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What to do if you don't receive an item or it doesn't match the seller's description
In this article
In this article


You can shop with confidence on eBay. If you haven't received your item or it doesn't match the seller's description, your purchase price plus original shipping may be covered by the eBay Money Back Guarantee. If you have a problem, we're here to help.

If you purchased an item using free in-store pickup or same day delivery, and it doesn't match the seller's description, return the item to the store location where you made the purchase.

Steps to take if you don't receive an item

After you pay for your item, review the estimated delivery date on the Order details page in My eBay. The seller may also provide you with shipment tracking information. Learn how to check the shipping status of an item in My eBay.

If the estimated delivery date has passed, or you didn't receive tracking information, and you haven't received your item, you can follow these steps.

1. Open a case.
Contact the seller by opening a case in the Resolution Center, and let the seller know that you haven't received your item. You can open a case after the estimated delivery date has passed, or if you weren't given an estimated delivery date, 8 days after making payment.
The seller may:
  • Provide shipping tracking information to show where the item is

  • Issue you a refund

  • Offer to send you a replacement item, if you agree

This step usually resolves most issues. We'll follow up with you to make sure you've received the item or the refund.
2. Escalate the case.
If 3 business days have passed since you opened the case, and the seller hasn't resolved the problem, you can escalate the case to eBay Customer Support. If you don't contact us within 30 days of opening the case, we'll assume the issue has been resolved and we'll close the case with no additional action.
3. We review the case.
We'll review the case and get in touch with you within 48 hours. We may ask for additional information to help resolve the issue. If the decision is in your favor, we'll refund you for the purchase price of your item plus the original shipping cost.

Steps to take if an item doesn't match the seller's description

If the item doesn't match the seller's description, go to My eBay and click the Purchase History link on the left side of the page. Find the item you'd like to return, select Return this item from the More actions drop-down menu, and then follow the instructions. If you're asked to contact the seller, then:

1. Open a case.
Contact the seller by opening a case in the Resolution Center, and let the seller know that the item doesn't match the description in the listing.
The seller may:
  • Offer you a partial refund to make up for the way the item differs from the description

  • Ask that you return the item for a 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, such as returning the item for a 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 $750 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.
2. Escalate the case.
If 3 business days have passed since you opened the case, and the seller hasn't resolved the problem, you can escalate the case to eBay Customer Support. If you don't contact us within 30 days of opening the case, we'll assume the issue has been resolved and we'll close the case with no additional action.
3. We review the case.
We'll review the case and get in touch with you within 48 hours. We may ask for additional information to help resolve the issue. If the decision is in your favor, we'll refund you for the purchase price of your item plus the original shipping cost. We may also ask you to return the item for a refund.

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.

Timing

If you open a case in the Resolution Center about an item you didn't receive or that didn't match the seller's description, you have a limited amount of time to take some actions. Be sure to follow these time guidelines.

Opening a case

  • If you haven't received an item: You can open a case after the estimated delivery date has passed. You must open a case within 30 days of the estimated delivery date.

  • If you received an item and it doesn't match the seller's description: You can open a case no later than 30 days after the actual (or latest estimated) delivery date.

If no estimated delivery date is available, we consider the latest estimated delivery date to be 7 days from the 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.

The seller has 3 business days from the time you open the case to resolve the issue.

Learn more about eBay Money Back Guarantee timelines.

Escalating a case

If 3 business days have passed since the case was opened and the seller hasn't resolved the issue, you can escalate the case to eBay Customer Support. If you don't contact us within 30 days of opening the case, we'll assume the issue has been resolved and we'll close the case with no additional action.

Receiving a refund

You should receive a refund within 3 days of the seller promising a refund or within 3 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.

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