eBay Buyer Protection FAQ
FAQ for buyers
I didn't receive my item. When should I contact eBay?First, try contacting the seller for package tracking information or a reason why delivery is delayed. If it’s been 7 or more business days since you paid, you haven’t received the item or heard back from your seller, go to the eBay Resolution Centre within 45 days of the date you paid.
If the seller estimated a delivery date that was less than 7 working days from your payment, please contact the seller through the eBay messages function first and allow 3 working days for a reply. The item I received is either wrong, damaged, or it doesn’t match the seller’s description (“Significantly Not As Described” or SNAD). When should I contact eBay?
First, contact the seller, and allow 3 working days for a reply. The seller may be willing to offer a refund or exchange within 45 days of payment. If you're not able to work things out with the seller, you can reach eBay for support by going to the eBay Resolution Centre. I’m not sure if my item qualifies as “Significantly Not As Described?An item is Significantly Not as Described if it is materially different from what the seller described in the item listing. Here are some non exhaustive examples of what would be considered to be Significantly Not As Described:
You received a completely different item. For example, you purchased a book and received a DVD or an empty box.
The condition of the item is wrong. For example, the listing said "new" and the item has clearly been used.
The item is missing parts or component and the seller disclose this in the listing (e.g., camera kit was supposed to include a tripod, but you didn't receive it).
Item defective during first use: The first time you tried to use the product, it didn't work (e.g., HDTV did not turn on).
The item is a different version or edition than the item displayed in the listing.
The item was described as authentic but isn't.
The item is missing major parts or features, and this was not disclosed in the listing.
You purchased three items from a seller but only received two.
The item was damaged during postage.
How do I contact eBay for support?If your purchase meets the requirements above, you can contact eBay for support through the eBay Resolution Centre.How much of the money I paid will I get back?If we agree your purchase qualifies, we'll reimburse you for the full purchase price of the item plus original postage costs. If you're opening a case because the item you received was Significantly Not As Described, you will be asked to pay for return postage. What happens after I contact eBay?You’ll receive a confirmation email when you open a case. You must review this email straightaway, upon receipt, and let us know if anything within it is incorrect. We may contact you for more information. We may also try to reach the seller to encourage him or her to work directly with you to resolve the problem.
Some examples of what wouldn't be approved:
The defect in the item was correctly described by the seller.
You refused to accept delivery of the item.
The item was accurately described but you didn't want it after you received it.
The item was accurately described but didn't meet your expectations.
The item has minor scratches and was listed as used.
You opened a case due to buyer remorse rather than due to a genuine dispute. If you purchased the item from a business seller, you will likely have rights under the Distance Selling Regulations. For more information, see Know Your Rights.
If the seller resolves the situation (e.g. by sending you the item or a refund), you must let us know immediately, through the response channel provided in the email.
During the process, eBay may require you to provide documentation to support your case. You may be asked to provide receipts, third party evaluations, police reports, or anything else that eBay needs. I’ve received the item but it arrived later than indicated in the listing. What should I do?If the seller sent the item outside their dispatch time window and, therefore, you received the item later than reasonably expected, we may accept this as an INR case in some circumstances. We will also consider any email or other written document the seller provides, which shows that you agreed to the delayed dispatch time.I received the item but could see straight away that it was Significantly Not As Described (SNAD). Should I accept delivery?If you notice that the item is not as it was described in the listing, for example, it looks damaged, accept the item and then contact the seller and allow 3 business days for a reply. The seller may be willing to offer a refund or exchange within 45 days of payment. If you're not able to work things out with the seller, you can reach eBay for support by opening a SNAD case in the eBay Resolution Centre.I have contacted eBay regarding the item that I have not received. What happens next?If you contacted us because you didn’t receive your item, you should receive an explanation, online tracking information, or a delivery estimate from your seller within 3 days. If the seller hasn’t responded to you within that time, you can open a case under eBay Buyer Protection. After you have opened a case, the seller will have 8 calendar days to contact you with a solution. If the seller hasn't responded in 8 calendar days, please notify eBay; eBay may refund you directly.What happens if your item was Significantly Not As Described (SNAD)? eBay will review all available information about the transaction. We compare your case with what was actually in the seller’s listing. Accordingly, sellers should describe their items clearly, accurately, and consistently. There should also be pictures clearly showing the condition of the item and any defects. You may also be asked to provide receipts, third party evaluations, police reports, or other documents related to the item. (See “I’m not sure if my item qualifies as Significantly Not As Described’” above.)
