If you have a problem with a purchase, your first step is to open a case with the seller to resolve the problem. Non-delivery cases include when: There is no proof that the item was shipped to the buyer. For example, Priority Mail Express comes with a money-back guarantee, and you can request the refund. To file for a refund in the case of a package not delivered, you need to provide a proof of purchase. If you paid for the item using PayPal, you have up to 45 days from the purchase date to open a case. Non-Delivery. Example: The listing said batteries included, but they weren’t. How PayPal WorksWhat you can do with a personal account; Pay OnlineOnline payments without borders; Transfer & Collect MoneySend money to your friends or start collecting money; Get the PayPal AppManage your account on your mobile; Pay with CreditAdd a credit limit to your PayPal account; Search for DealsPay with PayPal and save money Top Takeaway If you haven't received your item, let the seller know within 30 days of the estimated delivery date. When should I open a case? Significantly Not As Described (SNAD). No need to logout, takes 2min to receive. You purchased a specific quantity of an item but received the wrong amount. How long does the seller have to respond to a case? Be sure to close cases within 36 days, or eBay will automatically close the case and you will not receive the final fee credit. In this type of claim, the buyer is stating the item they received is significantly different than they expected, based on the seller’s description. The item was damaged en route to its destination. For example, if the listing ended on 5 October at 11.15 am, you can open the case from 11.15am on 7 October. Lost Mail or Package. Using the Unpaid Item Assistant To save time and effort in resolving unpaid items, use the Unpaid Item Assistant, which allows eBay to automatically open and close cases … Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. Learn more about transaction eligibility for cases. A non-delivery occurs when a buyer places an order but does not receive the item. In most of cases, we cover the purchase price plus original shipping. A buyer can open a case for non-delivery or an item being not as described. Example: You purchased five pairs of fuzzy dice and only received four. The "Report an item not received or not as described" form appears. If you get to the Resolution Center from your item listing, your item number is already filled in. Item Not Received (INR). The item is missing parts or features, and this was not disclosed. After this, eBay will step in. A not-as-described case: The item you receive is considerably different from the seller’s listing description and photos, or you didn’t receive all the items you ordered. An item was sent to an address that is not on the Etsy receipt. This article will explain what sellers should and should not do in the event that an item is not received by the buyer and how to reduce the occurrence of such issues in the future. In the case, you had booked your mail item with a service that offers a money-back guarantee then only you will be able to request a refund. If your item arrives damaged or is missing contents, you may file a claim immediately but must file no later than 60 days after the mailing date. Contact the seller directly for any other problems with your order. 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