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Resolving buying problems

We want your shopping experience on eBay to be fun and easy. Most eBay transactions are completed without any issues. But if anything does go wrong, we're here to help.

Solve a problem

If your item hasn't arrived, or doesn't match the listing description, you may be covered by the eBay Money Back Guarantee. Learn more about the eBay Money Back Guarantee.
Most refunds come to your PayPal account, and you can find them in your PayPal account overview.
If the refund was a result of returning an item or an eBay Money Back Guarantee request, you can check the status of the refund in your request details on My eBay, and ask us to step in and help if necessary.
If you haven't placed a bid yet, use the Ask a question link in the listing. If you've already won or bought the item, email or call the seller and ask if a different payment method can be worked out.
If you buy an item and the seller doesn't receive payment within 2 days, the seller may open an unpaid item case. If you don't respond within 4 days after the seller opens the unpaid item case, we may record the unpaid item on your account.
Repeated unpaid times can result in limits or loss of buying privileges. Learn more about our unpaid item policy.
The email probably came from a scammer. We've seen several fake emails and websites that are designed to look like they come from us, copying our logo and mentioning features and services that we offer.
Be extra cautious if you're buying a car, especially if the transaction is outside of eBay. We've seen a number of vehicle scams from people who post cars for sale on other websites. Learn how to protect yourself against scams.

Help topics


Trading tips for buyers
Read these recommendations and shop with confidence.

Knowing your seller
Get to know your seller.

Choosing items confidently
These tips will help you make your decision to buy easier.

Canceling a purchase
If the seller hasn't yet shipped the item, you may still be able to cancel your transaction.

Returning an item
Learn how to return an item you purchased on eBay.

Contacting eBay members
Trying to get in touch with someone? Find out how.

Communicating with your trading partner
Sometimes misunderstandings happen. These tips will help you work things out.

Using authentication and grading services
Is an item genuine? For a small fee, an independent evaluator can help.

Buyer protection programs

eBay Money Back Guarantee
We can help if you didn't receive an item or it doesn't match the listing description.

eBay Motors vehicle protection programs
Feel safe when you buy a vehicle on eBay with our protection programs.

Beyond the basics

What to do if you didn't receive an item or it doesn't match the listing description
Your item may be covered by the eBay Money Back Guarantee. Learn what to do next.

Appealing unpaid items
Find out how to appeal an unpaid item recorded on your account.

About transactions outside of eBay
Transactions that happen outside of eBay aren't eligible for eBay services.

Protecting yourself against scams
You can avoid scams by knowing what to look for. Find out what kinds of scams are out there and how you can protect yourself.

Our role when you need to resolve a problem
Find out what we can do if you have a problem with a transaction on eBay.

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.