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What to do if you have shipping problems


Find out what steps you can take if you encounter a problem after an item has been shipped, for example, if the item was damaged in shipping. If you're looking for general shipping information, you can find it in the Packaging and shipping items page.

Remember, the seller is responsible for the item until it is in the buyer's possession. eBay protects buyers if items arrive damaged, and sellers should consider insuring their items to protect themselves against loss.

Information for buyers

Problem Next steps

The item you bought hasn't arrived yet.

  1. Check the typical shipping time for the method your seller used and determine when your item should arrive.

  2. Depending on the shipping method the seller used, you may be able to track your package in My eBay.

  3. If you can't find tracking information on eBay, request the seller's contact information and email the seller. If that doesn't work, give the seller a call.

  4. If you can't work out a solution with the seller, and the item should have arrived by now, you can use the Resolution Centre to file a claim.

The item you bought arrived damaged.

  1. Request the seller's contact information and email the seller to discuss the situation and work out a solution.

  2. If you can't work out a solution with the seller, you can use the Resolution Centre to file a case.

You feel the seller charged excessive shipping.

  1. Review the shipping section of the selling practices policy.

  2. If you feel that the seller has violated this policy, click the Report link at the bottom of the selling practices policy.

Information for sellers

Problem

Next steps

The item you sold was lost or damaged in shipping.

  1. If you insured the package, contact the shipping company or insurance company to file a claim.

    Note: Even if the item was not insured, you're still responsible for the item until the buyer receives it.

  2. Contact your buyer to work out a solution. If you file an insurance claim, the shipping company or the insurance company may need to contact the buyer to verify the claim and inspect the item and its packaging before resolving your claim.

The item was returned undelivered.

It's the seller's responsibility to ship the item to the address registered on the buyer's eBay account. It is the buyer's responsibility to have the correct address on his or her account.

If you shipped the item to an address different than the one on the buyer's account, please contact the buyer to confirm the correct address. You'll then need to re-ship the item at your expense. When you ship an item, be sure to use tracking and email your buyer to let him know what the tracking number is.

If you shipped the item to the address on the buyer's account and it was returned, please contact the buyer to work out a solution. If the buyer still wants the item, he or she will need to reimburse you for the second shipping. If you'd like, you can send the buyer an invoice in PayPal for this cost. When you ship an item, be sure to use tracking and email your buyer to let her know what the tracking number is.

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