| Buyer Protection steps |
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Here's how you can protect yourself as a buyer:
| Work things out directly with the seller |
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You open a case. eBay asks the seller to respond to you within 8 days. You and the seller have up to 45 days to work things out. eBay can review this communication at any time. |
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| Resolve the case |
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You close the case after the seller has responded to you and completed all the necessary steps to make things right, such as sending you a replacement item, accepting a return, or issuing a refund. |
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| If the case still isn't resolved, escalate it to Customer Support |
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You can send the case to eBay Customer Support after 8 days if the seller doesn't respond or if you and your seller don't agree on a solution. Customer Support reviews the case, makes a final decision, and closes the case. |
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Questions about eBay Buyer Protection
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How does eBay Buyer Protection work?
If you don't receive an item you purchased, or if it's not as described, you can use the Resolution Centre to help resolve your problem.
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When should I open a case?
If you have a problem with a purchase, your first step is to contact the seller to resolve the problem. Most issues get resolved with direct contact between buyer and seller. If the seller doesn't respond, or if you can't come to an agreement, open a case in the Resolution Centre within 45 days of making payment. See more information about timelines. |
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What do you mean by "work things out"?
By working things out, we mean communicating with the seller to find a solution that you agree to. For example, the seller may offer you a refund in exchange for the item or send you a replacement item. |
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I opened a case. What happens now?
Once you open a case, we'll ask the seller to respond to you within 8 days. If the seller doesn't respond, or if the seller responds but you still can't work things out after the 8 day period, go to the Resolution Centre to escalate the case to Customer Support. |
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How will I get my refund?
When Customer Support decides a case in your favour, we'll send your refund to the PayPal account you used to purchase the item. Learn more about the refund process. |
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Do I need to send the item back to the seller?
Yes, if you opened an item not as described case for a purchase to which eBay Buyer Protection applies. You'll also need to provide us with the delivery tracking number (with signature confirmation for items worth more than £150) to receive your refund through PayPal. |
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Where can I get more information?
Read the step-by-step guide to buyer protection or get information on how you can resolve problems in the Resolution Centre. |
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