An eBay parcel never arrived: use the correct order request

When a parcel misses its estimate, a generic seller report or angry feedback is not the same as an item-not-received request. eBay's buyer help directs you to the order in Purchase history, where the delivery estimate, address and tracking are available. If the estimated date has passed and the item is still missing, use that order's specific request so the seller and eBay can see the correct transaction.

Before you start​

Keep the order number, paid amount, estimated delivery date and tracking record. Check whether someone at the delivery address accepted the package and whether the address in the original order was correct. Do not close a request solely because a seller promises a replacement outside eBay Messages.

Do it step by step​

1. Open Purchase history directly in eBay and select the affected order. Compare the estimated delivery date, shipping address and latest carrier scan. A parcel still within its estimate may only need monitoring.
2. If the date has passed, use the order's item-not-received option and tell the seller exactly what is missing. Keep communication in eBay's order flow so dates and statements are recorded.
3. If tracking says delivered, verify the correct address and check with household members, building reception or the carrier using its official site. Record what each source says without accepting a screenshot from the seller as the only evidence.
4. Allow the seller the response period shown in your eBay case. If the item still does not arrive or the seller cannot resolve it, use the case's option to ask eBay to step in when eligible under the current timetable.
5. If a parcel arrives but the contents are damaged, incomplete or different from the listing, use the return or item-not-as-described route instead. eBay says you may need to close an item-not-received request and open a return request for that different problem.
6. Preserve photos, package labels and Messages until the case is resolved. If you paid through a card, consult its dispute rules before filing a duplicate claim that may interfere with the eBay process.

Check the result​

The request is attached to the actual eBay order, the seller has a clear chance to resolve it and any escalation follows the case's displayed deadline and evidence path.

If something goes wrong​

If the order is absent from Purchase history, check whether you used another eBay account or paid outside the platform; the normal order flow may not apply. If the address was wrong at checkout, contact the seller and carrier promptly; the protection outcome may differ from a correctly addressed missing parcel.

Know the limit​

eBay Money Back Guarantee has eligibility requirements, time frames and exclusions. A carrier 'delivered' scan is evidence but not the complete story in every dispute. Follow eBay's live case instructions rather than a fixed deadline remembered from another country or order type. eBay item-not-received help eBay guarantee policy