Skip to main content
eBay
  Home > Help Topics >Selling & seller fees>Resolving selling problems>Unpaid items
Help
Browse help
Search the Help pages
(Does not search for items or products) 		 SearchTips
What to do when a buyer doesn't pay (unpaid item process)


If you don't receive payment for an item you've sold, we're here to help with guidelines and tools for resolution. If you haven't received payment after 4 days, here's what to do:

1. Talk to the buyer
You can solve most problems talking with the buyer. If you don't have it, you can get the buyer's contact information. Get tips on communicating with your trading partner.
2. Work it out in our Resolution Centre
If you can't work things out directly with the buyer, you can open an unpaid item case in the Resolution Centre.
Your other option is to use Unpaid Item Assistant—a feature that automatically opens and closes cases on your behalf. You need to set up your account in order to use it. To find out how, see using Unpaid Item Assistant.
Regardless of the option you choose, the timeline for the unpaid item process is the same.

Timing is important
Be aware of the timing for resolving your case, because there are windows for when you can open and close the case and be credited for certain fees.

  • If you don't receive payment, you can open an unpaid item case in the Resolution Centre as early as 4 days or up until 32 days after the listing ended (or immediately if the buyer is no longer registered on eBay).

  • The buyer has up to 4 days to send a payment after the case is opened. During this time the buyer can also contact you to request a payment extension or make another arrangement. Of course you can agree to the buyer's request, but you're not obligated to make special arrangements.

  • If the buyer pays using one of eBay's approved electronic payment methods (PayPal or other approved electronic payment method), then the case closes automatically. But if they use another method, you need to go to your My eBay and mark the item as paid.

  • If the buyer doesn’t pay, you need to manually close the case in the Resolution Centre within 36 days after the listing ended. If you haven't closed the case on the 37th day after the listing ended, eBay automatically closes it and you don't receive a final value fee credit. Also, an unpaid item won't be recorded on the buyer's account.

  • Once the case is closed by you or eBay, you can't reopen it.


Opening a case
Timeline: 4 to 32 days after the listing ended
You need to open the case at the same eBay website, such as eBay Canada (www.ebay.ca) or eBay US (www.ebay.com), where you sold the item.

  1. Go to the Resolution Centre or click the Resolution Centre link at the bottom of most eBay pages.

  2. Select I haven't received my payment yet, and then click the Continue button.

3. We contact the buyer to request payment
Timeline:

  • We contact the buyer immediately after you open the case.

  • The buyer has 4 days from the time you opened the case to pay.

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. If the buyer has contacted you and you've agreed to extend the payment deadline, you can wait up to 36 days after the listing ended to close the case.
4. Close the case
Timeline: As soon as 4 days and up to 36 days after the listing ended.

  • If the buyer pays using one of eBay's approved electronic payment methods (PayPal, credit card, or ProPay), the case closes automatically. But if they use another method, you need to go to your My eBay and mark the item as paid.

  • If the buyer doesn't pay, you should close the case in the Resolution Centre and request a final value fee credit. If you don't close the case, it expires on the 37th day after the listing ended and you don’t get a final value fee credit. You also won't be able to reopen the case or open another case for the transaction.

  • You can close the case if the buyer doesn't send payment within 4 days.

To close the case:

  1. Log in to the Resolution Centre and find the case.

  2. Under Have you received payment from the buyer?, select Yes or No.

  3. Click Close case.

If your problem isn't resolved

If you suspect fraud, report the buyer

If you think your buyer bought or tried to buy an item fraudulently, read our information about fraudulent payments, and then report the buyer. We don't provide mediation, collect payment, or force a member to complete a transaction. We will, however, review reports of attempts to purchase items using fraudulent funds and take appropriate action in accordance with our policies.

You can also:

  • Contact law enforcement in your area, as well as the buyer's area. We’ll cooperate with any investigation after you've closed a case in the Resolution Centre.

  • File a complaint with the Canadian Anti-Fraud Centre.
Contact us

Have a question? We can help.

 Contact us

Ask eBay members

Get help from other eBay members. Visit the Answer Centre to post a question.

Related Help topics
Copyright © 1995-2013 eBay Inc. All Rights Reserved. Designated trademarks and brands are the property of their respective owners. Use of this Web site constitutes acceptance of the eBay User Agreement and Privacy Policy.