Vehicle Purchase Protection Claims Procedure

What do I do if I have Problem with the Purchase of a Vehicle?

If you have encountered an issue or concern with your recent vehicle purchase, we recommend you:

1. Try to work things out with the seller. You can email the seller or if you do not have your seller's contact information go to eBay Help Finding eBay Members page and fill in the requested fields appropriately. Contacting the seller often leads to a resolution of the issue as most eBay Motors sellers address buyers' complaints quickly and fairly.
2. Go to the Security and Resolution Centre to report a problem and follow the "Item Not Received or Significantly Not as Described process". This will log the problem and facilitate buyer and seller communication and resolution.
3. If you cannot resolve the issue with the seller then you may be eligible to make a claim under the Vehicle Purchase Protection cover* provided by a major insurer. Prior to claim lodgement, please note you must have made every attempt to resolve your issue with the seller beforehand and also utilised the Security and Resolution Centre for assistance before your claim can be lodged. Claims cannot be lodged within the first 14 days from the date the listing ended. For more information contact Marsh Pty Ltd on 1300 790 725 or email vppclaims.australia@marsh.com

*Terms and conditions apply. Vehicle Purchase Protection insurance only applies to the purchase of an eligible vehicle by an eligible purchaser. We recommend that you read the Terms and Conditions and the full policy wording for further details of the VPP program including information on what is covered. If you have questions regarding the coverage or wish to make a claim under the insurance policy please contact the Program Administrator: