Here's what we found for "Buyer hasn't received an item you shipped"

If you have tracking details, upload them so you and the buyer can track the shipment. Delivery confirmation from the shipping carrier protects you from cases when buyers claim they didn’t receive the package. However, it 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:

  • Select Contact a buyer below 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 (or 10 days for international shipments), you should refund the buyer, and get the package back from the shipping carrier.

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