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What to do if you don't receive an item or it doesn't match the seller's description


When you buy an item on eBay, you can do so with confidence. If you haven't received the item or it doesn't match the seller's description, your purchase price plus original shipping may be covered by the PayPal Purchase Protection for qualifying transactions. If you have a problem, we're here to help you.

Steps to take for problems with an item

1.
If you haven't already, contact the seller. Many issues can be solved with a simple conversation.
2.
If the seller hasn't made things right, contact us so we can help. You can open a case 3 days after the estimated delivery date of an item or 7 days after the listing ended if you weren't given an estimated delivery date.
3.
If you've already received the item, and it's damaged or doesn't match the listing description, you can open a case.

To open a case, contact us.
Click the My item hasn't arrived yet, what do I do? or What can I do when I get an item that's not as described? link and follow the instructions.
4.
If you haven't received the item, the seller may:

  • Provide shipping tracking information

  • Issue you a full refund

  • Offer to send you a replacement item, if you agree

We'll ask you to confirm that you've received the item or the refund.

If you received the item, but it doesn't match the seller's description, the seller may:

  • Offer you a partial refund

  • Ask that you return the item for a full refund

  • Ask that you return the item in exchange for a replacement item, if you agree

If you're offered a partial refund, you can accept it, request a different amount, or suggest another solution, like returning the item for a full refund. You can also ask PayPal to review the case. Keep in mind that PayPal's decision on a case is final.

We'll ask you to confirm that you've received the refund or sent the item back. To show that you've sent an item back to the seller, you'll need to ship the item with tracking information and then enter the tracking number in the Resolution Centre.

More about refunds

If you're given a refund by PayPal, you'll receive it directly in your PayPal account.

A full refund is one that covers the cost of the item and original shipping. If you've received an item and want a full refund, you'll usually need to send the item back to the seller. Buyers are responsible for paying return shipping unless the buyer and seller have reached a different agreement.

Timelines

If you haven't received an item, you can open a case 3 days after the estimated delivery date (if available) or 7 days after the listing ended (if no estimated delivery date was provided). If you received an item and it doesn't match the seller's description, you can open a case right away. You must open a case within 45 days of the end of the listing.

The seller has 7 days from the time you open the case to reply.

If the seller promises a refund, you should receive it within 3 days of the seller promising the refund or within 10 days of the seller receiving the returned item. If you haven't received a refund by then, please contact us through the Resolution Centre.

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