eBay guide · checked 14 October 2026
How to answer an eBay "item not received" case
The buyer opened an 'I didn't receive it' request on eBay. This isn't a bank chargeback: eBay decides it, using its own rules. To win, show that the order was delivered to the address on the eBay order, with valid tracking.
Your deadline
You have 3 business days to resolve the request before you or the buyer can ask eBay to step in. Once eBay steps in you can no longer refund it yourself. You can appeal eBay's decision within 30 days of the case closing.
Evidence that wins it
- Tracking from an eBay-integrated carrier showing ship date, delivery date and delivery address (key)
- Tracking uploaded to the order in eBay (not just sent by message) (key)
- Signature confirmation (eBay requires it for orders of $750 or more)
- Delivery address matches the eBay order address
- eBay messages with the buyer
If tracking hasn't moved for 7 days or more, or doesn't show delivery, eBay refunds the buyer. Upload tracking within the 3 business days.
What your reply should say
The item was delivered to the address on the eBay order, as shown by the carrier tracking uploaded to the order. Then list each piece of proof as a numbered exhibit, so whoever reviews the case can match your words to your files.
Where to send it
Seller Hub → Orders → Returns and cancellations (or Requests and disputes) → the request. Add tracking, send the buyer the letter, and if eBay steps in, upload the same exhibits to the case.
Other marketplace cases: PayPal: Item Not Received · PayPal: Significantly Not as Described · eBay: Doesn't Match Listing · Etsy: Order Not Received · Etsy: Not as Described · Amazon A-to-z: Not Received · Amazon A-to-z: Not as Described or Return Issue · All marketplace disputes
Platform rules change. Check the deadline shown on your own case before you rely on these dates.