What's the situation?

How can you start the process to get a credit?

When can this happen?

What happens next?

You and the buyer agreed to cancel a transaction

Example: As you're packing an item to ship it to the buyer, it breaks. You should contact the buyer and let them know what happened, then cancel the transaction.

1. If the buyer paid you already, issue the buyer a refund.

2. Contact the buyer and let them know you're canceling the transaction.

3. Next, cancel the transaction in the Resolution Center.

Note: You won't receive a credit if the buyer asks eBay to review the case, even if you issue a refund after the buyer contacts us.

Anytime after the listing ends, up to 45 days after the sale

1. The buyer will receive a message as soon as you send the request to cancel the transaction in the Resolution Centre.

2. The buyer has 7 days to respond. If the buyer doesn't respond within 7 days, or agrees to cancel the transaction, you can close the case. 7to 10 days after closing the case, you'll receive a credit to your seller account.

3. If you relist your item, you may qualify for an insertion fee credit, but will pay the usual final value fee when the item sells.

You need to close your case within 60 days of the transaction. On the 61st day after the end of the transaction, if you haven't closed your case, it will be automatically closed by eBay and you will not receive a final value fee credit.

Once your case is closed by you or by eBay, it can't be reopened.

The buyer didn't pay for an item

1. Go to the Resolution Centre to open an unpaid item case.

2. Under I sold an item, select I haven't received my payment yet.

4 to 32 days after the listing ends

Note: If the buyer is no longer registered on eBay you don't need to wait 4 days.

1. The buyer will receive a message as soon as you open your case in the Resolution Centre.

2. The buyer has 4 days to pay or work out other arrangements with you.

3. If the buyer doesn't pay within 4 days, you can close the case and an unpaid item may be recorded on the buyer's account. You'll receive a credit to your seller account for the final value fee 7 to10 days after you close the case.

4. If you relist your item, you may qualify for an insertion fee credit, but will pay the usual final value fee when the item sells.

You need to close your case within 36 days of the transaction. On the 37th day after the end of the transaction, if you haven't closed your case, it will be automatically closed by eBay and you will not receive a final value fee credit.

Once your case is closed by you or by eBay, it can't be reopened.

The buyer opened a case in the Resolution Centre, you resolved it, and issued the buyer a full refund

Note: Final value fee credits are only available when the buyer is given a full refund.

1. Resolve the transaction problem in the Resolution Centre.

2. Issue the buyer a full refund.

Note: You won't receive a credit if the buyer asks eBay to review the case, even if you issue a refund after the buyer contacts us.

Also, the case must be open in the Resolution Center for you to receive a final value fee credit. You won't receive a credit for cases opened on PayPal.

The buyer can open a case 3 days after the estimated delivery date or 7 days after making payment if you didn't provide an estimated delivery date.

The buyer has up to 45 days after making the payment to open a case.

1. The day the buyer opens a case, we contact you.

2. You have 7 days to reply to a case and 3 days to refund the buyer after you receive the returned item.

3. 7-10 days after you resolve the problem and close the case, you'll receive a credit to your seller account.

Important: If you don't close the case in the Resolution Centre, it will be automatically closed by eBay and you will not receive a final value fee credit, even if you give the buyer a full refund.

Once your case is closed by you or by eBay, it can't be reopened.