You and the buyer agreed to cancel a transaction
Example: As you're packing an item to ship it to the buyer, it breaks. You should contact the buyer and let them know what happened, then cancel the transaction. |
Note: You won't receive a credit if the buyer asks eBay to review the case, even if you issue a refund after the buyer contacts us. |
Anytime after the listing ends, up to 45 days after the sale |
The day you go to the Resolution Center to cancel the transaction, we contact the buyer. The buyer has 7 days from that day to respond. If the buyer doesn't respond within 7 days, or agrees to cancel the transaction, you can close the case. You'll receive a credit to your seller account 7-10 days after closing the case. If you relist your item, you may qualify for an insertion fee credit, but will pay the usual final value fee when the item sells.
You need to close your case within 60 days of the transaction. On the 61st day after the end of the transaction, if you haven't closed your case, eBay automatically closes it and you will not receive a final value fee credit.
Once your case is closed by you or by eBay, you can't reopen the case. |
The buyer didn't pay for an item |
Under I sold an item, select I haven't received my payment yet.
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4-32 days after the listing ends
Note: If the buyer is no longer registered on eBay you don't need to wait 4 days. |
The day you open a case, we contact the buyer. The buyer has 4 days from that day to pay or work out other arrangements with you. If the buyer doesn't pay within 4 days, you can close the case and an unpaid item may be recorded on the buyer's account. You'll receive a credit to your seller account for the final value fee 7-10 days after you close the case. If you relist your item, you may qualify for an insertion fee credit, but will pay the usual final value fee when the item sells.
You need to close your case within 36 days of the transaction. On the 37th day after the end of the transaction, if you haven't closed your case, eBay automatically closes it and you may not receive a final value fee credit.
Once your case is closed by you or eBay, you can't reopen the case. |
The buyer opened a case in the Resolution Center, you resolved it, and issued the buyer a full refund
Note: Final value fee credits are only available when the buyer is given a full refund. |
Note: You won't receive a credit if the buyer asks eBay to review the case, even if you issue a refund after the buyer contacts us.
Also, the case must be open in the Resolution Center for you to receive a final value fee credit. You won't receive a credit for cases opened on PayPal. |
The buyer can open a case after the estimated delivery date, or 7 days after making payment if you didn't provide an estimated delivery date.
The buyer has up to 45 days after the making payment to open a case. |
The day the buyer opens a case, we contact you. You have 7 days to reply to a case and 3 days to refund the buyer after you receive the returned item. 7-10 days after you resolve the problem and close the case, you'll receive a credit to your seller account.
Important: If you don't resolve the problem in the Resolution Center, eBay automatically closes the case and you aren't credited the final value fee, even if you give the buyer a full refund.
Once your case is closed by you or eBay, you can't reopen the case. |
