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Resolving buying problems

We want your shopping experience on eBay to be fun and easy. Most eBay transactions are completed without any issues. But if anything does go wrong, we're here to help.

Solve a problem

If your item hasn't arrived, or doesn't match the listing description, you may be covered by eBay Money Back Guarantee.
Most refunds come to your PayPal account, and you can find them in your PayPal account overview.
If the refund was a result of returning an item or an eBay Money Back Guarantee request, you can check the request details in My eBay to see the status of the refund, and ask us to step in and help if necessary.
If you haven't placed a bid yet, use the Ask a question link in the listing. If you've already won or bought the item, email or call the seller and ask if a different payment method can be worked out.
If you buy an item and the seller doesn't receive payment within four days, they may open an unpaid item case. If you don't respond within four days after the case is opened, we may record the unpaid item on your account.
Repeated unpaid times can result in limits or loss of buying privileges. Learn more about our unpaid item policy.

Help topics


Trading tips for buyers
Read these recommendations and shop with confidence.

Knowing your seller
Get to know your seller.

Choosing items confidently
These tips will help make your decision to buy easier.

Returning an item
Learn how to return an item you purchased on eBay.

Contacting eBay members
Trying to get in touch with someone? Find out how.

Communicating with your trading partner
Sometimes misunderstandings happen. These tips will help you work things out.

Buyer protection programs

eBay Money Back Guarantee
We can help if you didn't receive an item or it doesn't match the listing description.

PayPal Buyer Protection
PayPal offers buyers a protection program for eligible transactions. Find out if you qualify.

Beyond the basics

What to do if you don't receive an item or it's not as described
Your item may be covered by the eBay Money Back Guarantee. Learn what to do next.

Appealing unpaid items
Find out how to appeal an unpaid item recorded on your account.

Protecting yourself against scams
You can avoid scams by knowing what to look for. Find out what kinds of scams are out there and how you can protect yourself.

Our role when you need to resolve a problem
Find out what we can do if you have a problem with a transaction on eBay.

Contact us

Need help?

 Contact us

Ask eBay members

Get help from other eBay members. Visit the Answer Centre to post a question.