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 or an eBay invoice using PayPal, a credit or debit card, or an eBay gift card or voucher.

It covers most types of items but excludes vehicles, real estate, websites and businesses for sale, services, tickets, digital goods and intangibles, as well as Classified Ad listings.

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.

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 determines if an item is ‘not as described’?

A ‘not as described’ item should be materially different from what the seller described in the item listing. This includes:

• 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

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

eBay Money Back Guarantee doesn’t cover general returns. 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.

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.

We recommend using a tracked postage service, and uploading the details to the return request. Keep hold of the tracking number as this is proof that you’ve returned the item to the correct return address. Sometimes you’ll automatically be provided with a tracked returns label.

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 three business days, you can ask us to review it.

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

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 delivery date, or estimated delivery date for items not received, to start a request.

If at least three 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 30 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 through PayPal or as otherwise agreed. 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?

We (or the seller) will refund the purchase price and the original postage cost to the PayPal account you used to buy the item.

If you didn’t pay with PayPal or don’t have a PayPal account, you’ll need to contact our Customer Service team who will work with you to issue your refund.