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Using Unpaid Item Assistant
In this article
In this article


When your buyer doesn't pay for an item, Unpaid Item Assistant can save you time and effort. Unpaid Item Assistant automates the process of opening and closing unpaid item cases. You can even set it up to open a case automatically after a listing ends.

When Unpaid Item Assistant opens a case, the buyer has up to 4 days to pay. When they buyer pays for the item, the case closes automatically.

If the buyer still doesn't pay for the item, the case closes automatically, you get a final value fee credit, and we record the unpaid item in the buyer's account. You can then relist your item at any time.

If you don't want to use Unpaid Item Assistant, you can open and close cases manually in the Resolution Center. You and your buyer can also agree to cancel the transaction.

Requirements

You can use Unpaid Item Assistant if:

If you offer local pickup, paper checks, money orders, credit cards, or debit cards processed through your Internet merchant account, you need to remove these payment methods in order to use Unpaid Item Assistant on those listings.

Setting it up

Setting up Unpaid Item Assistant:
  1. Go to My eBay > Account > Site Preferences.

  2. Click Show to the right of Unpaid Item Assistant, and then click Edit .

  3. Select Yes – I want Unpaid Item Assistant to open and close cases on my behalf.

  4. In the drop-down menu, select the number of days you want Unpaid Item Assistant to wait before opening a case. If you don't see the lower settings (for example, 2 days), update your combined payments preference.

  5. Select the Real-time option if you want to receive an email when the Unpaid Item Assistant opens or closes a case.

  6. Under Automatically relist the item when the case is closed with no payment, select Yes or No.

  7. Click Save.

Turning it off

Turning off Unpaid Item Assistant allows you to give your buyer more time to make a payment, and it also prevents an unpaid item from automatically recording in the buyer's account. Once you turn off Unpaid Item Assistant, you can't turn it back on for that transaction.

Turning off Unpaid Item Assistant for a specific transaction:
  1. Go to My eBay > Sold.

  2. Find the transaction for which you'd like to turn off Unpaid Item Assistant.

  3. From the More actions drop-down menu, select Turn off Unpaid Item Assistant.

If Unpaid Item Assistant has already opened a case, you can still turn it off to prevent the case from closing automatically.

Turning off Unpaid Item Assistant on an open case:
  1. Go to the Resolution Center and Sign in to the Your Cases section.

  2. Find the item in the list of cases.

  3. From the drop-down menu, click Take action and select Turn off Unpaid Item Assistant.

If you turn off Unpaid Item Assistant and the buyer pays using one of the electronic payment methods, then the case closes automatically. If the buyer pays with another method, go to the Sold section in My eBay, find the item, and select Mark As Payment Received from the drop-down menu.

If the buyer doesn't pay, you need to close the unpaid item case yourself.

If you don't close the unpaid item case yourself, the case automatically closes on the 37th day after it was opened. You won't get a final value fee credit, and we won't record an unpaid item in the buyer's account.

Turning off Unpaid Item Assistant for all future transactions:
  1. Go to My eBay > Account > Site Preferences.

  2. Click Show to the right of Unpaid Item Assistant, and then click Edit.

  3. Select No thanks – I'll use the standard unpaid item process as needed, opening and closing cases manually.

  4. Click Save.

Automatically relisting items and adjusting quantities

You can set up Unpaid Item Assistant so that when a case closes without payment, the item is relisted automatically, in the same format and with the same upgrades as your original listing.

Setting up Unpaid Item Assistant to relist items and adjust quantities automatically:
  1. Go to My eBay > Account > Site Preferences.

  2. Click Show to the right of Unpaid Item Assistant, and then click Edit.

  3. Select Yes – I want Unpaid Item Assistant to open and close cases on my behalf.

  4. Under Automatically relist the item when the case is closed with no payment, select Yes.

  5. Click Save.

Keep in mind that you're still responsible for any fees associated with relisting your item. Your listing may be eligible for an insertion fee credit if your item sells the first time you relist it.

Multiple-item listings

  • If your listing was for multiple items, and there were still items left when the buyer originally agreed to make a purchase, we'll automatically adjust the quantity on your listing.

  • If your listing was for multiple items, and there were still items left when the buyer agreed to make a purchase, but the listing ended before Unpaid Item Assistant closed the case, your item won't be relisted. If the unpaid transaction did include the remaining items in your listing, we'll automatically relist those items.

Examples of how Unpaid Item Assistant works with multiple-item listings:
  • If the buyer who didn't pay bought the last 3 items in your multi-quantity listing, your items are relisted as multi-quantity listing with a quantity of 3.

  • If the buyer who didn't pay bought the last item in your multi-quantity listing, your item is relisted as a single-quantity fixed-price listing.

  • If the buyer who didn't pay bought 2 items, there were other items remaining at the time, and the listing was still active when Unpaid Item Assistant closed the case, we adjust the quantity of your listing so that those 2 items are available for purchase.

  • If the buyer who didn't pay bought 2 items, and there were other items remaining in your listing at the time, but the listing was no longer active when Unpaid Item Assistant closed the case, we won't relist your items.

Excluding buyers from Unpaid Item Assistant

You can create a list of buyers with whom you don't want Unpaid Item Assistant to open cases automatically. You may want to do this to give preferred buyers more time to pay whenever they buy from you. You need to open cases manually with these buyers if they don't pay.

Excluding certain buyers from Unpaid Item Assistant:
  1. Go to My eBay > Account > Site Preferences.

  2. Click Show to the right of Unpaid Item Assistant, and then click Edit.

  3. Select Yes – I want Unpaid Item Assistant to open and close cases on my behalf.

  4. Under Exclude buyers from the Unpaid Item Assistant, enter the user IDs of any members with whom you don't want Unpaid Item Assistant to open cases.

  5. Click Save.

 

How Unpaid Item Assistant affects Feedback

If you're using Unpaid Item Assistant, Feedback from buyers who haven't paid is blocked automatically. As soon as Unpaid Item Assistant opens a case, the buyer won't be able to leave Feedback for your transaction until the case is closed and you've received payment.

If a buyer doesn't pay, we record an unpaid item in their account, and any Feedback left for your transaction before the case was opened is removed. If the buyer hasn't left Feedback yet, they won't be able to once the unpaid item is recorded on their account.

Buyers can still leave Feedback in these situations:

  • Before Unpaid Item Assistant opens the case

  • If they pay after the case is opened

  • If they successfully appeal after the case is closed (any previous Feedback left is reinstated)

  • If an unpaid item wasn't recorded in their account after the case closed

Other terms

While Unpaid Item Assistant works for most eBay listings, including items listed in eBay Motors Parts & Accessories, it isn't available for eBay Motors vehicle purchases. If you've sold a car and haven't received payment, you can open an unpaid item case in our Resolution Center.

If you use Unpaid Item Assistant, you can't open another unpaid item case when the buyer pays electronically through eBay.

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