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Goods did not arrive with the buyer
Sold something privately, bought a parcel label via eBay, sent it off. The item hasn't arrived. Filed a trace request with DHL. Can I also involve eBay, and if so, how? How should I proceed? It's not my fault after all.
tomianze
Posted Sep 15, 2026 at 10:34 AM · Edited Sep 15, 2026 at 10:34 AM·Last reply Sep 15, 2026 at 4:55 PM
8 comments
voli-maus
MentorSep 15, 2026 at 12:42 PMHello @tomianze ,
what does the tracking number say ?
Is the package stuck somewhere ?
perfect-sally
MentorSep 15, 2026 at 10:36 AMIf something doesn't arrive with the buyer and the buyer reports an item not received, then you should refund voluntarily before eBay steps in and there's also an issue added to the seller's account.
Was it shipped with a tracking number? Has the buyer already opened a case?
tomianze
OPSep 15, 2026 at 11:28 AMTracking number was sent, I have all the documents. The buyer opened a case today
perfect-sally
MentorSep 15, 2026 at 11:40 AMThe tracking number must be entered for the item. How was it sent?
As written, if the buyer opens a request because of an item not received, all you have left is the deadline of the resolution phase, and then the buyer can involve eBay. And they will decide in the buyer's favor if the item has not demonstrably arrived. And if eBay steps in and refunds, you get a defect on your account.
tomianze
OPSep 15, 2026 at 4:21 PMWell, if that's how it is, then so be it, but I think it's very unfair since I did everything right. I can prove it all too; I even bought the parcel label on eBay. DHL misplaced the package, I can't be blamed for that. It's insured too, and I'm in contact with the buyer.
bootyooty
MentorSep 15, 2026 at 1:53 PMYes, and then @tomianze ? Using the tracking number, you can check the status; where is the package now?
tomianze
OPSep 15, 2026 at 4:16 PMMessage from DHL: the shipment is being prepared for onward transport and now since 8.9. 26, there are no new updates
voli-maus
MentorSep 15, 2026 at 4:55 PMIt says that in the shipment tracking?