Select More actions beside your item and then I didn't receive it. Report an item that hasn't arrived through My eBay. Buyer Protection steps. That is the ebay policy. If there's an open cancellation request, return, eBay Money Back Guarantee claim, or an open dispute made outside of eBay against an order, then the Send refund option will not be available. Select Send request. You cant prove that the buyer has recived an item just by tracking info. Thanks for the advice, don't worry, the Royal Mail receipt is going nowhere! On the 5th day, you can close the case by going to the Resolution Center and selecting Receive fee credit, then Close case on the following page. I contacted ebay and an ebay staff Deryi. I realise it's probably different in cities and large towns but my local sorting office is my local post office. Several months ago I had a buyer open a case: Item Not Received and asked for a full refund. She messaged me 10 days after auction ended saying should I be concerned this hasn’t arrived yet? You can decline the return if it was opened through eBay, if it was opened via paypal and the case is in your paypal resolution center buyer will have to ship back for a refund. And then there are credit card charge backs. Can I win this case based on timeline criteria? I paid on the night I bought it, the money has left my paypal account and bank account and paypal says transaction complete. Your interrogation is correct. Can't you see a signature on the RM website? Well I'm not refunding them, as I sent the item to them and it states the item is delivered! If they paid with paypal, they have 180 days from purchase to file. When we have no estimated delivery information, we consider the latest estimated delivery date to be 7 days from payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries. edited to add—I think the buyer can ask eBay to step in, in this situation,  but they lose the case—they get a message saying “we’re sorry this didn’t work out for you. The first step is to contact the member through … Your request will then close automatically within 24 hours. ___________________________________________________________. Let the seller know how they can help resolve the problem. Will I get a defect? So for this purchase the claim period is from April 15 to May 14. I then messaged tracking reference and checked myself which stated parcel was delivered (signed for) 2 days after posting. Under Have you received payment from the buyer?, select No. An international buyer opened an item not rec'd case 74 days after I shipped the package. {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. Whatever you do DO NOT call ebay as this often results in the case being closed in the buyer's favour. The package was sent out on the 19th. Well done for standing your ground. Re: case was opened as item not received, seller offered to send another so case was closed. I'll update this when I hear back from eBay customer support. 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