5 min overview

Returns, missing items and refunds for buyers

In most cases, if your order doesn't arrive, or is faulty or damaged, you'll get your money back or a replacement. Most sellers accept returns if you've changed your mind – check the listing for details of their returns policy.

If your item hasn't arrived, you can let the seller know and they'll have to either send a replacement or give you your money back. If your item has arrived, but there's something wrong with it, or it doesn't match the listing, you can return it. Most sellers are also willing to accept returns if you've just changed your mind.

To help you find the information you need, we've pulled together all of our useful articles about refunds on eBay.

Here's how the refund process works on eBay:

  1. Let the seller know you've got a problem
    If your item hasn't arrived, or if it has and you want to return it.
  2. Try to work things out with the seller
    They've got 3 business days to make things right for you, and you can always keep track of what's going on.
  3. If the seller wasn't able to help, ask eBay to step in
    If the seller doesn't sort things out in 3 business days, let us know and we'll help resolve the issue.
 

Let the seller know you've got a problem

If something's gone wrong with your order, the first step is to let the seller know there's a problem. If your item has gone missing, or if it's damaged or faulty, most sellers are happy to work with you to resolve the issue. Either way, you're covered by eBay Money Back Guarantee.

Get help with an item that hasn't arrived

If you're still waiting for your item to arrive, you can check to see when it's due to be delivered. If the estimated delivery date has passed, let the seller know so they can help you out. They'll either provide you with additional delivery information, send you a replacement, or offer you a refund.

Return an item for a refund

Most sellers accept returns if you've changed your mind about an item. Check the listing for full details of their return policy. If the seller states in their return policy that they don’t accept returns, you can ask them to see if they’ll make an exception. However, if there's something wrong with your item, you're entitled to return it – regardless of the seller's return policy.

Help with guest purchases

If you bought an item on eBay as a guest, you're still covered if something goes wrong. Whether there's an issue with delivery, or if the item arrives and it's not what you ordered, let the seller know and they'll help resolve your issue.

Try to work things out with the seller

Once you've let the seller know there's an issue, they have 3 business days to sort things out for you. You'll be able to check on the status of your request during that time, and if the seller accepts your return, you might then need to send the item back.

Check the status of your request

Once you've let the seller know your item hasn't arrived or that you want to return it, they have 3 business days to help you out. You can check back regularly for updates and to find out what you need to do next.

Return postage for buyers

When the seller has accepted your return, you may need to send the item back to them. Who pays the shipping costs depends on why you're returning it. If the item was damaged or faulty, they're responsible for the return shipping costs – if you changed your mind, who covers the cost will depend on the seller's return policy.

If the seller wasn't able to help, ask eBay to step in

Sometimes, there might be an issue you're unable to resolve with the seller. When that happens, we're here to step in and help. We'll review the request, and get back to you and the seller with our decision. If you're not happy with our decision, and you have extra information you'd like us to consider, you can appeal. We'll review the new information and get back to you with our final decision.

Ask eBay to step in and help for buyers

Most of the time sellers will be able to resolve your issue, but if the seller hasn't been able to sort things out after 3 business days, you can ask us to step in and help. We'll consider all the details and be as fair as possible with our decision.

Appeal eBay's decision on a case for buyers

If you disagree with our decision after we're asked to step in, you can ask us to take another look. To request an appeal, you'll have to provide additional details for us to consider, such as photographs showing what's wrong with the item. We'll review the new information and get back to you with our final decision, which usually takes 48 hours.

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