What to do if you have postage problems
Find out what steps you can take if you encounter a problem after an item has been sent. Learn more about packing & posting items.
Remember, the seller is responsible for the item until it's in the buyer's possession. eBay Money Back Guarantee protects buyers if items arrive damaged, and sellers should consider insuring their items to protect themselves against damage or loss.
Information for buyers
The item you bought hasn't arrived yet.
Click View order details at the top of the page.
On the Order details page, check the estimated delivery date to determine when your item should arrive.
If the estimated delivery date has passed, or you can't find tracking information, the item may be covered by eBay Money Back Guarantee.
The item you bought arrived damaged.
Open a return request from My eBay > Purchase history and follow the on-screen instructions.
You feel the seller charged excessive postage.
If you feel that the seller has violated this policy, click the Report link at the bottom of the policy page or contact us.
Information for sellers
The item you sold was lost or damaged in the mail.
Other carriers may offer insurance for your item. Contact your carrier to find out more or make a claim.
Even if you didn't insure the item, you're still responsible for the item until the buyer receives it.
Contact the buyer to work out a solution. If you file an insurance claim, the carrier company or the insurance company may need to contact the buyer to verify the claim and inspect the item and its packaging before resolving your claim.
The item was returned undelivered.
It's your responsibility to send the item to the address on the eBay Order details page or the PayPal Transaction Details page. It's the buyer's responsibility to have the correct address on the transaction.
If you sent the item to the address on the eBay Order details page or the PayPal Transaction details page, and it was returned, contact the buyer to work out a solution. If the buyer still wants the item, the buyer should reimburse you for the additional postage costs. If you'd like, you can send the buyer a PayPal invoice for this cost.