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How does eBay Buyer Protection work?

  1. 1. Open a case and try to work things out with the seller.
  2. 2. Escalate to eBay if you don't reach a resolution within 3 business days.
  3. 3. eBay will review your case and get back to you within 48 hours.

Buyer Protection steps

Here's how you can protect yourself as a buyer:

Questions about eBay Buyer Protection

How does eBay Buyer Protection work?
If you don't receive an item you purchased, or if it's not as described, you can use the Resolution Center to resolve your problem. In most of cases, we cover the purchase price plus original shipping.
When should I open a case?
If you have a problem with a purchase, your first step is to open a case with the seller to resolve the problem. Most issues get resolved with direct contact between buyer and seller. If the seller doesn't respond, or if you can't come to an agreement, escalate your case in the Resolution Center within 30 days of actual or estimated delivery date. See more information about timelines.
I opened a case. What happens now?
Once you open a case, the seller should respond to you within 3 business days. If the seller doesn't respond within that time, go to the Resolution Center to escalate the case to Customer Support.
How will I get my refund?
When Customer Support decides a case in your favor, we'll send your refund to the PayPal email address you used to purchase the item. This may take a few days. Learn more about the refund process.
Do I need to send the item back to the seller?
Yes, if you opened an "item not as described" case for a purchase covered by eBay Buyer Protection. You'll also need to provide us with the shipping tracking number (with Signature Confirmation for items worth more than $750) to receive your refund through PayPal.
Where can I get more information?
Read the step-by-step guide to buyer protection or get information on how you can resolve problems in the Resolution Center.

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