should report missing packages to the carrier you used – they may be able to help.

Get help from eBay

After 3 business days, if you and the buyer haven't been able to resolve the issue, either you or the buyer may ask eBay to step in to help.

If there is no valid tracking information available, eBay may step in without the buyer asking.

If we step in to help, you will no longer be able to issue a refund. If you hadn't uploaded tracking from an integrated carrier and/or if there is no acceptance scan showing, eBay will refund the buyer. Learn more about seller protections.

The easiest way to resolve "item not received" requests is to provide tracking details from an integrated carrier showing the delivery address and delivery date of the item.

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