How to use the Resolution Centre

Solve problems – Step by Step

Problem with your purchase?

Contact the seller within 30 days

No luck? Just let us know

If you're not satisfied after 8 days, ask eBay to get involved (do not wait more than 30 days)

eBay sorts it out

We'll get back to you in 48 hours – If your case qualifies, we will quickly issue a refund.


1)   Problem with your purchase? – How you contact your seller and open up a case.

  • Sellers want to maintain a good reputation and in most cases will look to fix the problem straightaway, so contact them first – either via "My eBay" or directly using the Resolution Centre. To benefit from the eBay Money Back Guarantee, you must do so within 30 days of your actual or latest estimated delivery date.
  • What to do:
    1. Go to the Resolution Centre.
    2. Choose "I haven't received it yet" or "I received an item that does not match the seller's description".
    3. Click on "Continue" and sign in.
    4. Click on the item which you have a problem with and click "Open case".
    5. On the next page you can give information regarding your problem and how your seller should help you. If you are done, press "Send".
  • Once the case is opened and you have contacted your seller, we can follow the progress and help if necessary.

2)   No luck? Just let us know

  • After you open a case, your seller should respond to you within 8 days. You can respond to the seller through the Resolution Centre.
  • You can close the case after the seller has resolved the problem to your satisfaction. You can also click on "Close case" to confirm that the case is closed. (If we haven't heard from you in 30 days, the case will automatically will be closed).
  • If the seller hasn't resolved the problem within 8 days, we will take over for you. Just go to the Resolution Centre and click on "Escalate the case to Customer Support".

3)   eBay sorts it out

  • We'll review the information provided and get back to you within 48 hours.
  • If you haven't received your item we'll refund you in full (including postage costs), using PayPal.
  • If your item was not as described, we'll help you with the returns process, and then refund you in full using PayPal.
  • We cover virtually all listings on eBay but just to be clear we've outlined what is and isn't covered below.

As with every programme like this, there are some rules. Here they are:

  • eBay Money Back Guarantee protects you in case you do not receive your item or if the item is not as described in the listing. If this happens, you need to tell your seller within 30 days of your actual or latest estimated delivery date.
  • The programme is designed to protect purchases that are usually sent by post – over 99% of listings on eBay. It doesn't include vehicles, real estate, businesses for sale, digital goods or services.
  • To use the eBay Resolution Centre you need to have paid with Paypal, using your PayPal account. If you have paid as a PayPal Guest you cannot use this process, but you are of course still covered by PayPal Protection.
  • This programme is limited to purchases on eBay.co.uk but if you have purchased on ebay.com or ebay.de, this is probably covered by similar programs in these countries. If you purchased on another eBay site and paid with PayPal, this is probably covered by the local PayPal Buyer Protection programme.

You can find all the details on the eBay Money Back Guarantee policy page.

Any further questions? Have a look at our FAQs here.