A buyer opens an eBay item not received case. Most sellers panic. The ones who handle it well have usually done one thing: read the timeline before they do anything else.
eBay gives you specific windows to respond, specific evidence to upload, and specific outcomes based on whether you have tracking. Miss a deadline and eBay — or the buyer — can escalate the case against you. Act within it and the outcome is usually in your favour.
This guide covers the full process from the seller’s side: what an INR case actually is, what you need to do and when, what happens if you have tracking versus if you don’t, and what the outcome means for your account.
What Is an eBay Item Not Received Case?
An Item Not Received — or INR — case is a formal dispute a buyer opens when they claim they haven’t received their order. It goes through eBay’s Resolution Center and is covered under eBay’s Money Back Guarantee.
If an order has not arrived by the estimated delivery date, the buyer can generally report the issue through their eBay purchase history. The request must be submitted within the applicable Money Back Guarantee timeframe. Sellers should review the order’s estimated delivery date and the request deadline rather than calculating eligibility solely from the dispatch date.
When can a buyer open an INR case?
A buyer can generally report an item not received once the estimated delivery date has passed. Under eBay’s Money Back Guarantee, buyers typically have up to 30 calendar days after the estimated or actual delivery date to report that an item hasn’t arrived. The exact eligibility and deadlines may depend on the transaction and applicable marketplace policies. Sellers should always check the request details and response deadline shown in eBay.
They cannot open a case before the estimated delivery window ends — eBay blocks it. But the moment that window closes with no delivery confirmed, the option becomes available to them.
INR vs a return request — what’s the difference?
These are two separate processes. A return request is for an item that arrived but the buyer wants to send back. An eBay item not received case is for an item the buyer says never arrived at all. They go through different sections of the Resolution Center and have different evidence requirements.
What Happens When a Buyer Opens an INR Case
Step 1 — You receive a notification
eBay emails you and the case appears in Seller Hub under Resolution Center. You’ll see the buyer’s message and the order details.
Step 2 — The 3-business-day response window
Once a buyer reports an item not received, eBay gives you 3 business days to provide one of the following:
Tracking information showing the item was dispatched
A delivery update
A refund
This is your formal window to act. Do not let it pass without responding.
Step 3 — eBay steps in if the case is unresolved
If an Item Not Received request remains unresolved after the seller’s initial response period, the buyer or seller may be eligible to ask eBay to step in, depending on the request status and applicable deadlines. eBay reviews the available tracking information, delivery evidence and communication between both parties before making a decision. Many cases are reviewed within approximately 48 hours after escalation, but more complex cases may take longer. Sellers should check the request details in eBay for the current status and any required action.
Step 4 — Appeal if needed
If eBay decides against you and you have new information that wasn’t available when they reviewed the case, you can appeal within 30 calendar days of the decision.
Tracking: The Only Thing That Protects You
Valid tracking is one of the strongest forms of evidence in an eBay Item Not Received case, but a tracking number alone does not guarantee seller protection. To qualify for protection, sellers generally need delivery confirmation that meets eBay’s requirements, including delivery status, the relevant delivery location and signature confirmation when required. If tracking only shows that an item was dispatched or is still in transit, the buyer may remain eligible for a refund under eBay’s Money Back Guarantee.
What counts as valid tracking
Uploading tracking before a case is opened is best practice — but the 3-day response window after the report is your formal opportunity to provide evidence. What eBay needs:
For an Item Not Received case, eBay generally looks for tracking evidence that meets its applicable delivery requirements:
- A valid tracking number from an accepted shipping carrier.
- A delivery status confirming that the item was delivered.
- The delivery date and relevant delivery location, including the buyer’s postcode or ZIP code where required.
- Signature confirmation for orders that meet eBay’s applicable signature requirement.
Tracking that only shows dispatch or movement through the carrier’s network may help explain a delay, but it does not necessarily establish successful delivery or qualify the seller for protection.
