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What to do if you didn't receive an item or it doesn't match the listing description
The information on this page relates to the eBay Money Back Guarantee process, which covers eligible purchases from 1 November 2014.

If you bought an item before 1 November, try to resolve the issue with your seller. If you paid with PayPal, you may be eligible for PayPal Buyer Protection.


Shop with confidence on eBay. We're here to help.

If you didn't receive your item or it doesn't match the listing description, your purchase price plus original postage may be covered by eBay Money Back Guarantee. If you have a problem, we're here to help.

If you didn't receive an item

  • After you pay for your item, check the estimated delivery date on the Order details page of your purchase in My eBay.

  • The seller may also provide you with tracking information. Check the package tracking to see when the seller sent the item.

If the estimated delivery date has passed, or you didn't receive tracking information, and you haven't received your item, eBay Money Back Guarantee can help. Learn more about eBay Money Back Guarantee.

If an item doesn't match the listing description

If the item doesn't match the listing description, start a return request.

To return an item:
  1. Go to My eBay > Purchase history and find the item.

  2. In the More actions drop-down menu, select Return this item.

  3. Select a reason for the return.

  4. Follow the on-screen instructions.

Learn more about eBay Money Back Guarantee.

Tip: If you purchased an item using free in-store pickup or same day delivery, and it doesn't match the listing description (it's broken or missing a part, for instance), return the item to the store where you made the purchase. If the seller doesn't resolve the issue, you can open a request in My eBay.

About refunds

  • If the seller gives you a refund, you usually receive it through the same payment method that you used to pay for the item.

  • If you bought an item with a payment method other than PayPal, we'll ask you to confirm receipt of the refund.

  • A full refund is one that covers the cost of the item and your postage costs. If you've received an item and want a full refund, you'll usually be asked to send the item back to the seller.

Timing

If you open a return request for an item that didn't match the listing description, or report that you didn't receive an item, you have a limited amount of time to take some actions. Be sure to follow these time guidelines.

Timelines

  • If you haven't received an item: You can open a request for a refund after the estimated delivery date has passed. You must open the request within 30 days of the estimated delivery date. Learn more about eBay Money Back Guarantee.

  • If you received an item and it doesn't match the listing description: You can open a return request no later than 30 days after the actual (or latest estimated) delivery date. If no estimated delivery date is available, we consider the latest estimated delivery date to be 7 days from the payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries.

The seller has three business days to resolve the issue from the time you start a return request for an item that doesn't match the listing description, or request a refund for an item you didn't receive. If three business days have passed since you started your request and the seller hasn't resolved the issue, you can ask us to step in and help. If you don't contact us within 30 days of starting a request, we assume the issue has been resolved and we close the request.

Learn more about eBay Money Back Guarantee timelines.

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