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Appealing unpaid items


We want sellers and buyers to feel confident that their trading partner will follow through on a sale. That's why, when a buyer doesn't pay for an item after winning it or using Buy It Now, the unpaid item is recorded on that buyer's account. eBay may place restrictions on buyers' accounts if unpaid items have been recorded.

Occasionally, there may be reason to remove an unpaid item from a buyer's account. If you have evidence that you paid for the item before the unpaid item case closed, you should appeal the unpaid item through Customer Service. Keep in mind that the seller can't remove the unpaid item – you need to contact us directly.

How to appeal

Use the online Unpaid Item Appeal form.

Accepted forms of proof
Proof What to include in the appeal

Copy of a cheque or money order

  • Photocopies of the front and back of your cheque or money order as proof of payment

  • The item number and your User ID on the copies

Email communication between you and the seller

  • Copies of emails that you sent to the seller

  • Email communication between the seller and yourself showing the item was paid for (include the email headers from the emails)

Copy of payment confirmation from PayPal or other payment service

  • A copy of your payment confirmation email from PayPal or a confirmation email from another payment service (include the email headers from email

Proof that the seller left you positive feedback for the transaction

  • If the seller left you positive feedback, send eBay an email including the item number

Proof that the seller excused you from the transaction

  • A copy of the email showing that the seller excused you from the transaction (include the email headers from the emails)

To send the appeal by fax:

  • Write “Bidder Appeal” on the fax cover page.

  • Send the fax to 02 94750629

  • Include the proof of payment, along with the item number and your user ID.

Faxed appeals take up to 10 business days to process.

What if I have a reason for not paying?

In general, you are expected to pay for all items that you purchase or win. However, there may be cases in which you feel you have a valid reason for not paying. Check the table below for guidance.

Reasons for not paying

Seller changed the price, postage costs, or payment method after the sale.

This is a violation of the rules for sellers. If this occurs, contact us.

The seller was suspended.

Appeal the unpaid item.

I didn’t order the item. I suspect that my account may have been accessed by someone else.

Report the account theft and then take steps to secure your account.

Contact us

Need help?

 Contact us

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