If a buyer doesn’t receive their item, they’re entitled to a refund unless you can provide tracking information showing that it was delivered.
If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request.
If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages.
Once a request is opened, you have 3 business days to resolve the issue. After that time, either you or the buyer can ask us to step in to help resolve the issue.
The easiest way to resolve “item not received” requests is to provide tracking details showing the delivery address and delivery date of the item.
Read more on Handling & Preventing Item Not Received dispute.
Regards
eBay INCBT Team
