Issue a full refund Issue a partial refund Provide documentation that the item was properly described Offer another solution Have Customer Support review the case More about refunds

Most sales go smoothly, but occasionally a buyer has a problem. Our resolution process helps buyers and sellers work out problems with items.

Important: If you sell on eBay.co.uk or eBay.de, cases from these buyers may have different timelines and resolution processes. Learn more about responding to cases on international eBay websites.

Issue a full refund

Buyers are expected to return an item if they want a full refund. We'll ask the buyer to ship the item to you—with tracking information—within 7 days. eBay requires buyers to pay the cost of return shipping, unless you and the buyer have come to a different agreement. In unusual circumstances, eBay may pay the cost of return shipping.

You should issue a refund through the eBay Resolution Centre within 3 days of receiving a returned item. If the buyer didn't pay with PayPal, it's important that you refund the buyer using the same payment method used to buy the item. This prevents buyers from getting 2 refunds—one from you and one from the credit card company.

Once the case has been resolved, you'll receive a final value fee credit.

Issue a partial refund

A partial refund allows the buyer to keep the item, and helps you avoid having to issue a full refund or ship a new item.

For example, if a buyer bought a new camera, and it arrived with scratches, the buyer might be generally happy with the item but want to return it for a new item without scratches. The seller might be able to offer a partial refund to the buyer to make up for the scratches.

You and the buyer will be able to communicate through the Resolution Centre to see if you can agree on an acceptable amount for a partial refund. The buyer can accept your offer for a partial refund, request a different amount, or suggest a different solution. You can refund the buyer in the Resolution Centre.

Provide documentation that the item was properly described

If you can show that an item was properly described, the case can be closed. Here are examples of descriptions that match the item: 

• The buyer states that the item is used, not new, and the listing clearly describes the item as used.

• A defect in the item was correctly described by the seller.

• The item was properly described, but the buyer didn't want it after receiving it.

• The item was properly described but didn't meet the buyer's expectations.

• The item has minor scratches and was listed as used condition.

Offer another solution

You can always offer another solution that the buyer finds acceptable. It's important that you and the buyer try to come to an agreement, and the buyer is happy with the outcome. Please contact the buyer through the Resolution Centre, so there's a record of communications and eBay knows the status of the case.

Have Customer Support review this case

If you've worked hard to satisfy your buyer, and don't feel you're able to do anything more, you can have Customer Support review the case. This option may be appropriate if you believe more communication with the buyer won't solve the issue. Both buyers and sellers have the option of asking eBay to help.

When you choose this option, keep in mind that eBay will make a final decision that could include requiring you to give the buyer a full refund that includes the cost of the item and original shipping. For cases where a buyer states that an item doesn't match the listing description, you may be asked to accept the return of the item.

More about refunds

Once a case is opened, funds in your PayPal account (related only to that sale) may be put on hold. When the buyer is satisfied, or eBay finds in your favour, the funds are again available for you to use.

If you've agreed to issue a refund for an item, you must do so in the Resolution Centre within 3 days. If the buyer doesn't receive the refund within 3 days, the buyer can ask eBay to help. If you agreed to refund a buyer and haven't, eBay will refund the buyer:

• If the buyer paid with PayPal, eBay will deduct the refund from your PayPal account.

• If the buyer didn't pay with PayPal, there aren't sufficient funds in your PayPal account, or PayPal isn't your preferred reimbursement payment method, we'll ask you to add a reimbursement payment method.

• If you've already designated a preferred reimbursement method, we'll deduct funds from that account.

If you don't reply to a case by the resolution deadlines, or you and the buyer can't reach an agreement, either of you can escalate the case. eBay will review the case and come to a final decision. If we find in favor of the buyer, we'll refund the buyer directly and recover the amount of the refund from you using one of the methods described above.