Communicating with your trading partner Working it out in our Resolution Centre Timing is important Responding to a case against you

If you ever have a problem with a sale, eBay is here with resolution guidelines, programmes and services to help you get the best outcome possible.

If you have a problem regarding feedback or identity theft, go to Customer Support instead of the Resolution Centre.

Note: Unpaid item cases are handled differently from other Resolution Centre cases. Sellers should use the unpaid item process when a buyer doesn't pay.

First, try communicating with your trading partner

Most problems are best resolved with early and direct communication between the buyer and seller. Contact your trading partner to discuss the issue by phone or email. Check out our tips for communicating with your trading partner—they'll help you resolve issues as quickly and easily as possible.

Working it out in our Resolution Centre

If you aren't able to work it out directly with your trading partner, contact us so that we may help. Click the My item hasn't arrived yet, what do I do? , or the What can I do when I get an item that's not as described? link and follow the instructions.

eBay then contacts your trading partner and facilitates to help you discuss, track and resolve your case.

As a buyer, the Resolution Centre may assist you when:

• You pay for and receive an item, but it doesn't match what was described in the listing. For example, the listing says it's new but it looks used, or the listing says it's a book, but it's a DVD.

• You pay for an item using PayPal but don't receive it. You may be covered by eBay Buyer Protection for your purchase price plus the original costs of postage & packaging.

• If the seller isn't helping you, customer support may handle the case and resolve the problem.

As a seller, the Resolution Centre may assist you when:

• You sold an item but haven't received payment. Unpaid item cases are handled differently from other Resolution Centre cases. Use the unpaid item process when a buyer doesn't pay.

• You want to cancel the transaction.

• You want to manage a case when a buyer has claimed that an item wasn't received or didn't match the item description.

Timing is important

If someone opens a case with you, it's important to respond quickly and work with your trading partner to resolve the problem. Most issues have a window for when you can open cases, be credited for certain fees or be eligible for buyer protection. You'll receive this information when you file a case.

If you've had a problem with your purchase, contact us so that we can help.

• You'll need to wait at least 3 days after the estimated delivery date or 7 days after payment if you weren't given an estimated delivery date

• You have up to 45 days after you paid to file a case

• The seller has up to 8 working days to respond to your case

If 8 working days have passed and the seller hasn't responded, you can ask customer support for help. If eBay doesn't hear from you within 30 days of you opening the case, the case is automatically closed. Once the case has been closed by you or by eBay, it can't be reopened.

If you need to refresh your memory about the item that the case refers to, click the View purchased item link to go to the description of the item that was purchased.

Responding to a case against you

It’s important that you respond quickly and work with your trading partner to resolve the problem by the time lines set out in the claim. If you don't, eBay may resolve the case in your trading partner's favour.

If you're a buyer, you have 4 days to respond to a case for an unpaid item or 7 days if the seller wants to cancel the transaction. If you don't respond, the unpaid item could be recorded on your account, which can lead to account restrictions or suspension.

If you're a seller, you have 8 days to respond to a case for items not received or that don't match the listing description.

Consumer Rights

If you experience problems with your transaction, we recommend that you communicate directly with the seller to resolve any dispute. However, should you continue to experience difficulties with your transaction and would like advice on your consumer rights, you may contact the free government advice line Consumer Direct on 08454 04 05 06.