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How to Write a Professional eBay Non-Delivery Dispute Letter

Subject: Non-Delivery Claim for eBay Order [Order Number]

Dear [Buyer's Name],

I hope this message finds you well. I am writing in response to your claim that you have not received the parcel for your recent eBay purchase, order number [Order Number], dispatched on [Dispatch Date]. I understand how frustrating it can be when a delivery does not arrive as expected, and I want to address this matter promptly and professionally.

According to the tracking information provided by [Courier Name], the parcel was dispatched on [Dispatch Date] and marked as delivered on [Delivery Date]. I kindly ask you to confirm whether the item may have been received by another member of your household, left in a safe location, or delivered to a neighbour. Occasionally, parcels are marked as delivered but may be in an unexpected location, such as a porch, garage, or local collection point.

As the seller, I take my responsibilities seriously and strive to ensure every customer receives their order as expected. However, I must inform you that falsely claiming non-delivery of a parcel constitutes fraudulent activity. I am required to report any suspected fraudulent claims to eBay and, if necessary, to the relevant authorities for further investigation. This is to protect the integrity of transactions for both buyers and sellers on the platform.

To resolve this issue, please provide any additional details that may assist in locating the parcel, such as checking with neighbours or verifying the delivery address provided. Alternatively, I can initiate a claim with [Courier Name] to investigate the delivery discrepancy. Please respond within [timeframe, e.g., 48 hours] so we can work together to resolve this matter swiftly.

Thank you for your cooperation, and I look forward to your prompt response to avoid any further action.

Best regards,
[Your Name]
eBay Seller