Resolving buying problems

Find out what to look for before you bid or buy, and how to avoid common mistakes. Learn about our buyer protection programs, in case you ever have a problem with a purchase.

Top questions

I didn't receive an item I paid for. Does eBay offer insurance?

What's an unpaid item?

Solve a problem

To request a seller's phone number, click the Advanced link next to the Search button at the top of the eBay home page. From the Advanced search page, click Find contact information in the Members section on the left side, and follow the instructions.

It may be just a simple misunderstanding. Email your trading partner. If that doesn't work, request their contact information and try to call them. You can also use these tips to try to work things out.

I\'d like to use a different payment method.

If you haven't placed a bid yet, use the Ask a question link in the listing. If you've already won or bought the item, email or call the seller and ask if a different payment method can be worked out.

I never received my item or the item isn\'t what I was expecting.

If your item hasn't arrived, or is significantly different from its description, open a case in the Resolution Center.

I didn\'t receive a refund or I can\'t find it.

If you opened an eBay Buyer Protection case and we issued you a refund, you'll receive it in your PayPal account. Learn more about receiving a refund for an eBay Buyer Protection case.

If a seller promised you a refund, and it's been more than 3 business days, you can escalate the case to Customer Support.

I received an email from eBay saying that an unpaid item case has been opened for an item I purchased.

If you buy an item and the seller doesn't receive payment within 2 days, an unpaid item case may be opened. If you don't respond within 4 days after the case is opened, the unpaid item may be recorded on your account.

I received a suspicious email from someone claiming to be eBay.

The email probably came from a scammer. We've seen several fake emails and websites that are designed to look like they come from us, copying our logo and mentioning features and services that we offer.

Be extra cautious if you're buying a car, especially if the transaction is outside of eBay. We've seen a number of vehicle scams from people who post cars for sale on other websites. Learn how to protect yourself against scams.

Help topics

Basics

Safe trading tips for buyers
Before you bid or buy, read these recommendations.

Knowing your seller
Get to know your seller and avoid problems later.

Choosing items confidently
These tips will help you make your decision to buy easier.

Contacting eBay members
Trying to get in touch with someone? Find out how.

Communicating with your trading partner
Sometimes misunderstandings happen. These tips will help you work things out.

Using authentication and grading services
Is an item genuine? For a small fee, an independent evaluator can help.

Buyer protection programs

About our buyer protection programs
Learn how our programs and processes can help protect your purchase in case of a problem.

What to do if you don't receive an item or it doesn't match the seller's description
Learn what to do if you paid for but didn't receive an item, or if the item is different from its description.

Receiving a refund for an eBay Buyer Protection case

eBay's role when you need to resolve a problem
Find out what we can do if you have a problem with a transaction on eBay.

eBay Motors vehicle protection programs
Feel safe when you buy a vehicle on eBay with our protection programs.

Business Equipment Purchase Protection
Business owners who make major equipment purchases are covered by our protection program.

Beyond the basics

How to report inappropriate buying and selling
Find out what we can investigate and the actions we'll take.

Limits on eBay sellers
We're committed to reducing fraud and negative buying experiences.

Resolving transaction problems in the Resolution Center
If you have a problem with a transaction, contact your trading partner. If that doesn't work, you can work it out in the Resolution Center.

Appealing unpaid items
Find out how to appeal an unpaid item recorded on your account.

About transactions outside of eBay

Transactions that happen outside of eBay aren't eligible for eBay services

Protecting yourself against scams

You can avoid scams by knowing what to look for. Find out what kinds of scams are out there and how you can protect yourself.

Have a question? We can help.

Ask eBay members

Get help from other eBay members. Visit the Answer Center to post a question.

Shortcuts

Find a member

Open a case in the Resolution Center

PayPal Resolution Center

Rules & policies

Seller performance standards

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