What is proof of delivery?For transactions that total less than £150, proof of delivery is acceptable documentation. You'll need online tracking information from a shipping company or valid proof of delivery from Royal Mail, that:
Depending on how your complaint matches what was in the listing, we may:
Tell you that the item was described clearly, accurately, and dismiss the case.
Accept the case and ask you to return the item to the seller. We require you to send the item back in the same packaging you received it in. You'll need to provide eBay with proof of delivery. You will need to provide a return postage tracking number, and for items valued over £150; we also require signature confirmation. Once tracking shows the item is delivered, we'll provide a refund.
Accept the case, but not require you to return the item to the seller (for example, if you obtain manufacturer’s or law enforcement certification that the item was not authentic). In these cases, eBay will refund you directly and work with you to ensure proper disposal of the item.
I opened and tried the item before I realised that it was Significantly Not As Described.In many cases, you will need to open and try an item in order to see that it is Significantly Not As Described. We recommend that you check the item as soon as you receive it. If you find that it is Significantly Not As Described, stop using it. If you have used the item more than reasonably necessary to identify that the item was Significantly Not As Described (or in a way, which is not reasonably necessary to examine the item), we will not accept the case.What if I collect the item in person and discover that the item is Significantly Not As Described?If the aspect of the item, which was not as described in the listing (“defect”) is obvious (for example, a crack in a television screen), we will decide in favour of the seller. We strongly recommend that all buyers check the condition of the item upon collection and, if they find it is Significantly Not As Described, leave it with the seller. If the item has an internal defect or a defect, which is harder to detect, we may decide in favour of the buyer or the seller. We will make this decision on a case by case basis.I received an item that was Significantly Not As Described and tried to repair or alter it. The repair or alteration has not worked. What can I do now?We recommend that you do not try to repair or alter an item, which is Significantly Not As Described. Where you have repaired or otherwise altered the item, we will only accept the case, if the seller has asked you, in writing, to repair or alter the item.In what circumstances can I get a refund without returning the item to the seller? Buyers won't be required to return an item where the seller’s geographic location is different from that shown on the listing (in violation of eBay policies), unless the seller pays for return postage.
Shows the status as delivered.
Shows the date of delivery.
Includes the recipient's address, showing at least the city/county or postcode (or the equivalent).
For transactions that total £150 or more, shows proof of the recipient's signature to confirm delivery.
Buyers may not be required to return an item to the seller where the item isn't authentic. In these circumstances, buyers may be asked to cooperate with eBay to ensure the proper disposal of the item as described in the “What happens if a buyer believes an item isn't authentic?” section of the eBay Buyer Protection policy.
I filed a Significantly Not As Described case and the seller agreed to issue a refund/send a replacement item, but I have still not received it. What can I do?In Significantly Not as Described cases where the seller has offered a solution and the 8 calendar day period (given to the seller to address the buyer’s concern) has expired, buyers may contact eBay to make a decision, if:
How do I cancel an open case?To cancel an open case, go to the eBay Resolution Centre and select the option to “close my case”.What if I receive a refund through another source?If you receive a refund outside of eBay Buyer Protection (including, without limitation, through a credit card chargeback, PayPal Buyer Protection, insurance or from the seller) or received the item from the seller after you have opened an INR case, you must promptly let us know and return any refund that you have received under eBay Buyer Protection.
the seller agreed to refund the buyer, a period of 5 days or more has passed from the date the seller received the returned item, and no refund has been received; or
the seller agreed to offer an exchange to the buyer, a period of 5 days or more has passed from the date the seller received the returned item, and the replacement item has not been received nor has the buyer received tracking information relating to the item from the seller.
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