Buyer Says “Item Not Received” — I Have POD with Photo. What Can I Do?

If you use eBay’s official shipping labels (e.g., eBay Shipping in the US, Royal Mail integration in the UK), most “item not received” claims are covered by eBay. They’ll refund the buyer without taking money from you.
It’s worth the slightly higher cost for the protection, especially on higher-value items.

Before escalating to eBay, send the POD to the buyer and ask politely if a family member or neighbor might have accepted the package. Sometimes it’s just a miscommunication.
If they still insist they didn’t get it, you’ve already shown you’re cooperative. That helps if eBay reviews the case.

If the buyer has already opened a case:
Upload your proof of delivery (POD) directly into the case. eBay’s system will see it.
Contact eBay customer support — either by phone or through the “help” section. Explain the situation and make sure they see the POD.
If the tracking shows “delivered,” you have a strong chance of winning the case. Some sellers say it’s about 50/50, but with clear POD and a calm explanation, you’re in a good position.
Also, if you used eBay’s integrated shipping (like Royal Mail in the UK or USPS in the US), eBay will often cover the refund themselves, so it doesn’t come out of your pocket.