Resolving selling problems

Click the Advanced link at the top of the eBay home page. On the left side of the page, click Find contact information and follow the instructions.

If you have a problem with selling on eBay, we want to know about it. Learn about handling problems with your buyers. If you don't receive payment for an item or you want to cancel a transaction, go to the Resolution Center. We'll help you work with your buyer to resolve the problem.

First, send your buyer a friendly email. If that doesn't work, try to reach the buyer by phone. If you don't get a response, you can go to the Resolution Center to open an unpaid item case or use Unpaid Item Assistant to open and close a case on your behalf. If the problem remains unresolved, you'll receive a final value fee credit when you close the case. You can then make a Second Chance Offer to another bidder, or relist the item. If you relist the item, you may qualify for an insertion fee credit.

My buyer backed out of the sale (but we\'re on good terms).

For an active listing, agree to let the buyer cancel the bid. If the listing already ended, you can go to the Resolution Center and cancel the transaction.

For an active listing, end your listing early. If the listing has ended, you can go to the Resolution Center and cancel the transaction.

Help topics

Basics

How sellers can avoid transaction problems
These tips can help make your transactions trouble-free.

Knowing your buyer
The more you know about your buyer, the better your chance of a successful sale.

What to do when a buyer doesn't pay (unpaid item process)
When a buyer doesn't pay, we'll work with you to help resolve the situation.

Using Unpaid Item Assistant
Set up this tool on your account preferences to automatically open and close unpaid item cases on your behalf.

Canceling a transaction
Find out what to do if you and your buyer agree not to complete a sale.

Resolving transaction problems in the Resolution Center
If you have a problem with a transaction, contact your buyer. If that doesn't work, you can open a case in our Resolution Center.

Seller protection policy
Learn how we protect sellers, and understand best practices for addressing problems that may happen from time to time.

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

Communicating with your trading partner
Sometimes miscommunications happen. Get tips on how to work things out.

Handling problems with your buyers
Learn what to do if you think your buyer is violating eBay policies, or if you’re having other problems with a buyer.

Limits on buyer activity
To protect sellers, we sometimes step in to limit what buyers can do.

Limits on eBay sellers
To help you become a successful seller and to ensure a safe experience for all eBay members, your selling privileges may be limited.

Beyond the basics

How to report inappropriate buying and selling
When members report cases of inappropriate buying or selling behavior, we'll try to resolve the issue.

eBay's role when you need to resolve a problem
Our goal is to promote a safe place for our members to buy and sell. See what we can do if you have any problems.

Responding to a case when your buyer doesn't receive an item
If your buyer reports not receiving an item, you'll be given options for responding to the case.

Responding to a case when the item doesn't match the listing description
Learn about your options if a buyer reports that the item doesn't match your description.

Responding to a case on international eBay websites

Learn how to resolve selling disputes when selling internationally.

Run your seller performance report
Review factors affecting your detailed seller ratings and buyer protection cases and get insight into how you can improve them.

Receiving a returned item and refunding your buyer
In some cases, a buyer may need to return an item to you for a refund.

About reimbursement
If a buyer has a problem with a transaction, we may refund the buyer directly and seek reimbursement from you.

Legal info

Creating legally compliant listings
Read our guidelines to help you understand basic legal issues for buying and selling.

Trademark and domain name basics
Find out why intellectual property rights must be protected.

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 our Resolution Center

Rules & policies

Knowing the rules for sellers

Buying practices policy

Unpaid item policy

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