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What to do when a buyer doesn't pay (unpaid item process)
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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 4 days, here’s what to do:

1. Talk to the buyer
You can solve most problems by talking directly with the buyer. If a couple of days have passed since they've committed to buying your item, and you still haven’t been paid, you should contact the buyer. If the buyer tried to pay, you can check the payment status through PayPal or their other payment method. For more tips, see communicating with your trading partner.
2. Work it out in our Resolution Center
If you can't work things out directly with the buyer, you can open an unpaid item case in the Resolution Center.

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.
  • If you don't receive payment, you can open an unpaid item case in the Resolution Center as early as 4 days after and up until 32 days after the listing ended.

  • The buyer has up to 4 days to send a payment after the case is opened. During this time the buyer can also contact you to request a payment extension or make another arrangement. Of course you can agree to the buyer's request, but you're not obligated to make special arrangements.

  • You need to close the case within 36 days after the listing ended. If you haven't closed the case on the 37th day after the listing ended, eBay automatically closes it and you don't receive a final value fee credit. Also, an unpaid item won't be recorded on the buyer's account.

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


Opening a case
Timeline: 4 to 32 days after the listing ended
You need to open the case at the same eBay website, such as eBay US (www.ebay.com) or eBay UK (www.ebay.co.uk), where you sold the item.
  1. Go to the Resolution Center or click the Resolution Center link at the bottom of most eBay pages.

  2. Select I haven't received my payment yet, and then click the Continue button.

More info about the unpaid item process
See our frequently asked questions for more details about the unpaid item process.
3. We contact the buyer to request payment
Timeline:
  • We contact the buyer immediately after you open the case.

  • The buyer has 4 days from the time you opened the case to pay.

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. If the buyer has contacted you and you've agreed to extend the payment deadline, you can wait up to 36 days after the listing ended to close the case.
4. Close the case
Timeline: As soon as 4 days and up to 36 days after the listing ended.
  • If you close the case or the case expires (37 days after it was opened) you won't be able to reopen it or open another case for this transaction.

  • When a case is closed automatically, an unpaid item won't be recorded on the buyer's account.

  • You can close the case if the buyer doesn't send payment within 4 days.

To close the case:
  1. Log in to the Resolution Center and find the case.

  2. Under Have you received payment from the buyer?, select Yes or No.

  3. Click Close case.

If your problem isn't resolved

If you suspect fraud, report the buyer

If you think your buyer bought or tried to buy an item fraudulently, read our information about fraudulent payments, and then report the buyer. We don’t provide mediation, collect payment, or 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 policies.

You can also:

  • Contact 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 Crime Complaint Center.

Contact us

Have a question? We can help.

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Get help from other eBay members. Visit the Answer Center to post a question.


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