Definition: After a buyer has placed an order and a period of time has passed since the order was marked as shipped without the item being received, the buyer can open an "Item Not Received (INR)" inquiry.
Steps:
Step 1: Click [Customer Service] > [Resolution Center - Inquiry];
Step 2: Click on a pending inquiry. On the right side, you can view the details (focus on understanding the buyer's reason for the request and their message content) for further assessment;
Step 3: Handle the inquiry.
If you need to verify the situation or discuss a solution with the buyer, click [Send Message] to communicate with the buyer;
When the item has been resent or there is a new tracking update, click [Update Tracking Details] to sync the shipping status;
When it is confirmed that the buyer no longer needs the item or the seller cannot fulfill the order, click [Refund] to process the refund for the buyer.
Article Number: 2029
Author: Sat, May 23, 2026
Last Updated: Sat, May 23, 2026
Online URL: https://kb.pushauction.com/article.php?id=2029