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If you ever have a problem with a transaction on eBay, it's usually best to first try to resolve it directly with your seller. Here are some tips for contacting and communicating with your seller.
As backup, if you paid for your item using PayPal you can contact the PayPal Resolution Centre and may be protected through the PayPal Buyer Protection program. If you used another payment method you can also contact the other required Safer Payment Method providers and accepted payment providers to ask if they offer buyer protection programs.
PayPal Buyer Protection
PayPal Buyer Protection helps you if you don't receive your item or the item is significantly different from its description in the seller's listing. Eligible transactions may be protected up to the full purchase price and original postage charges to a maximum of AU$20,000. Certain categories are excluded, including vehicles in the Motors category, capital equipment in the Business & Industrial category, items in the Adult Only category, Real Estate, and Live Auctions.
An item is protected by PayPal Buyer Protection if it meets the following eligibility requirements:
You purchase your item on eBay.
You use PayPal to pay for the item.
You use the seller's email address associated with the listing. To ensure this, use the Pay Now button when the eBay listing ends.
The seller's eBay listing is for a physical item. Services and intangible items aren't protected.
You file only one claim per PayPal payment.
You open the case within 45 days of the PayPal payment and escalate it to a claim if needed within 20 days of opening the case.
PayPal Resolution Centre
If you paid for your item with PayPal, but you didn't receive your item or the item is significantly different from its description in the seller's listing, go to the PayPal Resolution Centre to open your case. This is the first step in filing a claim for coverage under PayPal's Buyer Protection program.
Timing is important:
You can open a case in the PayPal Resolution Centre up to 45 days after your PayPal payment.
The seller has 7 days in which to respond. If the seller doesn't respond, you can escalate the case to a claim on the 8th day.
If you don't reach a resolution or payment with the seller, you need to escalate the case to a claim within 20 days of opening the case.
To open a PayPal claim:
Select the PayPal transaction ID of the eBay item you want to report.
Select the nature of the problem with the item.
Wait for the seller’s response. The seller can reply to you, send a full or partial refund, or send the issue to PayPal for further research. You'll receive an email when the seller does any of these things.
If the seller doesn’t respond within 7 days or you’re unable to reach an agreement with the seller, escalate the case into a claim.
PayPal will notify you of the outcome of the claim. If PayPal finds in your favour, you may be reimbursed for your claim. If you receive a refund, it will appear as a credit to your PayPal account.
If you can't resolve the problem with the seller, you need to escalate the case to a claim within 20 days and you may be protected under PayPal Buyer Protection.
For more about opening cases and claims on PayPal, read about the PayPal resolution process.
Tracking a case
You can track an open case in PayPal's Resolution Centre. You can also get to it from your listing in the Won view in My eBay or the eBay Resolution Centre. You'll see the status of the case and whether any action is required. To view more details, click the View claim link to be redirected to PayPal’s Resolution Centre.
Quick answers about PayPal Buyer Protection
What is the amount of coverage?
Each eligible transaction automatically receives coverage up to the full purchase price and original postage charges (up to AUD$ 20,000). See eligibility.
Does it cost extra for PayPal Buyer Protection?
No, PayPal Buyer Protection is free.
How do I receive a refund?
Start by talking to your seller. If that doesn't work, open a case in the PayPal Resolution Centre. If the seller doesn’t respond to the case or if you and the seller are unable to reach an agreement, you can escalate the case into a claim.
PayPal will notify you of the outcome of the claim. If you receive a refund, it will appear as a credit to your PayPal account.
How long do I have to open a case?
You need to open a case within 45 days of the PayPal payment.
If you’re unable to resolve the case with the seller, you need to escalate the case into a claim within 20 days of opening the case.
Who do I contact if I have questions?
Please contact PayPal Customer Support.
The fine print
Your coverage may vary based on the currency you use to make payment. Find out about eligibility.
Eligibility for buyer protection services is also determined by the eBay country site where the item was purchased. You can review how your purchase is protected on the item page.
A message from our lawyers
The PayPal service is provided by PayPal Australia Pty Limited (ABN 93 111 195 389) which holds an Australian Financial Services Licence, number 304962. eBay International A.G is an authorised representative number 308318 of PayPal for the purpose of providing information about PayPal. eBay and PayPal are not acting as your agents, are not providing personal financial advice to you and do not take your individual circumstances into account in providing information about PayPal. You should consider PayPal's
Combined Financial Services Guide and Product Disclosure Statement
before deciding to sign-up for or use the PayPal online payment service. For further information about PayPal services visit the PayPal website at
PayPal Buyer Protection and PayPal Seller Protection are also subject to the terms and conditions in PayPal's User Agreement, incorporating the Buyer Protection policy and Seller Protection policy which include details on eligibility criteria and the discretionary nature of the policies.