|Home > Help >Selling & seller fees >Resolving selling problems >Unpaid items|
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.
If the buyer is no longer registered on eBay, you can open a case right away in the Resolution Centre. Under I sold an item, select I haven't received my payment yet. You can also open an unpaid item case in the Orders section of Seller Hub.
If the buyer is still registered, please give the buyer 2 days to pay. You can check the payment status through PayPal or their other payment method. If you still haven't received payment after a reasonable amount of time, please follow the instructions below. You can also perform these actions in the Orders section of Seller Hub.
1. Talk to the buyer
You can solve most problems by talking directly with the buyer. If you don't have it, you can get the buyer's contact information.
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. You must open the case on the same eBay country site where you sold the item.
Timeline: Opening a case - 2 to 32 days after the sale
To open an unpaid item case:
Timing is important
3. We contact the buyer to request payment
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 obliged to make special arrangements.
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 (such as PayPal), the case closes automatically. But if they pay using another method, you need to go to My eBay or Seller Hub 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. You must do this within 36 days after the listing ended. If you haven't closed the case on the 37th day, eBay automatically closes it, and you don't receive a final value fee credit. Also, the unpaid item won't be recorded on the buyer's account.
To close the case:
Once the case is closed by you or eBay, you can't re-open it.
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 payment and 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:
Tools for sellers
Have a question? We can help.
Ask eBay members
Get help from other eBay members. Visit the Answer Centre to post a question.