What to do when a buyer doesn't pay (unpaid item process)
If you don't receive payment for an item you've sold, we're here to help.
If the buyer is no longer registered on eBay, you can open a case right away in the Resolution Center. Under I sold an item, select I haven't received my payment yet.
If the buyer is still registered, please give the buyer 2 days to pay. If you still haven't received payment after a reasonable amount of time, here's what you can do next:
||Talk to the buyer|
||Open a case 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
To open an unpaid item case:
Select I haven't received my payment yet, and then click the Continue button.
You can also use Unpaid Item Assistant—a feature that automatically opens and closes cases on your behalf. This can save you time if you sell a lot of items. Find out about using Unpaid Item Assistant
Timing is important
There is a limited time during which you can open a case.
If you don't receive payment, you can open an unpaid item case in the Resolution Center as soon as 2 full days after the listing ends. For example, if the listing ends on October 5 at 11:15 am, you can open a case on October 7 at 11:15 am.
If the buyer is no longer registered on eBay, you can open a case immediately after the listing ends.
You can open a case up to 32 days after the listing has ended.
The buyer has up to 4 days to send a payment once the case is opened. During this time the buyer can also contact you to request a payment extension or to make other arrangements.
||Close the case|
You need to manually close a case in 2 situations:
The buyer didn't pay and you've waited at least 4 days after you opened the case.
The buyer paid but didn't use an approved electronic payment method.
You need to wait 4 full days before you can close a case. For example, if you opened a case on October 5 at 11:15 am, you can close the case on October 9 at 11:15 am.
To close a case:
Answer the question Have you received payment from the buyer?
Timing is important
There is a limited time during which you can close a case and be credited for certain fees.
If the buyer pays using one of eBay's approved electronic payment methods (PayPal, credit card, ProPay, or Skrill), we close the case automatically. If the buyer uses another payment method, you need to go to My eBay and mark the item as paid manually.
If the buyer doesn't pay, you need to manually close the case in the Resolution Center within 36 days after the listing ended, in order to receive a final value fee credit.
If you haven't closed the case on the 37th day after the listing ended, we automatically close it and you won'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, you can't reopen it.
When you close the case, we may take action against the buyer, including recording the unpaid item on the buyer's account. If a buyer has a history of unpaid items, it can lead to limits or loss of buying privileges.
Buyers can appeal an unpaid item.
If your problem isn't resolved
If you didn't receive payment from the buyer, you may be credited for the final value fee. You can also request a refund of your credit.
You can also:
If you suspect fraud, report the buyer
If you think your buyer bought or tried to buy an item fraudulently, you can 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.