What if tracking shows delivered but the buyer says it wasn’t
If tracking shows the item was delivered but the buyer reports it as missing, review the delivery confirmation carefully. eBay generally requires tracking evidence showing successful delivery, the delivery date and the relevant delivery location, including the postcode or ZIP code where applicable. Signature confirmation may also be required for higher-value orders. If your tracking meets eBay’s applicable seller protection requirements, submit the evidence through the INR request and ask eBay to review the case.
In most cases eBay will side with the seller. The buyer’s recourse at that point is to contact their local delivery service or file a police report — it’s outside eBay’s remit.
eBay item not received without tracking
Without tracking, eBay has no evidence you sent anything. The outcome in this scenario is almost always a refund to the buyer, funded from your account.
The cost of one lost INR case typically exceeds months of savings on untracked postage. If you sell anything above a few pounds and regularly ship without tracking, this is your single biggest operational risk.
What Happens to Your Seller Metrics
Important: Opening an Item Not Received request does not automatically create a seller performance defect. A case may count toward your cases closed without seller resolution metric if eBay steps in and determines that the seller failed to meet their obligations. Resolving an eligible request directly with the buyer before eBay intervenes can help avoid this outcome. Some cases may also qualify for seller protection or defect removal under eBay’s policies.
An Item Not Received request does not automatically damage your seller level. What matters is how the request is resolved and whether eBay records a case closed without seller resolution. Responding within the required timeframe, providing valid delivery evidence and resolving buyer issues promptly can help protect your seller performance. However, refunds and other resolutions may still affect separate service metrics or account records.
How INR defects are counted
eBay evaluates transaction defects and cases closed without seller resolution as separate seller performance metrics. For the cases closed without seller resolution metric, the Below Standard threshold is more than 2 cases or more than 0.3% of transactions, whichever represents the higher number of cases. The requirement involving defects from more than four different buyers applies to the transaction defect rate metric, not directly to INR cases closed without seller resolution. Sellers should review their Seller Dashboard for the performance standards applicable to their account.
In practice: one unresolved INR case won’t automatically push you Below Standard. But a pattern of cases eBay decides against you — especially without tracking — creates real risk over time.
Full detail on how eBay measures seller performance: eBay Seller Performance Guide
How to Respond to an eBay Item Not Received Case — Step by Step
Check the order details immediately
Open the case and confirm: when was the item dispatched? What service did you use? Is there tracking? This tells you what evidence you have before you do anything else.
Provide tracking or an update within 3 business days
Go to Resolution Center → the case → provide your tracking number or delivery update. Even if tracking shows the item is still in transit, upload it — it proves dispatch.
Message the buyer professionally
A short, factual message goes a long way:
Hi, I’ve uploaded tracking for your order — it was dispatched on [date] via [service] and the tracking reference is [number]. If it hasn’t arrived by [date], please let me know and I’ll look into this further.
Don’t be defensive. Don’t accuse the buyer. Keep it factual and professional.
Decide: resolve it yourself or ask eBay to step in
If tracking shows delivery — ask eBay to step in. You have the evidence.
If tracking shows the item is delayed — keep the buyer updated and consider whether a replacement or refund makes more sense than waiting.
If you have no tracking — consider refunding before eBay steps in. The defect is more damaging than the cost of the refund.
After eBay steps in
eBay reviews tracking, message history, and the context of the case. Their decision usually comes within 48 hours. If you disagree and have new evidence, appeal within 30 calendar days.
Preventing eBay Item Not Received Cases
Most INR cases are avoidable with the right habits in place.
Use tracked postage on anything meaningful
If an item is worth more than the price difference between tracked and untracked postage, use tracked. The maths on this is simple — one lost INR case costs more than months of savings.
Upload tracking to every order
Even on basic services, link whatever reference number you have to the eBay order. It creates a record that protects you if a case is opened.
Dispatch within your stated handling time
Late dispatch weakens your position significantly, especially without tracking. If your handling time says 1 business day, dispatch in 1 business day — or update the setting to reflect what you actually do.
Set realistic delivery estimates
Buyers open INR cases when the estimated delivery date passes with no delivery. If your estimates are consistently tight, you’ll generate cases even when nothing goes wrong in transit.
