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We’ve made the resolution process easy

For buyers and sellers

Our Policies Protect You

Learn more

The eBay Money Back Guarantee process gives sellers the opportunity to resolve questions and transaction issues with buyers before they can be escalated to eBay Customer Service for review.

Here’s how the process works

A request is opened in the Resolution Center.

Buyers must contact sellers first through the Resolution Center about any questions or issues with an item either not received or item not as described.

The Resolution Center has all related buyer communications and the tools sellers need to respond.

We recommend sellers respond to buyer questions in 3 business days.

Read our Fall Seller Update to learn about upcoming changes to the resolution process and after-sale experience.

Buyers can escalate the request to eBay for review if the seller has not resolved the issue after 3 business days.

Built-in seller protection throughout the resolution process

  • Protection when shipping within your stated time: if a buyer claims that they did not receive an item, the related eBay Money Back Guarantee case will be found in your favor if you shipped within your stated handling time and provided tracking information (with signature confirmation for transactions of $750 or more) before the case was escalated to eBay.
  • To be protected, the tracking information will need to show proof of delivery from a shipping company that clearly displays the delivery status of the item as “delivered”, the date of delivery (which reflects that you shipped within the stated handling time), and the recipient’s address.
  • Any buyer feedback (positive, neutral, and negative) along with detailed seller ratings (DSRs) will be removed promptly from transactions in which an eBay Money Back Guarantee case is resolved in your favor by eBay.
  • eBay monitors transactions proactively to identify, warn, and restrict buyers who file an unusually high number of cases. You can track the number of times eBay Money Back Guarantee cases have been removed from your account as a result of these actions in your Seller Dashboard.

More about seller protection

eBay seller protection policy

Find out how you’re protected.

Frequently Asked Questions

Have a question about how to deal with feedback or a low DSR? See the FAQ for answers.

Updated eBay Seller Performance Standards are here

So you can focus on doing what matters most to your buyers.