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eBay Money Back Guarantee

 

Starting 19 October, 2020, we're making some changes to our eBay Money Back Guarantee policy around signature confirmation requirements:

  • In order for a seller to be protected if a buyer opens an item not received case, signature confirmation will be required when the total value of an order is €550 or more. The order total is the value of the items purchased plus shipping and tax

  • When a buyer is responsible for the cost of return shipping and the value of the item they purchased is €550 or more, signature confirmation is required in order to be protected under eBay Money Back Guarantee. The item value is the purchase price plus tax

eBay Money Back Guarantee protects the buyer if an item doesn't arrive ("item not received"), an item differs significantly from the seller's description, or if the buyer doesn't receive a full refund after a return.

What's covered

Covered 

Purchases are covered by the eBay Money Back Guarantee when all of the following are true:

  • The eBay Money Back Guarantee badge is visible on an item listing

  • Any of the  following scenarios:

    • An item isn't received, or

    • The item isn't as described in the listing, or

    • The seller doesn't fulfil their return policy as stated in the listing (i.e., the buyer requested a return within the seller's return policy, but the seller failed to accept or facilitate the return and/or issue a refund).

  • A buyer reports that they didn't receive an item or requests a return within the eBay Money Back Guarantee timelines

  • The purchases were made on eBay.ie checkout or an eBay invoice

  • The items were paid for in a single payment

  • Items collected in person are covered, provided all of the above conditions are met

Not covered

  • Transactions paid with any offline payment methods (examples: cash, money/postal orders, bank transfers, escrow services)

  • Duplicate claims through other resolution methods

  • The following scenarios:

    • A local pickup item wasn't collected by, or on behalf of, the buyer

    • Items damaged during pickup

    • The buyer arranged for courier pickup, their own shipping method, or freight delivery of the item

    • The item was sent to another address after the original delivery, or buyer uses a freight forwarder (exceptions which are still eligible for coverage include: eBay shipping programs such as the Global Shipping Program and eBay international standard delivery, and eBay authentication programs)

  • The following excluded categories, items and listing types:

    • Vehicles

    • Real Estate

    • Business & Websites for Sale

    • Digital Content

    • Intangible Goods

    • Classified Ads

    • Services

    • Some business equipment categories

    • Heavy industrial equipment

International transactions

When a seller lists an item for sale with an international shipping option (such as worldwide shipping), it may result in the item being sold to a buyer on an eBay site other than the seller's original listing site. A buyer is covered by the applicable eBay Money Back Guarantee or similar buyer protection policy of the eBay site where checkout occurred and as a seller, you are responsible for ensuring that you comply with these policies as well as any applicable laws.

For more information on international selling see our International selling policy.

When a buyer doesn't receive an item

If a buyer doesn't receive an item, they must submit a request to report that the item hasn't arrived within 30 days from the estimated delivery date. The seller should address the buyer's concern and provide updates on the delivery of the item, tracking information, or a refund.

If the buyer isn't happy with the seller's response or the buyer doesn't receive a response within 3 business days from the date the request is opened, the buyer can ask us to step in and help. In some cases, eBay may do this without the buyer asking.

If asked to step in and help, we review the information provided by the buyer and seller for evidence of successful on-time delivery to the buyer's address (as displayed on the 'Order details' page).

Information required to prove a successful on-time delivery is all of the following:

  • Tracking number (that can be independently validated) uploaded to the site by the seller before the estimated delivery date;

  • A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);

  • The date of delivery or attempted delivery;

  • The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the one found on the 'Order details' page; and

  • Signature confirmation, if an item has a total cost of €550 or more.

If we determine that the item wasn't successfully delivered, we refund the full cost of the item and original postage. The seller is required to reimburse eBay for the amount of the refund. Find out more about reimbursement .

Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for eBay Money Back Guarantee.

Some exceptions include, but are not limited to:

  • The buyer can provide, via written proof from the carrier, that they refused the package because it arrived empty or was damaged in transit.

  • The item arrived after the estimated delivery date

The buyer is responsible for paying any customs and duty fees for international postage.

Exception:

  • The seller overstated the value of the item, which resulted in higher customs fees

Returning an item

When an item doesn't match the listing

If a buyer receives an item that doesn't match the listing, the buyer needs to submit a return request within 30 days from the date the item is received. The seller should address the buyer's concern and offer a solution within 3 business days from the date the request is opened. Examples of solutions are accepting a return, offering a replacement or refund, or another solution such as allowing the buyer to keep the item and providing a full or partial refund. In some cases, we may automatically accept a return request on the seller's behalf.

When a buyer wants to return an item because they've changed their mind

If the item matches the seller's description but the buyer still wants to return it, the buyer will first need to check the seller's return policy to determine if the seller accepts returns. If the seller does accept returns, the buyer must submit a return request within the timeline specified by the seller. The seller should accept the return or offer another acceptable solution, in accordance with their return policy, within 3 business days of the buyer submitting the request. In some cases, we will automatically accept the return on behalf of the seller.

