In this article
	Talk to the buyer Work it out in our Resolution Center We contact the buyer and they respond Keep communicating Close the case If your problem isn't resolved If you suspect fraud, report the buyer

We want you to be happy with your selling experience. If you don't receive payment for an item you've sold, we're here to help with guidelines and tools for resolution. If you haven’t received payment after 7 days, here’s what to do.

1. Talk to the buyer.

Most problems can be resolved by communicating directly with your buyer. If 7 days have passed since a buyer won your item, and you still haven’t received payment, contact your buyer and find out whether he or she plans to pay or has attempted to pay for the item. If the buyer has attempted to pay, try tracing the payment through PayPal or the buyer’s other payment method. Here are some tips for communicating with your buyer.

2. Work it out in our Resolution Center.

If you can't work things out directly with the buyer, you can open a case at our Resolution Center, which creates a dialog between you and the buyer through our system and tracks your case for you.

Timing is important
Be aware of the timing for resolving your case, because there are windows for when you can open and close the case and be credited for certain fees.

• You can open an unpaid item case in the Resolution Center 7-45 days after the sale if you don't receive payment from the buyer.

• The buyer has up to 7 days to respond to your case.

• You need to close your case within 60 days from the time of the transaction.

  • You're credited the Final Value Fee and your trading partner is reported to our Trust and Safety team.

  • On the 61st day after the end of the transaction, if you haven't closed your case, eBay automatically closes it and you are not credited the Final Value fee. Your trading partner isn't automatically reported to our Trust and Safety team.

  • Once your case is closed by you or eBay, you can't reopen the case.

Opening your case

Timeline: 7-45 days after the sale or immediately if the buyer is no longer registered with eBay.

You need to open your case at the same eBay country site as where you sold the item.

To get to the Resolution Center, click here or click Resolution Center at the bottom of most eBay pages. You can also get to the Resolution Center from your listing in My eBay, and your item number will be filled in on the form for you:

The "Unpaid item case is now open" page appears and tells you that your trading partner has been notified and has 7 days to respond.

You can now view or end your case at any time in our Resolution Center.

3.  We contact the buyer and they respond.

Timeline:

• We contact the buyer immediately after you open your case.

• If the buyer doesn't respond after 5 days, we send another reminder email.

• The buyer has 7 days from the time you opened your case to respond.

The buyer responds with one of these options:

• I want to discuss payment with the seller.You and the buyer can discuss payment directly through a message area without relying on email.

• I have already paid for this item.The buyer can provide payment details for you to review.

• I would like to communicate with the seller or explain why I haven't paid. You and the buyer can resolve the problem by talking directly through a message area without relying on email.

If the buyer doesn't respond within 7 days, you can close the case and the buyer may receive an unpaid item strike.

4. Keep communicating.

 Timeline: Until the problem is resolved or 60 days, whichever comes first.

After the buyer responds, you can communicate with him or her through the Resolution Center until you reach an agreement and can close the case or find you can't resolve the issue and need to close the case.

5. Close the case

Timeline: Up to 60 days from the date of purchase.

• If you close the case, or the 60 days expires and we close it, you can’t reopen it and you can’t open another case for this purchase.

• When a case is closed automatically, the buyer isn't automatically reported to eBay's Trust and Safety team.

• You can report the buyer to the Trust and Safety team if the buyer doesn’t respond within 7 days, or any time after the buyer responds if needed (for example, if they respond inappropriately).

If your problem isn't resolved

• Depending on how you close your case, you may be credited for the Final Value fee.

• You can extend a Second Chance Offer to another bidder on the same listing.

• You can end and relist the item (and you may be credited for the Insertion Fee as well as the Final Value Fee).

• eBay applies credits to your account within 7-10 business days. If you want a refund for your credit, see Requesting a refund from eBay (for sellers).

• When you close your case with the "I feel I have no other option but to end communication with the buyer" option, our Trust and Safety team is automatically alerted about the problem. Actions may include unpaid item strikes, which can lead to restriction or suspension of your trading partner's account. If your buyer receives a strike but you later resolve the issue or change your mind, you can remove the unpaid item strike.

If you suspect fraud, report the buyer.

If you think your buyer bought or tried to buy an item fraudulently, read the fraud information on the Receiving Payments page and report the buyer. We don’t provide mediation, collect payment, or otherwise force a member to complete a transaction. We will, however, review reports of attempts to purchase items using fraudulent funds and take appropriate action in accordance with our rules and policies.

You can also:

• Contact local law enforcement in your area, as well as the buyer's area. We’ll cooperate with any investigation after you've closed a case in the Resolution Center.

• File a complaint with the Internet Fraud Complaint Center.