eBay Security Center: FAQ - Item Not Received Process


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Frequently Asked Questions - Item Not Received Process

General

What is the Item Not Received or Significantly Not as Described process and how does it work?
The Item Not Received or Significantly Not as Described process (which will be referred to as the Item Not Received process) is a new way to help buyers and sellers communicate with each other and resolve issues when a buyer experiences a problem. The Item Not Received process helps transaction partners work out their problems when a buyer:

	• does not receive an item, or
	• receives an item that is significantly different from what was described in the listing.

The Item Not Received process consists of three stages:

In the first stage, the buyer opens a dispute after not receiving an item or receiving an item that is significantly different from what was described in the listing.

In the second stage, the buyer and seller communicate directly to resolve the issue. Most problems can be resolved through this direct buyer and seller communication.

If the buyer and seller cannot reach agreement or resolve the situation, the buyer can escalate the dispute to eBay's Trust and Safety team.

How does the Item Not Received process benefit me?
The process offers several benefits to you, whether you're the buyer or the seller:

	•	Enhanced Buyer-Seller Communication. Buyers can initiate a dialogue with sellers from My eBay. This system is designed to help both the buyer and the seller achieve a positive outcome. At each stage of the process, eBay provides guidance to both the buyer and the seller, through educational tips and next steps that may help them resolve the problem.
	•	Consolidated Dispute Console in My eBay. Buyers and sellers can track and respond to any Item Not Received or Unpaid Item dispute from one location in My eBay.
	•	Improved Member Education. New buyers are often unfamiliar with what to expect on eBay. The Item Not Received process emphasizes education for new buyers at each stage of the process. It requires that buyers wait at least ten days to initiate a dispute. This gives the buyer time to learn about standard delivery times and other processes related to purchasing items on eBay. In addition, both buyers and sellers receive helpful tips to improve chances for resolution.
	•	Better Integration with PayPal. The Item Not Received process makes it easier for buyers who paid with PayPal to initiate a claim if they're unable to resolve the problem with the seller. At this stage, the process takes buyers directly to the PayPal Web site, where they can initiate a claim under PayPal Buyer Protection. PayPal will determine if the claim is eligible for coverage and will pay the claim directly based on their criteria or the This integration also reduces the confusion buyers sometimes face about where to go when they have a problem, thereby reducing the instances of buyers double-filing claims on both eBay and PayPal.

I've always used email in the past when I had a problem. Why do we need the Item Not Received process?
At times email communication can be sub-optimal, due to spam filters, full inboxes, lack of pre-filled information about the nature of the problem, and more. The Item Not Received process helps eliminate these communication barriers, as well as uses a system designed to facilitate positive outcomes. The Item Not Received process uses the Dispute Console in My eBay. It provides a centralized place for both buyers and sellers to easily track the status of their Item Not Received disputes. It prompts buyers and sellers to engage in fruitful dialogue and provides helpful tips at each stage of the dispute process.

What is "Significantly Not as Described"?
An item is "significantly not as described" if the item varies greatly from what was described in the item listing. This does not include cases where the buyer is disappointed with the item and/or it did not meet the buyer's expectations. The condition of the item must affect its value or usability to fall under the "significantly not as described" category. If the buyer and seller cannot resolve the issue on their own, eBay will ultimately determine whether the item is "significantly not as described."

What is the eBay Standard Purchase Protection Program?
eBay's Standard Purchase Protection Program is no longer available for items you won or purchased on or after January 17, 2007.

What happened to the Fraud Alert process?
The Fraud Alert process was replaced by the Item Not Received process.

Buyers

Under what circumstances should I initiate the Item Not Received process?
This process is for two scenarios:

	• You paid for an item but didn't receive it, or
	• You paid for and received an item, but it was significantly different from the item description

Before initiating this process, you should:

• Check the item listing. Review the seller's item description and shipping and payment terms. Have you allowed enough time for the seller to receive and confirm payment? Have you read the seller's shipping terms?

• Email your seller. If you are still concerned, email the seller with your questions. If you don't have the seller's email address, you can request it from eBay or use Ask Seller a Question.

