Here’s how to get started

eBay™ Money Back Guarantee

1 - Open a request

Contact the seller through My eBay

If your item hasn’t arrived or isn’t as described, find the item in your Purchase History in My eBay. Select Contact Seller under More Actions, and then select the reason you want to contact them. Using My eBay means that we can track the seller's response, and help if we're needed.

What does opening a “request” mean? What happens when I open one?
A request will be opened if you're not able to resolve an issue with your seller after the purchase. When you ask us to step in and help via My eBay, a request is opened on your behalf. You can track the progress of your request and will be notified of the resolution.

  • I contacted the seller. What happens now?

    Once you’ve contacted the seller, he or she should quickly get back to you and offer a resolution, or ask for more information if necessary. You always have the opportunity to upload pictures to share with the seller, and view pictures that the seller has uploaded.

    If your item didn’t arrive, the seller can update you on the item’s delivery, check with the shipping service (or provide tracking information), and send a replacement—or a refund if it got lost.

    If you received an item that wasn’t as described, the seller will often ask you to return it, then send a refund or a replacement.

    If a part was missing, or it requires a repair, the seller may offer to send the missing part or offer a partial refund.

  • I haven’t received an item

    Your item’s arrival time depends on the shipping method you chose when you bought the item. To review the estimated delivery time, go to My eBay and look up the item you ordered in your Purchase history by clicking More actions > View order details.

    If the estimated delivery time has already passed, contact the seller.

    You can also open a request by going back to your Purchase history in My eBay and clicking Contact seller next to the item you ordered. We will track the resolution and help if you ask us to step in.

    If you received a box that was empty, or something was missing, please follow the steps described under “I received an item that doesn’t match the listing description”.

    If the seller provided you with tracking information that shows your item was delivered, please check the address you provided in your Order details or ask a neighbour if he or she might have received the item meant for you.

  • I received an item that doesn’t match the listing description

    If you received an item that’s incomplete, wrong, damaged, or otherwise not as described, contact the seller so he or she can quickly help you with the issue. We will track the resolution and help if you ask us to step in.

    You can also open a request by going to your Purchase history in My eBay, clicking Contact seller next to the item you ordered, and selecting Item I received is not as described.

    If something is wrong with your purchase, you need to tell the seller in one of these ways within 30 days of your actual or latest estimated delivery date. To review the delivery date, go to My eBay and look up the item you ordered in your Purchase history by clicking More actions > View order details.

  • The seller asked me to return my item

    If you received an item that did not match the listing description, many sellers will ask you to return it before they send a refund or a replacement. We recommend you use a tracked service, so you can show the seller and eBay that you sent the item to the correct return address. That way, eBay can make sure you’ll receive your refund or replacement should you need to escalate your request.

    If the item value is above US$/C$750, select a shipping option that requires signature confirmation. Return costs should be paid in accordance with the seller’s return policy.

  • I have received my item but it arrived late

    If an item was shipped much later than promised, eBay considers it “not as described”. Contact the seller via My eBay and select item not as described. We will track the resolution and help if you ask us to step in.

2 - Not satisfied? Let us know

Escalate the request to eBay

If you have a request that's been open for more than 3 business days, you can ask us to review it. Go to your open request in My eBay and select 'Ask us to step in and help'.

The seller didn’t resolve my issue—how do I ask eBay to step in?
To ask eBay to step in, just go to your open request in My eBay and select 'Ask us to step in and help'.

  • What timelines should I be aware of?

    There are 3 important timelines:

    • If your item hasn’t arrived or isn’t as described, find the item in your Purchase History in My eBay. Select Contact Seller under More Actions, and then select the reason you want to contact them. You have 30 days from your actual or latest estimated delivery date to open a request.
    • You can ask eBay to review the request if you are not happy with the seller’s solution and at least 3 full business days have passed since you first contacted the seller about it.
    • If you don’t escalate the request to us, it will close automatically after 30 days. (We’ll send you reminders so you don’t forget.)

3 - eBay reviews your request

We’ll get your money back fast

We’ll review your request and contact you within 48 hours. If your request qualifies, eBay will refund your full purchase price plus original shipping.

How will I get my refund?
eBay (or the seller) will send your refund to the PayPal account you used to purchase the item. If you paid with another payment method, you will receive your refund via PayPal to your registered email address.

  • What determines if an item is “not as described”?

    An item is not as described if it’s different from what the seller described in the listing. This includes, for example:

    • You received a different item or different version of the item.
    • The condition of the item is wrong (for example, the listing said “new” and the item has obviously been used.
    • The item is missing parts or components (for example, a camera kit was supposed to include a tripod but it wasn’t included).
    • The item was defective when you first tried to use it (for example, an electronic item didn’t turn on).
    • The item is counterfeit.
    • The item was damaged during shipping.
  • What should I do if I disagree with the decision that was made?

    We review all the information we have about a request and make a decision based on the policy we have in place. You can read the policy in more detail here. If you think we made a mistake, you can appeal the decision from My eBay.

EBAY IS ON IT

While we’re working on your request, here’s some helpful information

What’s covered by the eBay Money Back Guarantee?
The eBay Money Back Guarantee protects you in case you do not receive your item, or if the item is not as described in the listing. It covers purchases that are usually sent by mail; vehicles, real estate, websites and businesses for sale, classified ads, and services are not covered. Some business equipment categories are also excluded. For the complete details, see the eBay Money Back Guarantee policy.

Do I need to have a PayPal account to open a request?
No. eBay covers other electronic payment methods as well when they are used in eBay Checkout, including ProPay, and credit card.

I received the correct item, but I don’t want it any more. How do I return it?
If the item was accurately described but you no longer want it, please contact the seller: Just go to your Purchase history in My eBay and select Return this item from the More actions drop-down menu next to the item you ordered.

If the item was accurately described, its return is not covered by the eBay Money Back Guarantee, but many sellers will offer returns for any reason.

The seller resolved my issue or asked me to close my request. What should I do now?
Ensure your issue is fully resolved, for example, you've received the refund promised. Once you are happy with the resolution your seller provides, close your request in  My eBay.