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  Home > Help >Payment & shipping>Packing & shipping items>What buyers should know about shipping>What to do if you have shipping problems
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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, for example, if the item is damaged in shipping. If you're looking for general shipping information, you can find it in the Packing & shipping items page.

Remember, the seller is responsible for the item until it is in the buyer's possession. eBay 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 the View order details link at the top of the page.

  3. On the Order details page, you can 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 you can't find tracking information on eBay, you can open a case in the Resolution Center.

The item you bought arrived damaged.

Open a case in the Resolution Center and work out a solution with the seller.

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 the item was not insured, 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 the seller's 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 his or her 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, please contact the buyer to work out a solution. If the buyer still wants the item, the buyer will need to 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 email the tracking number to your buyer.

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