How do I help a buyer with an item not received case on eBay?
An item-not-received case is mainly a tracking and timeline problem. As a seller, your job is to show that the package was shipped and delivered according to eBay's required evidence, not simply to say that you believe it arrived.
These cases usually arise from missing tracking uploads, delayed scans, wrong addresses, carrier delays, or delivery disputes. Even if you shipped correctly, the order can still go badly if the tracking record is incomplete or the buyer cannot see a valid delivery scan.
Check the order's tracking first, confirm whether the delivery estimate has actually passed, and respond through the case flow with valid tracking information. If the package is clearly lost or the evidence is weak, it is often safer to resolve quickly than to let the case age into an eBay intervention.
Screenshots and verbal explanations are weaker than live tracking data tied to the order. If you want protection, make sure tracking is uploaded on the order itself and not only mentioned in messages.
Official eBay pages to review: