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How To Deal With Item Not Received Requests

Item Not Received (INR) on eBay? Don’t Panic, Here’s How to Win It

An INR sounds serious, but most are easy wins if you respond correctly. If the item was delivered, this is a process issue.

The Golden Rule

Proof of delivery wins INR cases.

Nothing else matters.

Step 1: Identify What Tracking You Have

Best Case (Preferred by eBay)

If the order was fulfilled via Amazon and shipped with:

  • USPS
  • UPS
  • FedEx

Use the carrier’s tracking, not Zinc.

Why this works:

  • eBay gives more weight to major carriers
  • Delivery scans and photos are authoritative
  • Faster and cleaner resolutions

Step 2: Get the Delivery Photo from Amazon

Amazon almost always captures a delivery photo.

How to get it:

  1. Open the Amazon order
  2. Click Track package
  3. Download or screenshot the delivery confirmation photo

This photo is extremely strong evidence.

Step 3: If You Only Have Zinc Tracking

That’s still fine.

If Amazon used Zinc and:

  • You don’t have direct carrier tracking, or
  • The carrier info isn’t accessible

You can still win the case.

What to submit:

  • Zinc tracking number
  • Amazon delivery photo

Together, these usually satisfy eBay’s proof-of-delivery requirements.

Step 4: Respond to the INR Case

  1. Open the INR case in eBay
  2. Select Add tracking / Upload proof
  3. Submit:
  • USPS, UPS, or FedEx tracking or
  • Zinc tracking
  • Delivery photo
  1. Confirm submission

Do not argue with the buyer.

Do not explain emotions.

Submit evidence only.

Step 5: What Happens Next

  • If tracking shows Delivered, you usually win
  • If the delivery photo is clear, you almost always win
  • eBay closes the case in your favor
  • Funds are released
  • No seller defect

Common Mistakes That Lose INR Cases

  • Refunding too early
  • Messaging the buyer emotionally
  • Uploading screenshots without tracking context
  • Waiting too long to respond

You typically have three business days to act.

Key Takeaways

  • INR does not mean automatic loss
  • Delivery photos are your strongest asset
  • Major carrier tracking is best, but Zinc still works
  • Calm, evidence-based responses win cases

If it shows Delivered, you are in control.

Updated on: 01/25/2026

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