Resolving unpaid items with buyers

Resolving unpaid items is not as hard as it seems. After you’ve made a sale on APX, it’s usually a smooth process to complete the transaction with the buyer, however there are times where a buyer hasn’t yet paid for the item they bought. If that happens, you should contact the buyer to try to resolve the issue. We’re always here to step in and help if needed.

  • Get in touch with the buyer to find out why they haven’t paid. Sometimes it’s just that they didn’t realize they forgot to click on checkout, they’re not sure of the shipping cost, or they don’t know how to pay.
  • Send the buyer an invoice to remind them to pay. In your Sold items in My APX, select the item, then select More actions, and choose Send invoice.

If the buyer doesn’t respond to your message or invoice and still hasn’t paid, here’s what you should do:

  1. If it’s been more than 2 full days since the listing ended, you can select Report an unpaid item. This lets us know you’re having a problem and starts the formal process of resolving the issue (we call this opening a case). You need to report a case within 32 days of the listing ending.
  2. After opening a case, the buyer has 4 days to respond or pay for the item. On the 5th day, you can close the case by going to the Resolution Center and selecting Receive fee credit, then Close case on the following page. Under Have you received payment from the buyer?, select No. The unpaid item is then recorded on the buyer’s account, the final value fee will be credited back to you, and you can relist the item.

It’s important to close out any unpaid item cases. If you don’t close an unpaid item case within 36 days, we’ll close it for you, but you won’t be eligible for a final value fee credit. If you’re a managed payments seller, you won’t be eligible for a payments processing fee credit in this scenario either. Also, if we close a case, the unpaid item won’t be recorded on the buyer’s account.

When you let us know that a buyer hasn’t paid, we can step in and help you. We’ll get in touch with the buyer on your behalf and ask them to pay you. We can also protect you against negative feedback. Once we’re certain that the sale won’t be completed, you can make a second chance offer to the next highest bidder.

Tip
We recommend waiting to send your item until you’ve received payment from your buyer.

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