- Get help with an item that hasn't arrived3 min article
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.
- Tracking your item1 min article
You can follow your package online all the way to your delivery address when the seller uploads tracking information.
- Check the status of your return or missing item requestIf you sent a request to let the seller know that you either didn't receive your order or the item doesn't match their description, you can check on its progress while it's being resolved.2 min article
- Appeal eBay's decision about a return or missing item for buyers2 min article
If you don't agree with our decision after we've stepped in to help resolve an issue between you and a seller, you can appeal by providing new information within 30 days of the case being closed.
- Returns, missing items and refunds for buyers5 min overview
- Return an item for a refund4 min article
Most sellers accept returns if you've changed your mind about an item – check the listing for full details of their return policy. If there's something wrong with your item, you're entitled to return it, regardless of the seller's return policy.
- Check the status of your return or missing item requestIf you sent a request to let the seller know that you either didn't receive your order or the item doesn't match their description, you can check on its progress while it's being resolved.2 min article
- Appeal eBay's decision about a return or missing item for buyers2 min article
If you don't agree with our decision after we've stepped in to help resolve an issue between you and a seller, you can appeal by providing new information within 30 days of the case being closed.
- Return postage for buyers5 min article
If you need to send an item back to the seller, there are a few different ways of getting the item back to them. Who pays the cost of return postage will depend on why you're returning it, and the seller's return policy.
- Get help if you bought as a guest3 min article
If your item hasn't arrived, has turned up damaged or faulty, or if you just want to return it, let the seller know so they can help you out. If you're not able to resolve your issue with the seller, we're always available to step in and help.
- Manage returns, missing items and refunds for sellers4 min overview
- Help a buyer with an item they didn't receive3 min article
If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information showing that it was delivered.
- How to handle a return request as a seller4 min article
If a buyer wants to return an item to you, you need to respond within 3 business days. How you can respond will depend on why they're returning it and on your return policy. If it's faulty, damaged or doesn't match the listing, you'll have to accept their return.
- Best practices for avoiding and handling issues with buyers3 min article
There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers' purchases. And if the buyer does let you know there's a problem, it's important to get back to them promptly.
- Appeal eBay's decision about a return or missing item for sellersIf you don't agree with our decision after we've stepped in to help resolve an issue between you and your buyer, you can appeal by providing new information within 30 days of the case being closed.2 min article
- Setting up your returns policy3 min article
When you sell on eBay, you need to state whether or not you accept returns, and if so, under what conditions.