eBay

rosepeak · ‎01-17-2026

I had a package returned to me recently and then I had to resend it after the delivery date shown to the buyer. I communicated this to the buyer and he said that's fine, but only a few days after I re-shipped the package (I uploaded the tracking info onto the order too) the buyer opened an "item not received" claim, asking where his package is (even though the tracking shows that it is in transit) and stating that he still wants the item. So I uploaded the tracking info onto the claim as well and asked if he'd be willing to wait one more week, to which he doesn't respond. It's odd that he was quick to communicate before I sent his package but now that he opens a claim, he won't communicate anymore.

The tracking info shows today that his package is in Chicago (he's a U.S. buyer) and there are new updates everyday, but the buyer won't close the claim. So I dunno, do I refund the buyer or leave the case open as it is? The order total is about $50 which is a lot for me as I'm in financial dire straits right now but on the other hand, I'm worried about getting another transaction defect which I can't risk getting as I already got one earlier this year. What should I do?

Any advice would be appreciated.

dinomitesales · ‎01-17-2026

This is a tough situation. You haven't indicated why the package was returned to you, but ultimately at that point what you should have done was cancelled the order - the buyer could then repurchase the item and it would have "reset the clock" so to speak, as it would have been considered a new order.

What is the deadline for the INR case? You need to be cognizant of that date, because after that point the buyer can escalate the case to eBay and eBay will automatically decide the case in the buyer's favor which will result in a strike on your account and a full refund to the buyer (and you'll lose any eBay fees on the transaction). Personally, if I was in your position (and I was, just a week ago), I would voluntarily close the case the day before the deadline and provide the buyer with a full refund. If the item eventually gets delivered to the buyer - and the tracking shows this - you can appeal the claim within 30 days and eBay will give you your money back.

It also may be worth reaching out to eBay's customer service (I recommend using their social media channels) and explaining the situation. If there has been recent movement on the tracking number they can put a "hold" on the INR case, which provides you with some extra time for the item to be delivered. From what you've described though there are two tracking numbers associated with this transaction now so I'm not sure how eBay handles things like that; my assumption would be that they're only going to consider the first tracking number.

With the many issues plaguing the Chicago ICS right now my ultimate suggestion would be to 1) reach out to eBay and see if they can put a hold on the INR case; and 2) if the item still isn't delivered by the day before the INR deadline then close the INR case yourself and give the buyer a refund. You can appeal within 30 days if the item eventually gets delivered.

rosepeak · ‎01-17-2026

Tracking shows that the package is now in CINCINNATI OH which isn't far from the buyer's address which is in West Chester, Ohio, so I'm assuming it will get delivered any day now. The claim said to resolve it by Jan 22 but after I updated the tracking info onto the claim it no longer says that, instead it says the request is awaiting buyer’s response, but like I said the buyer's no longer responding for some reason, even when I send a message.

Also, there wasn't a tracking number the first time I shipped it as I used an untracked method the first time.

If the package gets delivered on or before Jan 22 does that mean I will be safe from getting a transaction defect even if I don't refund?

msau4301 · ‎01-17-2026

It could be the buyer opened the case "just in case" this second attempt shipment does not arrive either.

Hopefully they are thinking as soon as the item arrives they will close the case, that may be why they are not responding now. They are probably trying to wait out and see what happens.

You don't mention how much "after the estimated delivery date" you resent it, and what point it's at now but it sounds like the buyer just wants to make sure they are covered (with eBay) to get their money back if the second one doesn't arrive either. As dinomite sales has said you don't mention why it was returned and that could be playing a part in the buyers decision.

rosepeak · ‎01-17-2026

I resent the package 10 days after the latest delivery date shown to the buyer (and he opened a case a few days after that), so they still had plenty of time to file a claim if they don't receive it.

I think there was an issue with the customs the first time I sent it, but I'm not 100% sure. I sent it the second time with help from the post office to make sure I did everything correctly.

dinomitesales · ‎01-17-2026

@rosepeak wrote:
The claim said to resolve it by Jan 22 but after I updated the tracking info onto the claim it no longer says that, instead it says the request is awaiting buyer’s response, but like I said the buyer's no longer responding for some reason, even when I send a message.

I would be wary of this. I don't know why it's not showing you a deadline any more - you might want to reach out to eBay customer service. It should still be showing you a deadline. On Seller Hub, if you go to Orders --> Requests and disputes, does it still show you the Jan 22 deadline date on there?

@rosepeak wrote:
If the package gets delivered on or before Jan 22 does that mean I will be safe from getting a transaction defect even if I don't refund?

You should be safe yes. But I would be watching that tracking like a hawk and as soon as it shows "Delivered" I would be reaching out to eBay customer service ASAP and asking them to close the case on their end.