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About reimbursement

In this article:

What is reimbursement?

Where the buyer has reported not receiving an item, or that it doesn't match the description in the listing, and the buyer can't resolve the issue directly with you, we may step in and review the situation. If we decide in favour of the buyer, we may refund the buyer directly and seek reimbursement from you.

If we refund a buyer, we'll seek reimbursement from you by deducting the amount from your PayPal account or charging your reimbursement payment method. Reimbursement includes the cost of the item plus the original postage & packaging.

Note: International sellers who list an item on the UK site are also responsible for reimbursement.

Reimbursement payment methods

We ask for reimbursement as follows:

  • For purchases made with PayPal, we automatically reverse the funds from your PayPal account to refund the buyer.

    • You'll need to have your credit card details added to your PayPal account for this reimbirsement method.

  • We require another reimbursement method if:

    • There are insufficient funds in your PayPal account.

    • PayPal isn't your chosen reimbursement method.

When you create a seller's account, we ask you to add a payment method for both seller fees and reimbursement charges. You can add or change your reimbursement payment method by going to My eBay > Personal Information > Financial Information or Seller Hub > Shortcuts > Site Preferences > Business Information > Financial Information. Your reimbursement payment method is used for all current and future cases.

If we send you an email about an eBay Money Back Guarantee request, you'll also have the option to make a one-off reimbursement.

Reimbursement timelines

If we refund a buyer directly, we seek reimbursement from you within 24 hours. If we refunded the buyer for multiple transactions we seek reimbursement for the total amount. In this instance your payment method shows separate line items for each transaction requiring reimbursement. We either remove the refund amount from your PayPal account, place the amount on your seller invoice, or charge your payment method on file.

If you make a one-off reimbursement, the funds are withdrawn when you make the payment.

How we let you know when to reimburse us

If we refund a buyer directly, we send you an email. We also follow up if we processed reimbursement from you, if you need to add a reimbursement payment method, or if there was a problem charging your reimbursement payment method.

You can always see the latest status of your requests and cases, including those involving reimbursement, in My eBay.

What happens if you don't reimburse us

If you don't reimburse us , we may put your account on hold and you won't be able to buy or sell on eBay. To remove an account hold, simply pay the amount that is due.

If your account is on hold and you still don't reimburse us, we suspend your account. You won't be able to buy or sell on eBay or communicate with other members through eBay messages.

  1. Go to My eBay > Personal Information > Financial Information or Seller Hub > Shortcuts > Site Preferences > Business Information > Financial Information.

  2. Click the Add or Edit link to the right of Reimbursement payment method.

  3. Follow the onscreen instructions to add a reimbursement payment method or change your current payment method.

If we suspend your account for reimbursement issues and you still don't pay us, we send your account to a collections service.

Contact Customer Support

If you have an additional question about this subject, please email us at Customer Support.
If you would like to ask a question on another subject, please use the Contact Us page.

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