eBay
Money Back Guarantee

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FAQs

1. Problem with your purchase

What types of purchase does eBay Money Back Guarantee cover?

You’re covered by eBay Money Back Guarantee on eBay.com.au when you pay via eBay checkout using an eligible payment method.

It covers most types of items but excludes vehicles, heavy machinery, real estate, websites and businesses for sale, services, travel and event tickets, digital goods and intangible items, or anything listed as a Classified Ad.

Eligible payment methods are: PayPal, a credit or debit card, an eBay gift card or voucher, Afterpay, Apple Pay and Google Pay.

All details on eBay Money Back Guarantee are included on the policy page.

What should I do if I haven’t received an item?

Check your order’s delivery information in your Purchase history. You’ll see the estimated delivery date, and the address it’s being sent to.

If the estimated delivery date has passed, select More actions beside your item and then I didn’t receive it

This opens a request so we can track the seller’s response. You can check the status of the request at any time, and ask us to step in and help if needed.

What should I do if I’ve received something that doesn’t match the item listing?

Find the item in your Purchase history and select Return this item. Select your return reason and provide the seller with relevant details and images.

Once your return request is opened, we can track the seller's response. You can check the status of the request at any time, and ask us to step in and help if the seller has not resolved your concerns within 3 business days.

What determines if an item is ‘not as described’?

Sellers are required to deliver the item as it was described in the listing. An item is considered ‘not as described’ if you receive the wrong item or the item arrives broken, damaged or faulty (and was not clearly described as such). Examples include:

• Different item or version
• Wrong condition (e.g. the listing stated the item was ‘new’ when it’s clearly been used)
• Missing parts or components (e.g. a listing for a camera kit stated it would include a tripod, but it’s missing)
• Defective during first use (e.g. TV didn’t turn on)
• Counterfeit item
• Missing major parts or features, and this wasn’t mentioned in the listing
• Damaged during postage

When you open a return request, or if eBay is asked to step in, you may be asked to provide further information or photos related to the return reason.

What if I change my mind and no longer want something?

Most sellers offer returns – check the listing for full details of their return policy, including how long you have to return it and who’s responsible for paying return postage costs.

To return an item, find it in your Purchase history and select Return this item. Learn more about returning an item.

If a seller doesn’t honour their returns policy or doesn’t issue a refund after receiving the item back, you can ask eBay to step in and help.

What happens once I’ve contacted the seller?

Sellers should get back to you quickly to offer a resolution. They may ask you to provide further information.

For an item that hasn’t arrived, your seller should provide an update on the delivery of the item if they’ve used a courier or have tracking. They should offer a replacement or refund if something is lost.

If you received something that wasn’t as described, your seller will often ask you to return it and then send a refund or a replacement.

If a part was missing or requires repair, your seller may offer to send the missing part, or offer a partial refund.

What should I do when the seller asks me to return an item?

Many sellers ask you to return an item before they send a refund or replacement. Send your item back to the seller so they can do this.

For most returns, you’ll be able to print a tracked return postage label. Simply attach it to the parcel and drop the parcel off.

If no return label is available, make sure you use a tracked postage service to send the item back, and upload the tracking details to the return request.

What should I do once the seller has resolved my issue?

If you’re happy with the resolution provided by the seller and you don’t need eBay to step in, go to My eBay and close the request.

Before you close the request, you should make sure it’s fully resolved – for example, you’ve received the refund promised.

Once a request is closed, you can’t re-open it.

2. Not resolved? Let us know

The seller didn't resolve my issue – how do I ask eBay to help?

If you have a request that’s been open for more than 3 business days, you can ask us to review it.

Go to your open request in My eBay and select Ask eBay to step in.

How long do I have to get in contact if I have a problem?

To be covered by eBay Money Back Guarantee, you have up to 30 days from the actual or estimated delivery date to start a request.

If at least 3 business days have passed since you opened a request, and you’re not happy with the seller’s solution, you can ask us to step in and help.

If you don’t ask us to step in, your request will close automatically 21 days after you opened it. We’ll send you reminders so you don't forget.

3. We’ll sort it out

What happens when I ask eBay to help?

If you ask us to step in on your request, we’ll review all of the information and get back to you within 48 hours.

If we decide in your favour, we’ll refund you. Sometimes we won’t issue a full refund; this is normally because an item eventually arrived, or you decided to keep an item that wasn’t as described instead of returning it.

How will I receive my refund?

The purchase price and the original postage cost is refunded to your original payment method. (Note that for purchases paid using Afterpay, Afterpay will refund your card and/or adjust your repayment plan accordingly.)

If we’re unable to refund your original payment method, we’ll refund you as described in our eBay Money Back Guarantee policy.