Contact the seller in the Resolution Center
If your item hasn’t arrived or isn’t as described, contact the seller by opening a case in the Resolution Center within 30 days of your actual or latest estimated delivery date.
What does opening a “case” mean? What happens when I open one?
Opening a case lets eBay know that you asked the seller to resolve an item not received or item not as described issue. It also lets us track the progress and help you when you ask us to step in.
I contacted the seller. What happens now?
Once you’ve contacted the seller, he or she should quickly get back to you and offer a resolution, or ask for more information if necessary. You always have the opportunity to upload pictures to share with the seller, and view pictures that the seller has uploaded, by going into the case details page in the Resolution Center.
If your item didn’t arrive, the seller can update you on the item’s delivery, check with the shipping service (or provide tracking information), and send a replacement—or a refund if it got lost.
If you received an item that wasn’t as described, the seller will often ask you to return it, then send a refund or a replacement.
If a part was missing, or it requires a repair, the seller may offer to send the missing part or offer a partial refund.
I haven’t received an item
Your item’s arrival time depends on the shipping method you chose when you bought the item. To review the estimated delivery time, go to My eBay and look up the item you ordered in your Purchase history by clicking More actions > View order details.
If the estimated delivery time has already passed, contact the seller.
You can also open a case by going back to your Purchase history in My eBay and clicking Contact seller next to the item you ordered. We will track the resolution and help if you ask us to step in.
If you received a box that was empty, or something was missing, please follow the steps described under “I received an item that doesn’t match the listing description”.
If the seller provided you with tracking information that shows your item was delivered, please check the address you provided in your Order details or ask a neighbor if he or she might have received the item meant for you.
I received an item that doesn’t match the listing description
If you received an item that’s incomplete, wrong, damaged, or otherwise not as described, contact the seller so he or she can quickly help you with the issue. We will track the resolution and help if you ask us to step in.
You can also open a case by going to your Purchase history in My eBay, clicking Contact seller next to the item you ordered, and selecting Item I received is not as described.
If something is wrong with your purchase, you need to tell the seller in one of these ways within 30 days of your actual or latest estimated delivery date. To review the delivery date, go to My eBay and look up the item you ordered in your Purchase history by clicking More actions > View order details.
The seller asked me to return my item
If you received an item that did not match the listing description, many sellers will ask you to return it before they send a refund or a replacement. We recommend you use a tracked service, so you can show the seller and eBay that you sent the item to the correct return address. That way, eBay can make sure you’ll receive your refund or replacement should you need to escalate your case. You should find the return address and space to upload your tracking number in your Case details in the Resolution Center.
If the item value is above $750, select a shipping option that requires signature confirmation. Return costs should be paid in accordance with the seller’s return policy.
I have received my item but it arrived late
If an item was shipped much later than promised, eBay considers it “not as described”. Contact the seller via My eBay and select item not as described. We will track the resolution and help if you ask us to step in.