If the seller promises returns and/or refunds in the listing description but refuses to offer the buyer a solution, the request will be considered as an 'item that doesn't match the listing' request for the purposes of this policy.

Return obligations of the seller

When an item is returned because it doesn't match the listing, the cost of the return postage is the seller's responsibility. The seller must provide a return postage label or offer another return method that is acceptable to the buyer.

Signature confirmation is required for items with a total cost of €550 or more.

If the seller chooses to offer the buyer an untracked return label, the buyer will not be required to provide proof of delivery or signature confirmation if eBay is asked to step in and help.

The seller must accept the return at the same location specified in the listing. The seller must pay for any customs charges on the returned item.

Once the item has been received, the seller must refund the buyer (less any loss in the item value, if the item is returned after it was used or damaged by the buyer) within 2 business days of the date the item was received. If tracking is available and confirms receipt of the returned item, and the time to refund has expired, eBay may automatically refund the buyer. We require the seller to reimburse us for the amount. Find out more about reimbursement.

If eBay is asked to step in and help, the seller will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged by the buyer.

Return obligations of the buyer

The buyer is responsible for returning the item, within the eBay Money Back Guarantee timelines, in the same condition in which it was received.

When a return postage label is made available to the buyer and/or the buyer chooses to purchase a separate label, the buyer won't be refunded by eBay for the cost of the label.

If the buyer purchases their own return shipping label, they must provide proof of delivery for the return.

Proof of delivery is tracking that can be independently validated and includes the following information:

  • A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);

  • The date of delivery or attempted delivery;

  • The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the one found on the 'Order details' page;

  • Signature confirmation, for any item with a total cost of €550 or more.

Buyers may be liable for any loss in value of the item if this loss in value is attributed to handling which is not necessary for the purpose of checking the quality, characteristics and functioning of the item. Some sellers may deduct the amount of loss from the amount refunded to the buyer if the item is returned after being used or damaged by the buyer.

If a buyer reports that an item is counterfeit and there are strong indicators that the item is counterfeit, eBay may not require the buyer to return the item to the seller. The buyer agrees to cooperate with us to ensure the proper disposal of the item. The buyer may not sell the item on eBay or elsewhere.

When returning the item to the seller isn't required

In some cases, we may not require that an item be returned to the seller. In these situations, we refund the buyer and may seek reimbursement from the seller.

Examples of situations when a return will not be required for a refund (not an exhaustive list):

  • The seller has not responded to a return request, chooses not to accept a return request for an item that doesn't match the listing description, or has not provided a return postage label or another return method.

  • The item location was misrepresented.

  • It's hazardous to post the item back.

  • The item no longer has a value, for example live plants or animals that have expired.

Alternatively, with the buyer's consent, we may give a partial refund to cover differences between how the item was described in the listing and the actual item that was received. When given a partial refund, the buyer isn't asked to return the item to the seller. The seller may be required to reimburse eBay for the partial refund.

When eBay is asked to step in and help on a return

Once a return request is opened the seller should respond to the request and address the buyer's concern by accepting the return or offering another acceptable solution. If dissatisfied with the seller's solution, the buyer can ask eBay to step in and help after 3 business days from the date the return request is opened.

If asked to step in and help, we may ask the buyer to return the item to the seller if:

  • We can't determine that the item received by the buyer matches the listing description, even if the seller doesn't offer returns, or

  • The seller's stated return window and policy applies, or

  • The seller has already offered to accept a return

If asked to step in an help, we may refund the buyer and seek reimbursement from the seller without requiring the buyer to return the item, if the item doesn't match the listing or the seller's return policy applies and:

  • The seller has not responded to the return request within 3 business days from the date the return was requested, or

  • The seller chooses not to accept the return and their return policy applies, or

  • When a return request is opened for "item not as described" or the seller offers free returns and the seller doesn't provide a return postage label or another acceptable solution.

Timelines

Item not received

  • A buyer can report that they didn't receive an item once the latest estimated delivery has passed and for 30 days after the latest estimated delivery

  • The seller has 3 business days from the date it was reported to respond to the buyer and offer a solution. If the seller does not respond and offer a solution, the buyer can ask us to step in and help. The seller must have uploaded the tracking information to the site before the buyer asks us to step in and help for the request to be considered.

  • If the buyer doesn't ask us to step in and help within 21 business days of reporting that they didn't receive an item, the request closes automatically.

Item not as described

  • A buyer must submit a return request no later than 30 days after the actual (or latest estimated) delivery date or the date the item is collected, or, if the seller's return window is longer, within their stated return window.

  • The seller has 3 business days from when the request is submitted to respond to the buyer with a solution. If the seller does not respond with a solution, the buyer can ask us to step in and help.

  • If a return is accepted by the seller, the buyer must ship the item back to the seller within 10 business days from when the return label is provided to them. If the buyer does not ship the return by that date, we may close the return.

  • The seller must issue a refund within 2 business days of receiving the returned item. The buyer can ask us to step in and help for a period of 10 business days after the refund deadline has passed.

  • If the buyer doesn't ask us to step in and help within 21 business days of starting a request for a return where no tracking information is uploaded (or the timelines described if a refund or replacement isn't received), the request closes automatically.

