Here's what we found for "Buyer hasn't received the item"

If you’ve got tracking details, upload them so you and the buyer can track the item. Delivery confirmation from your postage carrier covers you in cases where buyers claim they didn’t receive the package. However, the item must have been sent within your stated handling time, and you should’ve provided the tracking details to the buyer.

If the buyer hasn’t received the package yet:

  • Contact the buyer to confirm that the package was sent to the correct address
  • Contact the shipping carrier to report the missing package
  • If tracking details show that the package has been in transit for 7 days (10 days for international deliveries), you should refund the buyer, and get the package back from the postage carrier

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