Skip to main content
BuyMy eBaySellCommunityContact usHelp
  Home > Help >Bidding & buying>Resolving buying problems>Item not received or significantly not as described
Help
Browse help
Search Help pages
(Does not search for items or products) 		 Searchtips
What to do if you don't receive an item or it doesn't match the seller's description


When you buy an item on eBay, you can do so with confidence. If you haven't received your item or it doesn't match the seller's description,we may be able to help you by facilitating communication between you and the seller through our Resolution Centre. You may also be eligible for a refund of the item purchase price and the original costs of postage & packaging under eBay Buyer Protection.

Steps to take for problems with an item

1.
If you haven't already, contact the seller.  Many issues can be solved with a simple conversation.
2.
If the seller hasn't made things right, contact us so that we can help. You can open a case 3 days after the estimated delivery date of an item or 7 days after of making payment if you weren't given an estimated delivery date. A case has to be submitted within 45 days from the date of payment.
3.
If you've already received the item, and it's damaged or doesn't match the listing description, you can open a case.
To open a case, contact us.
Click the My item hasn't arrived yet, what do I do? or What can I do when I get an item that's not as described? links and follow the instructions.
4.
If you haven't received the item, the seller may:

  • Provide tracking information

  • Issue you a full refund

  • Offer to send you a replacement item, if you agree.

We'll ask you to confirm that you've received the item or the refund.

If you have received the item, but it doesn't match the seller's description, the seller may:

  • Offer you a partial refund

  • Ask that you return the item for a full refund

  • Ask that you return the item in exchange for a replacement item, if you agree

If you're offered a partial refund, you can accept it, request a different amount, or suggest another solution, like returning the item for a full refund. You can also ask eBay Customer Support to review the case. Keep in mind that eBay's decision on a case is final.
We'll ask you to confirm that you've received the refund or sent the item back. To show that you've sent an item back to the seller, you'll need to post the item with tracking information and then enter the tracking number in the Resolution Centre.

More about refunds

If you're given a refund, you'll usually receive it through same payment method that you used to pay for the item. If you bought an item with a payment method other than PayPal, we'll ask you to confirm receipt of the refund.

A full refund is one that covers the cost of the item and original postage. If you've received an item and want a full refund, you'll usually need to send the item back to the seller. Buyers are responsible for paying return postage unless the buyer and seller have reached a different agreement. In unusual circumstances, eBay may pay return postage.

Timelines

You can open a case 3 days after the estimated delivery date of an item or 7 days after of making payment if you weren't given an estimated delivery date. A case has to be submitted within 45 days from the date of payment.

The seller has 8 days from the time you open the case to reply.

You should receive a refund within 3 days of the seller promising a refund or within 10 days of the seller receiving the returned item. If you haven't received a refund by then, please contact eBay through the Resolution Centre, and we'll work with the seller to provide you a refund

In the rare situation where a seller doesn't reply to you or follow through, eBay will review the case upon your request.

Contact Customer Support
If you're looking for more help or have a question to ask, contact us.
Contact us

Have a question? We can help.

 Contact us

Ask eBay members

Get help from other eBay members. Visit the Answer Centre to post a question.

Related Help topics