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Resolving selling problems

Sell with confidence. Find out how you can avoid transaction problems and resolve issues.

Solve a problem

Click the Advanced link at the top of the eBay home page. On the left side of the page, click Find contact information and follow the instructions.
First, contact your buyer to find out what's going on. If you don't get a response, you can report an unpaid item in the Resolution Center or use Unpaid Item Assistant to open and close unpaid item cases on your behalf. If you open an unpaid item case in the Resolution Center, and the buyer still doesn't pay, you can receive a final value fee credit on the transaction. You can then make a Second Chance Offer to another bidder, or relist the item. If you relist the item, you may qualify for an insertion fee credit.
For an active auction-style listing, the buyer may be able to retract the bid, depending on the circumstances. If the listing already ended, you may be able to cancel the transaction in My eBay.
For an active listing, end your listing early. If the listing has ended, you may be able to cancel the transaction in the Sold section of My eBay.

Help topics


How sellers can avoid transaction problems
These tips can help make your transactions trouble-free.

Knowing your buyer
The more you know about your buyer, the better your chance of a successful sale.

What to do when a buyer doesn't pay
When a buyer doesn't pay, we'll work with you to help resolve the situation.

Using Unpaid Item Assistant
Set up this tool in your account preferences to automatically open and close unpaid item cases on your behalf.

Canceling a transaction
Find out what to do if you and your buyer agree not to complete a sale.

Contacting eBay members
Trying to get in touch with someone? Find out how.

Communicating with your trading partner
Sometimes miscommunications happen. Get tips on how to work things out.

Limits on buyer activity
To protect sellers, we sometimes step in to limit what buyers can do.

Limits on eBay sellers
To help you become a successful seller and to ensure a safe experience for all eBay members, your selling privileges may be limited.

Beyond the basics

How to report inappropriate buying and selling
When members report cases of inappropriate buying or selling behavior, we'll try to resolve the issue.

Our role when you need to resolve a problem
Our goal is to promote a safe place for our members to buy and sell. See what we can do if you have any problems.

Responding to a request when your buyer doesn't receive an item
If your buyer reports not receiving an item, you'll be given options for responding to the request.

Responding to a request when the item doesn't match the listing description
Learn about your options if a buyer reports that the item doesn't match your description.

Using eBay returns
Give yourself and your buyers a simple and efficient way to handle returns, refunds, and replacements.

About reimbursement
If a buyer has a problem with a transaction, we may refund the buyer directly and seek reimbursement from you.

Legal info

Creating legally compliant listings
Read our guidelines to help you understand basic legal issues for buying and selling.

Trademark and domain name basics
Find out why intellectual property rights must be protected.

Copyright basics
Understand the basics of copyright laws before you list your items.

Contact us

Have a question? We can help.

 Contact us

Ask eBay members

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