Item Not Received or Significantly Not as Described Process

If you're having problems with an item you've bought, the 'Report a Problem' information can help you quickly understand how to resolve issues and is a good place to start.

Alternatively, this page describes in detail the steps to take if you don't receive your item from the seller or they send you an item that's significantly different to that described in the listing. If the seller doesn't respond to your emails or calls, please file a dispute (the seller can respond even if they are no longer a registered user).

Typically, there are five steps in the item not received or significantly not as described process:

Step 1: You open a dispute.
Step 2: eBay contacts the seller.
Step 3: The seller responds.
Step 4: You and the seller communicate.
Step 5: You resolve the dispute or escalate the dispute.

Step 1: You open a dispute.
You can open an item not received or significantly not as described dispute 10-60 days after the day on which the auction-style listing ended or you bought using Buy It Now (the "transaction date"). When you open a dispute, you indicate whether the item was not received or whether it was received but significantly not as described. Items that become faulty after you receive them are not considered "significantly not as described". You should contact the seller directly to work out a solution if an item you purchase develops a fault.

Note: If the item was paid for with PayPal, the buyer will be referred to the PayPal Online Dispute Resolution Process to resolve the dispute.

If you bought the item as a guest, you will need to register to open a dispute.

Step 2: eBay contacts the seller.
Once a dispute is opened, we contact the seller, informing them that you've opened a dispute and encouraging them to communicate with you. Most of the time, this communication leads to resolution before further steps are needed.

Step 3: The seller responds.
The seller is presented with several response options.

I would like to communicate with the buyer. The seller can post a message for you.

In an item not received dispute, the seller can also respond:

Payment has not been received, or has not yet cleared.
I've already sent the item. If the item has already been sent, the seller may provide postage details.
I'll offer a full refund. The seller can offer to return all your money.

In an Item Significantly Not as Described dispute, the seller can respond:

I've sent a replacement item. If the seller has sent a replacement item, they may provide postage details.
I'll offer a refund. The seller can offer you a full or partial refund to attempt to resolve the dispute.

Step 4: You and the seller communicate.
You and your seller attempt to resolve the dispute by continuing to communicate directly via the dispute console

Learn how to track and manage your eBay transaction problems using the dispute console.

Step 5: You resolve or escalate the dispute.
You have two options:

My concerns have been resolved. With this option, no action is taken against the seller's account. A closed dispute cannot be re-opened, so please make sure you are entirely satisfied when closing a dispute using this option. For example, if the seller offers you a full refund, don't close the dispute until you've received the full refund.
I feel I have no other option but to report this seller to the eBay Trust and Safety team. When you select this option, our Trust and Safety team is immediately alerted about the transaction. If warranted, the seller's account may be restricted or suspended.

About closing the dispute

You can close the dispute (via the "My concerns have been resolved" option) at any time if the issue is resolved.

You can escalate the dispute (via the "I feel I have no other option but to report this seller" option) after the seller has responded at least once, between 30 and 90 days after the transaction date.

If you haven't resolved or escalated the dispute within 90 days from the end of the transaction, it will be closed automatically. When a dispute is closed automatically, the seller is not reported to eBay's Trust and Safety team and no further action is taken.

What if the seller doesn't respond to the dispute?

You can escalate the dispute and report the seller if they do not respond within 10 days.

Feedback and Item Not Received or Significantly Not as Described disputes

Buyers and sellers may leave Feedback for an item at any time as normal, even if there is an item not received or significantly not as described dispute open.
Participating in the item not received or significantly not as described process does not automatically affect a user's Feedback score or Feedback Profile.

Find out more about eBay's role.

Related Help topics

Contact Customer Support

Report breaches of eBay policy or problems with another eBay member.

Home > Help > Transaction Problems and Protections > Protection for Buyers > Item Not Received or Significantly Not as Described Process