|Home > Help >Membership & account>Rules & policies>eBay Money Back Guarantee|
eBay Money Back Guarantee
eBay Money Back Guarantee
Most eBay sales go smoothly, but if there's a problem with a purchase, the eBay Money Back Guarantee ensures that buyers receive the item they ordered or get their money back.
Buyers can use the eBay Money Back Guarantee when:
Most sellers work with buyers to quickly resolve issues, but if a solution isn't reached, we can help.
Most transactions on eBay.com are covered by the eBay Money Back Guarantee.
When a buyer doesn't receive an item
If a buyer doesn't receive an item, the buyer needs to report that they didn't receive the item by contacting the seller from My eBay. The seller should address the buyer's concern and provide updates on the delivery of the item, tracking information, or a refund.
If the buyer isn't happy with the seller's response or doesn't receive a response, the buyer can ask us to step in and help.
If asked to step in and help, we review the information provided by the buyer and seller for evidence of successful on-time delivery to the buyer's address. We require proof of signature to confirm delivery for items with a total cost of $750 or more.
If we determine that the item wasn't successfully delivered, we refund the full cost of the item and original shipping via PayPal. The seller is required to reimburse us for the amount. Learn more about reimbursement.
Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for the eBay Money Back Guarantee.
The buyer is responsible for paying any customs and duty fees for international shipping.
When an item doesn't match the listing description
If a buyer receives an item that doesn't match the listing description, the buyer needs to request a return from My eBay. The seller should address the buyer's concern and offer a solution, such as accepting a return, offering a replacement or refund.
If the buyer doesn't receive a response or solution, or returns the item but doesn't receive a refund or replacement from the seller, the buyer can ask us to step in and help.
If asked to step in and help, we review the item description, photos of the item, if provided by the buyer or seller, and any other information about the item that the buyer and seller provide. If we can't determine that the item matches the listing description, if the seller has already offered a return, or the seller's stated return window and policy applies, we may ask the buyer to return the item to the seller.
When an item is returned to the seller
Either we generate a return shipping label or the seller can provide a label. We add the cost of an eBay-generated label to the seller's monthly eBay invoice.
When a return shipping label is made available to the buyer and/or the buyer chooses to purchase a separate label, the buyer won't be refunded by eBay for the cost of the label.
After confirming that the item was returned to the seller, we refund the full cost of the item and original shipping via PayPal. We require the seller to reimburse us for the amount. When the buyer arranges shipping or picks up the item, we may not refund the cost of original shipping or pickup.
If the seller chooses to offer the buyer an untracked returns label, the buyer will not be required to provide proof of delivery of the return if eBay is asked to step in and help. The seller will be responsible for the reimbursement amount. Find out more about reimbursement.
When an item isn't returned to the seller
In some instances, we may not require that an item be returned to the seller. In these situations, we refund the buyer and may seek reimbursement from the seller, for example if:
Alternatively, with the buyer's consent, we may give a partial refund to cover differences between how the item was described in the listing and the actual item the buyer received. When given a partial refund, the buyer isn't asked to return the item to the seller. We may require the seller to reimburse us for the partial refund.
If a buyer suspects that an item is counterfeit, and there are strong indicators that the item is counterfeit, we don't require the buyer to return the item to the seller. The buyer agrees to cooperate with us to ensure the proper disposal of the item. In such instances, we refund the buyer for the full cost of the item and original shipping, and the seller reimburses us for the refund. The buyer may not sell the item on eBay or elsewhere.
eBay Money Back Guarantee timelines
Item not received
Item not as described
Replacement and exchange
Replacement and exchanges can be requested by the buyer and/or seller. Exchanges are based on value of the original purchased item, with current and equal value. A buyer must request a return no later than 30 days after the actual (or latest estimated) delivery date, or, if the seller's return window is longer, within the return window.
Timelines for replacement and exchanges:
When the buyer requests a replacement or an exchange the seller has 3 business days to respond to the buyer. If no response is received after 3 business days (and a maximum of 27 business days) the buyer can escalate the request to eBay to step in and help resolve.
If a replacement or exchange is agreed upon, the buyer has 5 days to ship the item back to the seller with return tracking (provided through return claim). If the buyer doesn’t ship the item within 5 business days, the replacement or exchange will be closed.
If the buyer doesn’t ship the return item back to the seller, and the seller shipped the replacement or exchange with confirmed delivery scan, after 20 business days the seller will be paid the value of the additional item. The buyer will be charged for this additional item via the buyer’s PayPal account.
Latest estimated delivery date
When we have no information about the actual delivery date, we use the latest estimated delivery date. When we have no estimated delivery information, we consider the latest estimated delivery date to be 7 days from payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries.
Extended timelines for eBay Money Back Guarantee coverage
In some limited situations, we may extend the period of time in which a buyer is eligible for the eBay Money Back Guarantee. This extra time allows us to take into consideration the buyer's location, the shipping service used, a seller's extended return window, national holidays, or delays due to circumstances such as natural disaster, national emergency, labor strike, or governmental act, or other circumstances such as fraud. In most instances, when we extend timelines for eBay Money Back Guarantee coverage, in cases where the seller is responsible for requests opened during such an extended timeline, we notify sellers with an announcement on eBay.com.
Buyers and sellers have an opportunity within 30 days from when we make a decision about a transaction issue to appeal our decision by providing appropriate documentation. We have the right to seek reimbursement from the seller if a buyer successfully appeals.
Refunds to buyers
We refund buyers via PayPal. If a buyer doesn't have a PayPal account, we ask the buyer to create one with their eBay registered email address to claim their refund. In the unlikely event we're unable to send refunds to a PayPal account, we may provide refunds by coupon redeemable for purchases on eBay.
Seller funds, reimbursements, and fees
After a buyer reports that they didn't receive an item or requests a return, or when a buyer asks us to step in and help, a seller's funds may be set aside by PayPal, as outlined in the PayPal User Agreement.
If a seller chooses to or is required to reimburse the buyer or eBay, the reimbursement amount is removed from the seller's PayPal account, placed on the seller's invoice and/or charged to the seller's payment method on file as outlined in our User Agreement. The seller is required to have a valid payment method on file. The cost of return shipping for an item that is not as described is the seller's responsibility and if an eBay-generated return shipping label is used for the return, the return shipping label cost is placed on the seller's invoice. You can find further details about reimbursements in our User Agreement.
If a seller issues a buyer a full refund before we're asked to step in and help, we credit the seller's final value fee. Insertion fees and other eBay fees aren't refunded.
Using other programs to address a concern
Buyers can't use more than one resolution method to get a refund. After selecting a resolution process (eBay Money Back Guarantee, PayPal Purchase Protection, or requesting a chargeback from their payment provider) a buyer is required to use only that process to resolve the transaction issue.
If a buyer requests a chargeback from their payment provider or files a PayPal Purchase Protection dispute, any requests opened through the eBay Money Back Guarantee for the same transaction are immediately closed.
Fraudulent claims may include:
Buyers who file fraudulent claims are subject to consequences outlined in the Abusing eBay section of the User Agreement. In addition, we reserve the right to indefinitely suspend the buyer's coverage under the eBay Money Back Guarantee.
Have a question? We can help.
Ask eBay members
Get help from other eBay members. Visit the Answer Center to post a question.