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

If you’ve got tracking information, upload them so you and the buyer can track the package. Delivery confirmation from your postal 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 information 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 postal carrier to report the missing package
  • If tracking information shows that the package has been in transit for 7 days (10 for international deliveries), you should refund the buyer, and get the package back from the postal carrier

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