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Buyer claims not to have received the item – How should one respond?
Summary: uschi472012 is looking for advice in the eBay community because a buyer claims not to have received an item, even though the shipment was confirmed. She’s asking for best practices on keeping buyers satisfied and protecting herself as a seller, and is interested in suggestions for improving communication and shipping.
Hello dear eBay community,
I’m currently dealing with a tricky situation where a buyer claims that they did not receive the item, even though shipping was confirmed. This seems to be a recurring problem in the community, and I’m reaching out to you to gather advice and reports from your own experiences.
How do you usually handle situations like this? Are there best practices for both keeping the buyer satisfied and protecting yourself as a seller? Do you have any tips for improving communication or shipping to avoid problems like this?
I’m looking forward to your replies and am curious to hear about your experiences!
perfect-sally
Mentor6 days ago · EditedHello @uschi472012
What does claiming mean and what does it mean that the shipment was confirmed?
Do you have valid proof of shipment with tracking number and the corresponding delivery confirmation from the shipping provider?
As soon as a buyer reports an item not received and you have neither proof of shipment nor proof of delivery, you should refund before eBay steps in and it creates a defect on the account.
The only advice I can give is: ship ONLY with tracking and make sure there is also proper proof of delivery. With basic tracking, this is often not provided.