Reply to a buyer item not received claim

Not received claims need quick facts. Tracking plus a clear deadline protects both sides.

Last reviewed October 14, 2026

Apologise and confirm details

Repeat the order and date.

Look for the last scan and location.

Ask for proof of dispatch.

Give a date for the next update.

Explain refund or reship rules.

Confirm the outcome to both sides.

Allow the delivery window plus a few days.

Follow your marketplace protection policy.

It shares tracking status. A person decides refunds.

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