Locate first carrier acceptance scan for the return. The next action depends on whether the carrier has the parcel, whether it was marked delivered, and who bought the shipping service.
Before you act
Check the exact carrier, service, role, and date in the official order or tracking page. A support inquiry, carrier claim, and seller refund are separate paths.
Start here
- Locate first carrier acceptance scan for the return.
- Confirm who bought the return label.
- Notify merchant/marketplace before refund deadline.
- Have label owner open a carrier investigation if required.
Evidence to keep
- Return parcel drop-off receipt
- Physical carrier acceptance
- Return merchandise authorization
Keep address, order ID, and tracking number private. Share them only in the merchant or carrier's official support flow.
Carrier, seller, or payment provider?
A carrier inquiry seeks the parcel or records a delivery problem. A carrier claim concerns loss or damage under a shipping agreement. A merchant refund or replacement concerns your order. Those paths may run in parallel, but one request does not automatically open another.
If the first response does not resolve it
Ask for the case number and the reason for the decision in writing. Recheck the exact service, shipment date, and any seller or payment protection window before escalating. Do not assume a delivered scan settles a possible misdelivery or theft dispute.
Official next step
Use the company website directly. Do not use a link from an unexpected delivery text or email.
Official sources and checking date
- eBay Item Not Received Official source · checked 2026-11-02
Policies and contact routes can change. Verify the current US terms and the actual service before filing.