PayPal Buyer Protection

If you have paid for the item through PayPal.

Most items paid for by PayPal on eBay.com.au could be eligible for up to AU$ 20,000 in PayPal Buyer Protection if you don't receive the item or it is significantly not as described by the seller. Conditions apply.* PayPal Buyer Protection applies to tangible or physical goods that can be shipped. It does not include intangibles, services, licences and other access to digital content, vehicles, airline flight tickets, and items prohibited in the PayPal Acceptable Use Policy.

Item Not Received or Significantly Not as Described Process

If you have not received an item, or you have received it but it’s significantly not as described.

eBay facilitates a communication process between the buyer and the seller.

eBay Motors Vehicle Protection Programs

If you have purchased a vehicle on eBay Motors.

Up to AU$20,000 or the vehicle price, whichever is lower.**

1. Check the item listing.

Review the seller's terms of sale, item description, and postage and payment terms. Have you allowed enough time for the seller to receive and confirm payment?

First 10 days after the listing ends

2. Email the seller.

If you are still concerned, email the seller with your questions. If you don't have the seller's email address, you can request it from eBay or use the "Ask seller a question" link on the item listing page.

First 10 days after the listing ends

3. Check your email spam filters for messages from the seller.

It's possible that the seller is trying to email you but your spam filters are blocking the messages.

First 10 days after the listing ends

4. Check your own contact information.

It's possible that the seller is trying to email you but your contact information is incorrect. Go to "My Account" in My eBay and click on "Personal Information." Make sure your email address is correct.

First 10 days after the listing ends

5. Call your seller.

Request the seller's contact information and give the seller a call.

Any time after completing the first four steps

6. File a dispute with PayPal.

If you paid with PayPal, you should file a dispute within 45 days of the payment date. To do so, go to the Dispute Console in My eBay and click on Report on Item Not Received or Not as Described and follow the instructions.

If you do not reach a satisfactory conclusion, you can escalate the dispute to a claim within 20 days after you filed a dispute. PayPal will investigate your claim and determine whether you are eligible for PayPal Buyer Protection.

First 45 days after the listing ends

7. Use eBay's Item Not Received or Significantly Not as Described process.

eBay's Item Not Received or Significantly Not as Described process is designed to make communication between buyers and sellers easier.

10 to 60 days after the listing ends

8. Contact your credit card company.

Credit card companies typically provide some level of purchase protection. Contact your credit card company to learn more.
Note: If you paid with your credit card through PayPal, we encourage you to file a dispute with PayPal first.

First 45 days after the listing ends

9. Report the seller to eBay.

Once you have completed the Item Not Received or Significantly Not as Described process, you can report the seller to eBay’s Trust & Safety team. The team is alerted about the transaction immediately.

After completing the Item Not Received or Significantly Not as Described process, but within 90 days after the listing ends