Protecting yourself as a buyer

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Resolving buying problems

Find out what to look for before you bid or buy, and how to avoid common mistakes. Llearn about our buyer protection programmes in case you ever have a problem with a purchase.

Top questions

I didn't receive an item I paid for. Does eBay offer insurance?

What's an unpaid item case?

Solve a problem

To request a seller’s phone number, click the Advanced Search link at the top right of any eBay page. Once you're on the Advanced Search page, click the Find Contact Information link on the left-hand side, under the Members section, and follow the instructions.

It may be just a simple misunderstanding. Email your trading partner. If that doesn’t work, request their contact information and try to call them. You can also use these tips to try to work things out.

I’d like to use a different payment method.

If you haven’t placed a bid yet, use the Ask a question link in the listing. If you’ve already won or bought the item, email or call the seller and ask if a different payment method can be worked out.

I never received my item or the item isn\'t what I was expecting.

If you haven't received an item that you've paid for or the item is significantly different from its description, you can open a case in our Resolution Centre.

I received an email that a seller has opened an unpaid item case against me.

If you buy an item and the seller doesn't receive payment within 2 days, the seller may open an unpaid item case. If you don't respond within 4 days after the case is opened, the unpaid item may be recorded on your account.

Help topics

Basics

Safe trading tips for buyers
Before you bid or buy, read these recommendations.

Knowing your seller
Get to know your seller and avoid problems later.

Choosing items confidently
These tips will help you make your decision to buy easier.

Contacting eBay members
Trying to get in touch with someone? Find out how.

Communicating with your trading partner
Sometimes misunderstandings happen. These tips will help you work things out.

Buyer protection programmes

About our buyer protection programmes
Learn how our programmes and processes can help protect your purchase in case of a problem.

eBay Buyer Protection
eBay provides buyer protection for eligible transactions.

What to do if you don't receive an item or it's not as described
Learn what to do if you didn’t receive an item that you've paid for, or if the item is different from its description.

eBay's role when you need to resolve a problem
Find out how we can help you if you have a problem with a transaction on eBay.

Beyond the basics

Reporting inappropriate trading
Find out what we may investigate and the actions we’ll take.

Listing and selling allowances for eBay sellers
We’re helping new sellers get used to selling, thereby reducing fraud and poor customer experiences.

Resolving transaction problems in our Resolution Centre
If you have a problem with a transaction, you may be able to work it out through our Resolution Centre.

Appealing unpaid item case
Find out how to appeal an unpaid item case.

Have a question? We can help.

Ask eBay members

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

Shortcuts

Find a member

Open a case in the Resolution Centre

PayPal Resolution Centre

Rules & policies

Seller performance policy