When the buyer wants to return an item because they have changed their mind

  • The buyer must request a return within the return window that is specified in the seller's return policy.

  • The seller has 3 business days from when the request was opened to respond to the buyer and offer a solution. If the seller doesn't respond with a solution, the buyer can ask us to step in and help.

  • The seller must issue a refund within 2 business days of receiving the returned item. The buyer can ask us to step in and help for a period of 10 business days after the refund deadline has passed.

Latest estimated delivery/collection date

When we have no information about the actual delivery date, we use the latest estimated delivery date. When we have no estimated delivery information, we consider the latest estimated delivery date to be 7 days from the payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries.

For items collected in person, the latest estimated collection date will be 7 days from the payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries.

Extended timelines for eBay Money Back Guarantee coverage

In some limited situations, we may extend the period of time in which a buyer is eligible for the eBay Money Back Guarantee. This extra time allows us to take into consideration the buyer's location, the postal service used, a seller's extended return window, national holidays (e.g. Christmas), or delays due to circumstances such a natural disaster, national emergency, labour strike, governmental act, or other instances such as fraud. In most instances, when we extend timelines for eBay Money Back Guarantee coverage, and in cases where the seller is responsible for requests opened during such extended timeline, we'll notify sellers with an announcement on eBay.co.uk.

Appeals

Buyers and sellers have the opportunity, within 30 days from when we make a decision about a transaction issue, to appeal the decision by providing appropriate documentation. We reserve the right to seek reimbursement from the seller if a buyer's appeal is successful. Learn more about reimbursement.

Refunds to buyers

We refund buyers to their original payment method. If we're unable to send refunds to the original payment method, we ask the buyer to create a PayPal account with their eBay registered email address to claim their refund. In the unlikely event we're unable to send a refund to the buyer, we may provide refunds by coupon or vouchers redeemable for future purchases on eBay.

Seller funds, reimbursements, and fees

Seller funds

After a buyer reports that they didn't receive an item, or request a return or asks eBay to step in and help, a seller's funds may be held by eBay as per PayPal User Agreement.

Reimbursements

If we are asked to step in and help and we determine that the buyer is owed a refund, the seller authorises eBay to reverse the funds to reimburse the buyer, and if such funds are unavailable or insufficient, the seller agrees to reimburse eBay for any amount eBay refunds to the buyer.

If reimbursement is unsuccessful, the seller agrees to allow eBay to charge their reimbursement or automatic payment method, or any other payment instrument on file for amounts refunded to the buyer. eBay may place the amount refunded to the buyer on the seller's invoice subject to their automatic payment method. The seller will remain obligated to pay eBay for all unpaid amounts and eBay reserves the right to seek reimbursement through other means.

Seller fees

If a seller issues a buyer a full refund before we're asked to step in and help, we credit the seller's final value fee. Insertion fees and other eBay fees aren't refunded. Learn more about invoice fee credits.

Using other programmes to address a concern

Buyers can't use more than one resolution method to get a refund. After selecting a resolution process (eBay Money Back Guarantee, PayPal Buyer Protection, or requesting a chargeback from their payment provider) a buyer is required to use that process for the duration of the case.

If a buyer files a chargeback or a PayPal Buyer Protection dispute, any cases opened through eBay Money Back Guarantee for the same transaction are immediately closed.

Fraudulent claims

Buyers who engage in activity as described in the Buying practices policy may be subject to a range of actions, including the loss of eBay Money Back Guarantee coverage, warnings, being blocked from requesting returns or refunds on eBay, being blocked from opening claims, and account suspension.

Activity that is not allowed includes, but is not limited to:

  • A buyer opening duplicate requests using other programmes

  • A buyer colluding with a seller to wrongly declare an item's value for customs

  • A buyer filing a chargeback after receiving a refund

  • A buyer claiming an item was not received when there is proof of delivery to the buyer's address on the Order details page

  • A buyer falsely claiming an item was not as described

  • A buyer returning an item other than the original item received

  • A buyer using or damaging an item and then returning it

For more information on consequences, see the Abusing eBay section of the eBay User Agreement. In addition, we reserve the right to indefinitely suspend the buyer's coverage under the eBay Money Back Guarantee.

Other terms

  • Buyers and sellers permit us to make final decisions about all cases, including appeals.

  • We may provide buyers and sellers access to each other's names, usernames, contact information, and other information relating to a request.

  • When a buyer and seller don't speak the same language, we may assist with communication until the issue is resolved.

  • eBay Money Back Guarantee is not a product warranty.

  • In some situations, we may open a request on behalf of the buyer. This may include situations in which a seller is suspended for fraudulent activity.

  • We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement.

Availability of eBay Money Back Guarantee

eBay reserves the right to change or cancel eBay Money Back Guarantee independently and without giving reasons. If eBay cancels eBay Money Back Guarantee, all open applications will be processed until the final decision.

Buyer protection is available on the following eBay websites:

eBay Money Back Guarantee:

eBay Buyer Protection:

eBay Customer Guarantee:

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