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About reimbursement
In this article
In this article

What is reimbursement?

In situations where the buyer has reported not receiving an item or the item doesn't match the description in the listing, and the buyer was unable to resolve the issue directly with you, eBay may review the situation. If we decide in favor of the buyer, we may refund the buyer directly and seek reimbursement from you.

If we refund a buyer directly, we'll seek reimbursement by deducting the amount from your PayPal account or charging your reimbursement payment method. Reimbursement will include the cost of the item plus the original cost of shipping. If the full amount of reimbursement isn't available in your PayPal account, we may deduct the remaining amount when it becomes available.

Note: International sellers who list an item on the US eBay.com site are also responsible for reimbursement.

Reimbursement payment methods

We'll ask for reimbursement as follows:

  • For purchases made with PayPal, we'll automatically reverse the funds from your PayPal account to refund the buyer.

  • We'll require another reimbursement method if:

    • The buyer hasn't paid with PayPal

    • There are insufficient funds in your PayPal account

    • PayPal isn't your chosen reimbursement method

When you create a seller account, you're prompted to add a payment method that's used for both seller fees and reimbursement. You can add or change your reimbursement payment method by going to the Financial Information section of the Personal Information page in My eBay. Your reimbursement payment method will be used for all current and future cases.

When you're in the Resolution Center, or receive an email from us about a case, you'll also have the option to make a one-time reimbursement.

Reimbursement timelines

If we refund a buyer directly, we'll seek reimbursement within 24 hours. If we refunded the buyer for multiple cases, we'll charge the total amount (but your payment method will show separate line items for each reimbursement). If the buyer's purchase wasn't made with PayPal and you don't have a reimbursement payment method on file, we'll ask you to provide one. Once you add one, we'll charge your payment method within 24 hours (if you have multiple cases, we'll charge each one separately), and this payment method will automatically be used for all current and future cases.

If you make a one-time reimbursement, the funds will be withdrawn when you make the payment.

Letting you know when reimbursement is owed

If we refund a buyer directly, we'll send you an email. We'll also follow up if we processed reimbursement from you, if you need to add a reimbursement payment method, or if there was a problem charging your reimbursement payment method.

You can always see the latest status of your cases, including cases involving reimbursement, in the Resolution Center.

When eBay doesn't receive reimbursement

If we're unable to receive reimbursement, we'll send you an email. If we don't receive reimbursement, your account will be put on hold, and you won't be able to buy or sell on eBay. To remove an account hold, simply pay the amount that is due.

If your account is on hold and we still don't receive reimbursement, your account will be suspended. You won't be able to buy or sell on eBay or communicate with other members through eBay messages.

To use your account again:
  1. Go to the Financial Information section of the Personal Information page in My eBay.

  2. Click the Add or Edit link to the right of Reimbursement payment method. You may be asked to sign in.

  3. Follow the onscreen instructions to add a reimbursement payment method or change your current payment method.

If your account has been suspended for reimbursement issues, and payment still hasn't been received, the account will be sent to collections.

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