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.
The case isn’t necessarily an accusation. A buyer can open one even if the item is genuinely delayed in transit. But from the moment they open it, a clock starts running — and the outcome depends almost entirely on what you do in the next few days.
When can a buyer open an INR case?
A buyer can open a case once the estimated delivery date has passed. On most UK and US listings, this window opens between 3 and 30 days after dispatch, depending on the shipping service selected.
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 the case isn’t resolved between you and the buyer within the response window, either party can ask eBay to step in. In some situations — particularly where no tracking has been provided — eBay may also step in on its own initiative. Once eBay reviews the evidence, they typically make a decision within 48 hours.
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
The short version: if you have valid tracking showing delivery, eBay will almost always find in your favour. If you don’t, they will almost always find in the buyer’s favour — regardless of whether the item was actually sent.
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:
A tracking number linked to the eBay order
Evidence the item was dispatched within your stated handling time
Ideally, delivery confirmation at the buyer’s address
A basic postal receipt showing you posted something doesn’t count — it needs to be a trackable service with a reference number linked to your order.
What if tracking shows delivered but the buyer says it wasn’t
eBay’s position: if tracking confirms delivery to the correct postcode, you’ve fulfilled your obligation. Upload that tracking and ask eBay to step in.
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: A case eBay closes in the buyer’s favour counts as a defect on your account. A case you resolve yourself — by refunding or replacing before eBay steps in — does not.
This is the most misunderstood part of INR cases. The defect doesn’t come from the case being opened — it comes from eBay deciding against you.
If you refund the buyer through the Resolution Center before eBay intervenes, the case closes as resolved and no defect is recorded. It costs you the refund, but it protects your metrics.
How INR defects are counted
eBay’s defect threshold isn’t simply a percentage — it also requires defects to be associated with more than 4 different buyers before the standard applies. For “cases closed without seller resolution” specifically, the minimum is 2 cases or 0.3%, whichever is higher.
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
| UK Sellers | US Sellers | |
|---|---|---|
| Resolution Centre | Same process | Same process |
| Buyer Protection | Buyer Protection Fee covers INR | eBay Money Back Guarantee |
| Standard tracked options | Royal Mail Tracked 48/24 | USPS First Class with tracking |
| Basic untracked services | Royal Mail 2nd Class — no tracking | USPS with limited scan data |
| Response window | 3 business days | 3 business days |
| eBay step-in decision | ~48 hours | ~48 hours |
| Appeal window | 30 calendar days | 30 calendar days |
The main practical difference is postal infrastructure. UK sellers using Royal Mail 2nd Class have no tracking at all — no scan, no reference, nothing to upload. US sellers using even basic USPS services typically get a delivery scan.
If you sell in the UK and regularly ship items above £10–15 without tracking, switching to Royal Mail Tracked 48 is the single most effective change you can make to reduce INR exposure.
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?
Once eBay steps in, typically 48 hours. The full process from case opened to resolution is usually 3–10 days.
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