- Get help with an item that hasn't arrived
Most purchases are covered under the eBay Money Back Guarantee. If you didn't get your item, we'll make sure you either get your money back or receive a replacement.
4 min article - Tracking your item
When the seller uploads tracking information, you can follow your package online all the way to your delivery address.
1 min article - Check the status of your return or missing item request
If you've let the seller know that you either didn't receive your order or the item doesn't match their description, you can check the status of your request while it's being resolved.
2 min article - Ask eBay to step in and help for buyersIf you've asked your seller to help with a problem and they're not able to resolve it for you within 3 business days, you can ask us to help you out.1 min article
- Appeal eBay's decision about a return or missing item for buyers
If you don't agree with our decision after we've been asked to step in to help resolve an issue between you and a seller, you can appeal by providing new information within 30 days of the case being closed.
2 min article
- Return an item for a refund
If your item arrives damaged, doesn’t match the listing description, or is the wrong item, you can return it for a refund. If you've changed your mind and want to send it back, you can ask the seller if they'll accept a return.
4 min article - Check the status of your return or missing item request
If you've let the seller know that you either didn't receive your order or the item doesn't match their description, you can check the status of your request while it's being resolved.
2 min article - Ask eBay to step in and help for buyersIf you've asked your seller to help with a problem and they're not able to resolve it for you within 3 business days, you can ask us to help you out.1 min article
- Appeal eBay's decision about a return or missing item for buyers
If you don't agree with our decision after we've been asked to step in to help resolve an issue between you and a seller, you can appeal by providing new information within 30 days of the case being closed.
2 min article - Return postage for buyers
There are several ways you can send an item back to the seller. Who pays the cost of return shipping depends on the seller's return policy and the reason for the return.
2 min article - Get help if you bought as a guest
If your item hasn't arrived, has turned up damaged or faulty, or if you just want to return it, let the seller know so they can help you out. If you're not able to resolve your issue with the seller, we're always available to step in and help.
3 min article
- Help a buyer with an item they didn't receive
If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information showing that it was delivered.
3 min article - How to handle a return request as a seller
You can choose whether to accept returns if a buyer changes their mind about a purchase. However, if an item arrives damaged, doesn't match the listing description, or if the buyer receives the wrong item, you'll generally need to accept the return.
6 min article - Ask eBay to step in and help for sellers
If your buyer has let you know about an issue with their purchase and you can't resolve their problem within 3 business days, you can ask us to help you out.
2 min article - Appeal eBay's decision about a return or missing item for sellersIf you don't agree with our decision after we've stepped in to help resolve an issue between you and your buyer, you can appeal by providing new information within 30 days of the case being closed.2 min article
- Refunding buyers
Depending on the situation, there are a number of ways a refund can be issued. Refunds can be issued by you, or by eBay.
2 min article - Handling payment disputes
If your buyer opens a payment dispute, you can generally choose to accept the dispute, or challenge the dispute with supporting evidence.
3 min article - Return postage for sellers
Who pays for return postage – you or the buyer – depends on the reason they're returning the item and your return policy.
4 min article - Setting up your return policy
To save time when managing return requests, you can set up rules to automatically accept returns or send immediate refunds.
2 min article