About Buyer Protection Programmes

Note: 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.

If you experience transactional problems with a seller, there are several programmes and processes that can help. Here’s an overview of what’s available:

Programme Name	When You Should Use It	What’s Covered
PayPal Buyer Protection	If you have paid for the item through PayPal.	Up to £500.00 or the purchase price, whichever is lower.
Item not received or significantly not as described process	If you have paid for an item, but didn’t receive it, or you paid for and received an item, but it was significantly different from the item description	eBay facilitates communication between the buyer and the seller through the dispute console, an online communication tool. All information posted in this tool will be accessible anytime by you, the seller, and eBay Customer Support.

Step-by-Step Guide to Buyer Protection

Most common issues can be resolved by communicating directly with the seller, even before using buyer protection programmes. eBay recommends following these steps in this order:

Step	Details	Timeframe
1. Check the item listing.	Review the seller's terms of sale, item description, and delivery and payment terms. Have you allowed enough time for the seller to receive and confirm payment?	First 10 days after the listing ends
2. Email the seller.	If you're still concerned, email the seller with your questions. If you don't have the seller's email address, you can request it from eBay or use the "Ask seller a question" link on the item page.	First 10 days after the listing ends
3. Check your email spam filters for messages from the seller.	It's possible that the seller is trying to email you but your spam filters are blocking the messages.	First 10 days after the listing ends
4. Check your own contact information.	It's possible that the seller is trying to email you but your contact information is incorrect. Go to "My Account" in My eBay and click "Personal Information." Make sure your email address is correct.	First 10 days after the listing ends
5. Call your seller.	Request the seller's contact information and give the seller a call.	Any time after completing the first four steps
6. File a complaint with PayPal.	If you paid with PayPal, please visit the PayPal Resolution Centre to file a complaint. You may be eligible for up to £500.00 through PayPal Buyer Protection.	First 45 days after the listing ends
7. Report an item not received or significantly not as described.	Use the dispute console in My eBay to report an item not received or significantly not as described. The dispute console is designed to make communication between buyers and sellers easier. Note: You can only open a dispute through the specific eBay country site where you purchased the item.	10 to 60 days after the listing ends
8. Contact your credit card company.	Credit card companies typically provide some level of identity and purchase protection. Contact your credit card company to learn more. Note: If you paid with your credit card through PayPal, we encourage you to try PayPal’s complaint filing process first.	First 45 days after the listing ends
9. Report the Seller to eBay.	Once you have completed the item not received or significantly not as described process, you can report the seller to eBay’s Trust & Safety team. The team is alerted about the transaction immediately, and if warranted, the seller’s account could be restricted or suspended..	After completing the Item Not Received or Significantly Not as Described process, but within 90 days after the listing ends

Note: If you have purchased items as a guest, your items will become eligible for buyer protection after you register. Additionally, claims must be filed within 45 days of the PayPal payment.

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