Dispute for item not received, but the package is on its way | Questions and answers among users

k-energy_shop · 2025-12-29T17:29:55.850000Z

Good evening, dear users,I’m mainly reaching out to those with more experience on the seller side because, after 2-3 years selling through eBay, I’ve found myself in this situation for the first time:A buyer opened a dispute today for item not received; the buyer placed the order at 12, at 12:10 the label was created, at 13:00 the package was handed over to the courier. He kept asking me where the package was, he had previously written to me that he was very disappointed by the package delay, and I pointed out that I shipped one hour after his order, that we were in the Christmas holidays and still dealing with the fallout from Black Friday. I can understand him too, because the package was handed over on 15/12, it started moving on 16/12 until 21/12, the last tracking step, which arrived in Naples (....) and since then nothing. Through Poste Italiane tracking it is marked as delayed, but in transit. The problem is that on the same day I shipped another 2-3 packages that all made the same route, but today they moved, this one didn’t; I was hoping this one in particular would move.Now eBay is telling me I have to resolve this by 02/01/26 and gives me 3 options: update the tracking code (which is obviously already present and entered, maybe to buy time?), refund the customer or send them a message.Do you recommend how I should proceed in this situation? I still haven’t contacted eBay, because honestly I was hoping it would move today, and I still hope it moves tomorrow, so I can use that with eBay, that the package has resumed transit. In any case, how do you recommend I proceed? And above all, if eBay forces me to refund the customer and the package keeps moving and gets delivered anyway? I say this because Poste Italiane does not report any loss or anomaly, only that it is delayed.Thanks to anyone who wants to contribute.

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Dispute for item not received, but the package is on its way | Questions and answers among users | eBay Italy