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Resolving selling problems

Sell with confidence. Find out how you can avoid transaction problems and resolve problems.

Top questions

I haven't been paid. What can I do?

What are the rules and policies for listing items on eBay?

Why did eBay remove my listing?

Solve a problem
Click the Advanced Search link at the top of most pages. On the left side of the page, click the Find contact information link and follow the instructions.
In the Resolution Centre, we help you work with your buyer to resolve problems. If you don’t receive payment for an item or you want to cancel a transaction, go to the Resolution Centre. For problems that aren’t about transactions, for example, Feedback issues, contact Customer Support.
First, send your buyer a friendly email. If that doesn’t work, try to reach the buyer by phone. If you don’t get a response, you can go to the Resolution Centre to open an unpaid item case or use Unpaid Item Assistant to open and close a case on your behalf. If the problem remains unresolved, you'll receive a final value fee credit when you close the case. You can then make a Second Chance Offer to another bidder, or relist the item. If you relist the item, you may qualify for an insertion fee credit.
For an active listing, agree to let the buyer cancel the bid. If the listing already ended, you can go to the Resolution Centre and cancel the transaction.
For an active listing, end your listing early. If the listing has ended, you can go to the Resolution Centre and cancel the transaction.
Help topics

Basics

How sellers can avoid transaction problems
These tips can help make your transactions trouble-free.


Knowing your buyer
The more you know about your buyer, the better your chances of a successful sale.


What to do when a buyer doesn't pay (unpaid item process)
When a buyer doesn't pay, we’ll work with you to help resolve the situation.

 
Cancelling a transaction
Find out what to do if you and your buyer agree not to complete a sale


Resolving transaction problems in the Resolution Centre
If you have a problem with a transaction, contact your buyer. If that doesn't work, you can open a case in our Resolution Centre.


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


Communicating with your trading partner
Sometimes miscommunication happens. Get tips on how to work things out.


Reporting problems with your buyer
Learn what to do if you think your buyer is breaching eBay policies, or if you are having other problems with a buyer.


Limits on buyer activity
To protect sellers, we sometimes step in to restrict what buyers can do.


Listing and selling allowances for eBay sellers
To help you become a successful seller and to ensure a safe experience for all eBay members, your selling privileges may be limited.

Beyond the basics

Reporting inappropriate trading
When members report cases of inappropriate trading behaviour, we'll try to resolve the issue.


eBay's role when you need to resolve a problem
Our goal is to promote a safe place for our members to buy and sell. See what we can do if you have any problems.


Responding to a case when your buyer doesn't receive an item
If your buyer reports not receiving an item, you'll be given options for responding to the case.


Responding to a case when the item doesn't match the listing description
Learn about your options if a buyer reports that the item doesn't match your description.


Run your seller performance report
Review factors affecting your detailed seller and gain insight into how you can improve them.

 
Receiving a returned item and refunding your buyer
In some cases, a buyer may need to return an item to you for a refund.


About reimbursement
If a buyer has a problem with a transaction, we may refund the buyer directly and seek reimbursement from you.

Legal info

Creating legally compliant listings
Read our guidelines to help you understand basic legal issues for buying and selling.


Trademark and domain name basics
Find out why intellectual property rights must be protected.


Copyright basics
Understand the basics of copyright laws before you list your items.
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.

Shortcuts

Find a member

Open a case in our Resolution Centre

Rules & policies

Knowing the rules for sellers

Unpaid item policy