Resolve cases early when tracking is missing
A case you resolve through the Resolution Center before eBay steps in doesn’t affect your defect rate. One eBay decides against you does. When you don’t have tracking, early resolution is almost always the right call.
UK vs US — What Sellers Need to Know
| Feature | UK Sellers | US Sellers |
|---|---|---|
| INR Buyer Protection | eBay Money Back Guarantee | eBay Money Back Guarantee |
| INR Response Window | 3 business days | 3 business days |
| Tracked Shipping Options | Royal Mail Tracked 24 / Tracked 48 | USPS Ground Advantage / Priority Mail |
| Delivery Evidence | Valid tracking and delivery confirmation | Valid tracking and delivery confirmation |
| Signature Confirmation | Required when applicable under eBay policy | Required when applicable under eBay policy |
| eBay Step-In Review | Decision timing varies by case | Decision timing varies by case |
| Appeal Window | Generally 30 calendar days | Generally 30 calendar days |
The main difference between UK and US sellers is the range of shipping services and the delivery evidence they provide. In the UK, Royal Mail offers fully tracked services such as Tracked 24 and Tracked 48, while some standard services may provide limited delivery confirmation rather than end-to-end tracking. In the US, services such as USPS Ground Advantage and Priority Mail generally include tracking.
For better protection against Item Not Received claims, choose a shipping service that provides delivery confirmation meeting eBay’s requirements. Compare the additional postage cost with the item’s value and potential refund risk. Sellers handling higher-value orders should also check whether signature confirmation is required under eBay’s applicable policies.
Frequently Asked Questions
What do I do if a buyer says item not received on eBay?
Go to Resolution Center immediately. Within 3 business days, provide tracking information, a delivery update, or a refund. Do not let the response window expire.
Can eBay force me to refund if I have tracking showing delivery?
If tracking clearly shows delivery to the correct address, eBay will typically find in your favour. If they don’t, you can appeal within 30 calendar days with any new evidence.
Does an eBay item not received case always result in a defect?
No. Only cases eBay closes in the buyer’s favour result in a defect. Cases you resolve yourself — by refunding or replacing before eBay steps in — do not affect your metrics.
How long does an eBay INR case take?
An eBay Item Not Received request usually begins with a 3-business-day period for the seller to respond and work toward a resolution. If the issue remains unresolved and eBay is asked to step in, many decisions are made within approximately 48 hours, although some cases take longer. The total resolution time depends on tracking updates, buyer and seller responses, and whether eBay needs additional information.
What if the item arrives after the INR case is opened?
Ask the buyer to close the case once they’ve received it. If they don’t respond, eBay may close it automatically once tracking shows delivery.
Can a buyer open an INR case after leaving feedback?
Yes. Feedback and cases are completely separate systems. A buyer can leave positive feedback and still open an INR case, or vice versa.
What happens if I ignore an eBay item not received case?
After the 3-day window, the buyer or eBay can escalate the case. Without tracking or a response, the outcome will almost certainly go against you and a defect will be recorded.
How do I respond to an eBay item not received case as a seller?
Log into Seller Hub → Resolution Center → open the case → upload tracking or provide an update → message the buyer. All within 3 business days of the case being opened.
Can I appeal an eBay INR decision?
Yes. If you have new information that wasn’t available when eBay reviewed the case, you can appeal within 30 calendar days of the decision.
Related Guides
How INR cases count against your defect rate and what it takes to reach Below Standard.
When the item arrived but the buyer wants to send it back — a different process entirely.
Why tracked postage is cheaper than one lost INR case.
Where repeated unresolved INR cases eventually take your account.
What happens when seller metrics stay Below Standard for too long.
Muhammad Usman
eCommerce & SEO Specialist
Muhammad manages eCommerce operations and SEO for UK sellers across eBay, Etsy, Shopify and TikTok Shop. He built SellerGrowthTools to give sellers the fee and profit numbers they need before they list, not after.
Every guide here is checked against eBay’s current documentation before publishing and revisited when policies change. More about this site · Get in touch