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What to do if you have shipping problems
In this article
In this article


Find out what steps you can take if you encounter a problem after an item has been shipped. Learn more about packing & shipping items.

Remember, the seller is responsible for the item until it's in the buyer's possession. The eBay Money Back Guarantee protects buyers if items arrive damaged, and sellers should consider insuring their items to protect themselves against damage or loss.

Information for buyers

Problem

Next steps

The item you bought hasn't arrived yet.

  1. Go to the listing.

  2. Click View order details at the top of the page.

  3. On the Order details page, check the estimated delivery date to determine when your item should arrive.

  4. If the seller used tracking, you may be able to track your package from the Order details page or in My eBay.

  5. If the estimated delivery date has passed, or you can't find tracking information, the item may be covered by the eBay Money Back Guarantee. Learn more about the eBay Money Back Guarantee.

The item you bought arrived damaged.

Open a return request from My eBay > Purchase history and follow the on-screen instructions.

You feel the seller charged excessive shipping.

  1. Review the shipping and handling cost section of the selling practices policy.

  2. If you feel that the seller has violated this policy, click the Report link at the bottom of the selling practices policy.

Information for sellers

Problem

Next steps

The item you sold was lost or damaged in shipping.

  • If you insured the package with ShipCover on eBay, you can file a claim directly from My eBay.

  • If you used FedEx SmartPost, find the original FedEx SmartPost shipping label in My eBay > Sold > Shipping Labels and open the SmartPost claim form. Follow the onscreen directions to submit your claim.

  • For other situations, contact the shipping company or insurance company directly to file a claim.

  • Even if you didn't insure the item, you're still responsible for the item until the buyer receives it.

  • Contact the buyer to work out a solution. If you file an insurance claim, the shipping company or the insurance company may need to contact the buyer to verify the claim and inspect the item and its packaging before resolving your claim.

The item was returned undelivered.

  • It's your responsibility to ship the item to the address on the eBay Order details page or the PayPal Transaction Details page. It's the buyer's responsibility to have the correct address on the transaction.

  • If you shipped the item to the address on the eBay Order details page or the PayPal Transaction details page, and it was returned, contact the buyer to work out a solution. If the buyer still wants the item, the buyer should reimburse you for the additional shipping costs. If you'd like, you can send the buyer a PayPal invoice for this cost.

  • When you ship an item, be sure to use tracking and upload the tracking information to My eBay. You can also email the tracking number to your buyer.

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