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About the eBay Resolution process

About the eBay resolution process

If you run into problems with an item, the resolution centre can assist in sorting it out. We want you to be able to shop with confidence on eBay:

  • The eBay Resolution Centre will guide you through the steps to take if you don't receive your item, or it doesn't match what was described in the listing.

  • If you paid for an item with PayPal, you may be eligible for a refund of the purchase price and postage through PayPal Buyer Protection.

Step-by-step guide to resolving a problem

Here’s a step-by-step guide on how to resolve a problem:

Before you buy, check the item listing. Review the seller's Feedback, terms of sale, item description, and postage and payment methods. Make sure you're comfortable with the item and the terms the seller is offering.
Allow enough time to receive an item -- usually 10 days (depending on the handling time listed by the seller, plus the postage time determined by the postage method). Keep in mind the seller needs time to receive and confirm payment and post the item.
Email the seller, and make sure the seller can reach you. Follow up with the seller to get answers to your concerns. You can request the seller's email address or use the Ask a question link in the listing.
Check your email spam filter for messages. The seller may be trying to email you, but spam filters may be blocking the messages.
Check your own contact information in My eBay. It's possible that the seller is trying to email you, but your contact information is out of date. To check or change your email address, go to the Account tab in My eBay and click the Personal Information link.
Call your seller. Request the seller's contact information and give the seller a call.
Go to the eBay Resolution Centre. If you're not able to work things out with the seller, go to the eBay Resolution Centre. The centre will track steps that have been taken to resolve the problem. If you bought an item through PayPal, you'll automatically be directed to the PayPal Resolution Centre and you may be eligible under PayPal's Buyer Protection program.
Important: You can open a case only through the eBay country site where you purchased the item. Also, keep in mind there are deadlines for opening a case -- usually within 45 days of the listing ending.
Contact your credit card company. If we can't help you, your credit card company may be able to. Most credit card companies provide some level of purchase protection. Contact your credit card company to learn more.
Leave Feedback. Leave honest, fair, factual Feedback. This will let other members know about your experience with the seller and help keep eBay a safe place to buy and sell.

Note: If you purchased items as a guest, your items become eligible for buyer protection only after you register as an eBay member (registration is free).  

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Report listing violations or problems with another eBay member.
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