Returns, items not received, and refunds for buyers (2024)

FAQs

What if a buyer says item not received? ›

It's worthwhile asking the buyer to review the delivery address they provided and to check with their neighbors in case the item was delivered when they weren't home. Send a replacement item: If the buyer would rather have the item than a refund, use the “Send a message” option to offer them a replacement.

If the buyer is sending the item back for another reason, for instance, if they ordered the wrong item or changed their mind, then they'll need to pay for return shipping, unless your returns policy states you offer free returns.

If the business or seller refuses to help you resolve your complaint, and you still feel like you have a legitimate argument for having your money refunded, there are still other avenues you can take, including chargebacks, mediation, a lawsuit, or arbitration.

If your item wasn't delivered to the location you agreed, it's the seller's legal responsibility to sort out the issue. You can ask them to redeliver your item. You can ask for a full refund if: a delivery date was essential and wasn't met.

Often, it's up to the seller or retailer to ensure that you receive your package. Thus, anything that happens in transit is the responsibility of the seller; they are responsible if the package is lost or damaged during transit, and usually must replace it or give a reimbursem*nt.

If the buyer is asking to return the item because it's damaged, faulty, or didn't match your listing description, then you need to accept the return.

A JDA study found that 62% of shoppers are frustrated when they're asked to pay for return postage and packing, so offering free returns is a way to get more initial sales that may otherwise fall through due to return shipping costs. It's especially important to offer free return shipping on exchanges.

Your contract is with the seller and not the manufacturer, which means that only the seller is liable for the breach of contract (selling faulty or defective goods).

You can notify the consumer protection division of your local district attorney's office of any violations, or file a complaint with our office using our online complaint form.

What can a buyer do if they do not receive the refund for a Cancelled order eBay? ›

If the buyer doesn't receive their refund within 10 days from the date you accepted the request, they can report that the item hasn't arrived or that they haven't received a refund through eBay Money Back Guarantee. If a case is opened through eBay Money Back Guarantee, you can refund the buyer through that case.

Use Where's My Refund, call us at 800-829-1954 and use the automated system, or speak with an agent by calling 800-829-1040 (see telephone assistance for hours of operation). However, if you filed a married filing jointly return, you can't initiate a trace using the automated systems.

Be Polite But Clear

This is less frustrating for the customer and easier to understand. You may use apologetic language, such as "unfortunately," "regretfully," or "we are sorry we can't provide a refund on this occasion." However, your position should be clear and firm.

Your consumer rights if a delivery date is missed

If you did agree a delivery date and the retailer failed to meet it, you may be able to claim compensation or negotiate a discount. You will be in a stronger position to do so if you made it clear to the seller that the timing of the delivery was important.

Item Not Received means a challenge to a payment from a User claiming that the item purchased was not received.

If the item was marked delivered and the buyer still claims they don't have it, then it's possible it was stolen (or they're trying to scam you). The buyer in that case would be responsible for reporting the theft to their local police department. If it really was lost, you'd need to file a claim on the USPS website.

Open a request to let the seller know that your item hasn't arrived, or that you want to return it. Try to work things out – we ask sellers to respond within 3 business days and resolve your request. Ask eBay to step in and help if the seller hasn't responded or things aren't resolved.

Refuse to claim responsibility

Under eBay's Money Back Guarantee rules, sellers must take responsibility for missing items unless tracking information proves that the item was delivered correctly. If a seller does not refund a buyer when required, eBay will forcibly take the funds to resolve the situation.