3 min article

Get help with an item that hasn't arrived

If you didn't get your item, you're covered under eBay Money Back Guarantee. We'll make sure you either receive the item you ordered, or get your money back.

Deliveries may be delayed due to COVID-19. We recommend waiting a few days after the expected delivery date before contacting the seller to let them know that your item hasn't arrived yet.

You'll find more information on other measures we've put in place for buyers in our COVID-19 update page - opens in new window or tab.


If your item hasn't arrived, you're protected by eBay Money Back Guarantee and can ask the seller for a refund. Some sellers may also be able to send you out a replacement item, if they have one.

Check your order's delivery information

If your item hasn't arrived yet it may still be in transit, so the first thing to do is to check the delivery information. You can find your order's delivery information in your Purchase history - opens in new window or tab. You'll be able see the item's expected delivery date, and the address it's being sent to.

What to do if your item is being delivered to the wrong address

If the delivery address you provided during checkout is incorrect, select Contact the seller on the order's delivery information page and see if they'll cancel the order. They can then relist the item for you to repurchase with the correct address.

If the seller has already posted the item, they won't be able to change the delivery address. If possible, we recommend trying to collect your package from the original address.

If your item is showing as delivered, or the estimated delivery date has passed, check with a neighbour in case you weren't home when the package arrived and they took delivery of it for you.

Let the seller know your item hasn't arrived

If the estimated delivery date for your item has passed, and you still haven't received your item, let the seller know. You have 30 days from the estimated delivery date to inform the seller that you didn't receive your item.

Report an item that hasn't arrived

Once you've told them there's a problem, the seller has 3 business days to provide a delivery update, offer a replacement, or give you a refund. Note that not all sellers offer replacements.

You can also report an item that hasn't arrived through My eBay - see the instructions below to find out how:

Report an item that hasn't arrived through My eBay

  1. Go to Purchase history - opens in new window or tab.
  2. Select More actions beside your item and then I didn't receive it.
  3. Tick the box beside I want a refund or I want the item.
  4. You have the option of adding a message to the seller.
  5. Select Send request.

Once you've let the seller know, you can check on the status of your request at any time.

Get your refund

If the seller offers to give you your money back, they have 3 business days to issue your refund. When they do, you'll receive an email letting you know.

It usually takes 3 to 5 business days for a PayPal refund to go through. If you paid with Apple Pay, Google Pay, or a credit card, it may take up to 30 days to process, depending on your card provider. If you'd paid using Afterpay, Afterpay will refund your card and/or adjust your repayment plan accordingly.

Check the status of your request

If your item arrives after you've received a refund

It's possible that your item may still arrive after you've been issued a refund. If this happens, you should get in touch with the seller and try to reach an agreement on what to do next. You can choose to either:

  • Return the item and keep the refund
  • Keep the item and arrange to reimburse the seller

Ask eBay to step in and help

Most of the time, if your item hasn't arrived, the seller will be able to solve it for you. However, we're always ready to step in and help. If the seller hasn't sorted things out after 3 business days, you can ask us for help through the "Item not received" request.

Learn more about asking eBay for help.

Cancelling your case

If your item arrives, you can choose to cancel your case. Here's how to cancel a case:

  1. ​Go to your Purchase history - opens in new window or tab and find the item.
  2. Select See request details in the More actions drop-down menu.
  3. Select Close your request and choose your reason from the drop-down menu.

It's important to make sure you're certain you want to cancel a case, as you won't be able to re-open it once it's been closed.

If your item has arrived, and you want to return it for a refund, you'll need to cancel your item not received case and open a return request.

If you haven't received your item, let the seller know within 30 days of the estimated delivery date.

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