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After the buyer has initiated the Item Not Received process, both buyer and seller will work towards resolving the transaction issue.
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Step 3:
An email notification is sent to the seller that an Item Not Received dispute has been opened. From the Dispute Console, the seller responds to the open dispute.
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Step 4:
Based on the seller's response, the buyer will determine how to proceed — continue communicating, close the dispute or escalate to a claim. Most disputes are successfully resolved by buyer-seller communication.
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Step 5:
eBay encourages buyers and sellers to resolve their dispute in step 4 through buyer-seller communication. However, if the issue is not resolved, a buyer may escalate to an eBay Standard Purchase Protection Program claim, if eligible.
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