What to do if you don't receive an item or it doesn't match the seller's description
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When you buy an item on eBay, you can do so with confidence. If you haven't received the item or it doesn't match the seller's description, your purchase price plus original shipping may be covered by the eBay resolution process. If you have a problem, we're here to help you.
Steps to take if you don't receive an item
| 1.
| If you haven't already, contact your seller. Many issues can be solved with a simple conversation. |
| 2.
| If the seller hasn't made things right, open an eBay Buyer Protection case so we can help. You can open a case after the estimated delivery date of an item or 7 days after making payment if you weren't given an estimated delivery date. |
| 3.
| Because you haven't received the item, the seller may: Provide shipping tracking information that shows where the item is Offer to send you a replacement item, if you agree
We'll ask you to confirm that you've received the item or the refund. |
| 4.
| If 7 days have passed since you opened the case, and the seller still hasn't resolved the problem, we recommend that you escalate the case to eBay Customer Support. eBay will review the case and may provide a refund of the purchase price plus original shipping. |
Steps to take if an item doesn't match the seller's description
| 1.
| If you haven't already, contact your seller. Many issues can be solved with a simple conversation. |
| 2.
| |
| 3.
| Because the item doesn't match the seller's description, the seller may: Offer you a partial refund to make up for the ways the item is different from the description Ask that you return the item for a full refund Ask that you return the item in exchange for a replacement item, if you agree
If you're offered a partial refund, you can accept it, request a different amount, or suggest another solution, like returning the item for a full refund. If you decide to return the item, you'll need to ship the item with delivery confirmation (plus signature confirmation for items that are $250.00 or more) and enter the tracking number in the Resolution Center. We'll ask you to confirm that you received a refund or a replacement item. |
| 4.
| If 7 days have passed since you opened the case, and the seller still hasn't resolved the problem, we recommend that you escalate the case to eBay Customer Support. eBay will review the case and may provide a refund of the purchase price plus original shipping. |
More about refunds
If you're given a refund, you'll usually receive it through the same payment method that you used to pay for the item. If you bought an item with a payment method other than PayPal, we'll ask you to confirm receipt of the refund.
A full refund is one that covers the cost of the item and original shipping. If you've received an item and want a full refund, you'll usually need to send the item back to the seller.
Timelines
If you haven't received an item, you can open a case after the estimated delivery date (if available) or 7 days after making payment (if no estimated delivery date was provided). If you received an item and it doesn't match the seller's description, you can open a case after receiving the item. You must open a case within 45 days of making payment.
The seller has 7 days from the time you open the case to reply.
You should receive a refund within 3 days of the seller promising a refund or within 10 days of the seller receiving the returned item. If you haven't received a refund by then, please contact eBay through the Resolution Center, and we'll work with the seller to provide you a refund.
In the rare situation where a seller doesn't reply to you or follow through, and 7 days have passed since the case was opened, you can escalate the case to eBay. If we determine you're owed a full refund, we'll ask you to send the item back to the seller with delivery confirmation (plus signature confirmation for items that are $250.00 and above), and we'll issue you a refund within 3 days of the seller receiving the item.
