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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.

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.
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.
If your item hasn't arrived, or is significantly different from its description, open a case in the Resolution Center.
If you opened a case and we issued you a refund, you'll receive it in your PayPal account. Learn more about receiving a refund for an eBay Money Back Guarantee case.
If you returned an item to the seller for a refund through the eBay returns process, you'll receive the refund in your PayPal account. Learn more about returning an item through the eBay returns process.
If a seller promised you a refund, and it's been more than 3 business days, you can escalate the case to Customer Support.
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.
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


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.

Hassle-free returns: Returning an item through the eBay returns process
You can use eBay hassle-free returns to return some items you purchased on eBay.

What to do if you don't receive an item or it doesn't match the seller's description
Learn how to return an item and get a refund through the eBay Money Back Guarantee.

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, you can work with your trading partner to resolve the issue 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.

Contact us

Have a question? We can help.

 Contact us

Ask eBay members

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