• Check your email spam filters for messages from the seller. It's possible that spam filters on your email system are blocking emails from your seller.

• Check your own contact information. It's possible that your contact information is incorrect, preventing your seller from contacting you. Go to My Account in My eBay and click on Personal Information. Make sure your email address is correct.

• Call your seller. Request your seller's contact information and give him or her a phone call. Many issues are just simple misunderstandings that can be resolved with a single phone call.

If you have taken all of these steps and still have not resolved your problem, you may initiate the Item Not Received process anytime between 10-60 days after the listing ends.

Learn more details about all the steps you should take before initiating this process.

How do I initiate the Item Not Received process?
You can initiate the Item Not Received process from three places:

	•	In My eBay, go to the Item's I've Won section, find the transaction in question; then click the Report an Item Not Received link under the action menu.
	•	From the eBay Security & Resolution Center, under the problem section, click on the Item Not Received button.
	•	Search Help by typing "Item Not Received or Significantly Not as Described process" in the Help search box. Alternatively, you may click on the A-Z Index link in the left navigation bar and click on Item Not Received process under the letter I. Once you have found the page, click on the 'Open an Item Not Received or Significantly Not as Described dispute' link.

Do I have to initiate the Item Not Received process within a certain time period?
Yes. The window for buyers to open a dispute is between 10 and 60 days after the listing closes.

10.

How long do I need to wait before I can escalate to eBay's Trust and Safety team?
After the buyer has opened a dispute, the seller will be given 10 days to respond. Experience has shown that most disputes can be resolved directly between the buyer and seller within this time. However, if the transaction cannot be resolved with the seller, the buyer can escalate the dispute to eBay's Trust and Safety team

12.

What do I do if I initiated the Item Not Received process, but later the seller and I resolved the issue off of eBay?
In some circumstances disputes are resolved outside of the eBay Item Not Received process (i.e. email or phone). In these cases the buyer should close the dispute. A buyer should ensure that they have either received the item or received a refund, before closing the dispute. To close a dispute, sign in, return to the Dispute Console, find the dispute that was resolved, click "View Dispute" and choose "My concerns have been resolved - I want to close this dispute."

Sellers

13.

As a seller, how will I know if a dispute has been opened against me?
If a dispute has been opened against you, you will receive an email notification from eBay. In addition, an open dispute will be displayed in the Dispute Console when you sign in to My eBay.

14.

What happens to my seller's account if someone initiates an Item Not Received dispute?
The seller's eBay account status does not change as a result of an Item Not Received dispute. However, eBay encourages sellers to respond promptly and work diligently with the buyer to resolve the dispute.

15.

What if my buyer doesn't pay until the ninth day? Can they start the Item Not Received process the very next day?
Yes. A buyer may elect to initiate an Item Not Received dispute anytime between 10-60 days after the listing closes. Buyers will be advised that they should take certain steps before initiating the Item Not Received process. For example, buyers will be instructed to: (1) ensure that enough time has elapsed, based on the payment and shipping methods to which both the buyer and the seller have agreed, (2) carefully re-read the terms of the original listing, and (3) contact the seller directly via email or phone with concerns. A buyer starting the process early will receive a message similar to the one shown below:

"The best way to solve transaction problems on eBay is direct and open communication between buyers and sellers. There are some instances, however, where a transaction may actually take longer than usual. If you paid for this item within the past few days using personal check, postal money order, or other slow payment methods, it's possible that seller hasn't had sufficient time to receive and clear payment, pack and ship the item, and address your questions and concerns."

16.

What happens if I have an international buyer? Can they escalate to eBay's Trust and Safety team?
Yes, an international buyer can Escalate to eBay's Trust and Safety team. However, the buyer can only escalate to eBay's Trust and Safety team after completing the Item Not Received process. During the process, the buyer will be reminded to give international transactions more time to complete due to shipping and payment considerations. For example, one of the messages a buyer who participated in an international transaction will receive during the dispute process is shown below:

"International bank transfers can take up to 14 days to complete. Shipping can also be a cause of delay, especially in cases of cross border trade. Please make sure to ask the seller for an estimate of the shipping time."