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From July 10, 2018, some time frames for eBay’s returns and items not received processes will be changing. If you’ve opened or received a return or item not received request on or after this date, you should read our article for full details.
If there's a problem with your order, often the first step is to contact the seller and try to work things out. Here are some of the most common issues and how to resolve them.
If you didn't receive the item, check the tracking, as it may still be in transit. Or, contact the seller to ask about the status. You can report the item as not received up to 30 days after the estimated delivery date.
If the seller hasn't responded within 3 days, or you can't agree on a resolution, go to your purchase history, find the item, and select Ask eBay to step in. We'll make a decision within 2 business days. You've got 21 business days from the date you reported the item to ask us to step in.
If the item doesn't match the listing description, you can contact the seller and try to work things out, or return the item for a refund.
If the seller doesn't respond within 3 business days, or you can't agree on a resolution, you can go to your purchase history, find the item, and select Ask eBay to step in. We'll make a decision within 2 business days. You have 21 business days from the date the return request was opened to ask us to step in.
You can contact the seller and provide proof of payment. If they still refuse to send the item, report it to us so we can help you resolve the issue.
If the seller opened an unpaid item case against you, yet you paid for the item or have cancelled the order, you can appeal. Once we verify your information, we'll remove the unpaid item from your account.
If you haven't paid for the item, you can cancel the order.
If you paid for the item, the seller must refund the full amount within 10 business days. If you don't receive the refund on time, report it to us so we can help you resolve the issue.
Sometimes another member's behaviour and communications are out of line, yet not against eBay policies. Examples of behaviour that violate our policies include misrepresenting identity and creating an account with false information to avoid restrictions or limits.
If you think another member is violating our policies, please report it to us. We take all reports seriously and will carry out a thorough investigation before taking any appropriate action. To protect the privacy of our members, we're unable to inform you of any actions we may take against another member.
If you see an item that's not allowed on eBay, report it to us.
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