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eBay's role when you need to resolve a problem

Our goal is to provide a safe place to buy and sell. If you ever have a transaction issue on eBay, we can help with problem solving guidance and tools, buyer protection, and services to help protect you against fraud.

How we help

Many problems are misunderstandings that can be worked out when members talk to one another. The first thing we recommend is for the buyer and seller to communicate. Read our guidelines on finding contact information and communicating with your trading partner.

If you aren't able to work things out after communicating with your buyer or seller, you can contact us. You'll be able to open a case, and track the steps that are being taken to resolve a problem. If the buyer and seller can't come to an agreement, eBay may decide the case. eBay may issue a refund, reverse a sale, or require the buyer to pay for an item.

When you buy an item on, you may be covered by the eBay Money Back Guarantee. If you didn't receive the item or it doesn't match the seller's description, eBay may cover your purchase price plus shipping.

If suspicious activity is reported, our Trust and Safety team investigates the situation. If a member violates a policy, we warn them and we may limit or suspend their account privileges. If the matter is serious, we cooperate with law enforcement.

We want you to enjoy your experience on eBay. If something goes wrong, we work with both buyers and sellers to try to fix it.

Things we're unable to do

Occasionally, someone will ask us to help sending or paying for an item and we're not able to. eBay doesn't have the items that are sold on the site. We can ask a seller to send an item, or a buyer to pay for an item, but eBay can't send the item to the buyer or pay the seller.

When a buyer or seller doesn't complete an obligation, we take it seriously and we may limit or suspend their account privileges. We work to make sure that members on eBay are honest and fair.

Contact Customer Service

If you're looking for more help or have a question to ask, please contact us.

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Ask eBay members

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