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Get the item you ordered or get your money back*

How eBay Money Back Guarantee Works

Contact the Seller

If your item hasn't arrived or is significantly different to what was described in the listing, find the item in your Purchase history and select Return this item or I didn't receive it (under 'More actions').You need to do this within 30 days of the actual delivery date, or the estimated delivery date if the item hasn't arrived.

Visit My eBay →

Ask eBay to Step in

If the seller hasn't resolved your issue after three business days, you can ask us to step in and help through our Resolution Centre.

Visit Resolution Centre →

We'll Get Your Money Back Fast!*

We'll respond within 48 hours and, if you haven't received what you ordered, we'll quickly refund you through PayPal.

Need Some Help?

Read answers to frequently asked questions below. For more help and to contact our Customer Service team, visit our Help pages.

Go to Help →

Frequently Asked Questions

  1. Problem With Your Purchase
    • Do I need to pay extra for the eBay Money Back Guarantee?
      eBay Money Back Guarantee is free and automatically covers eligible purchases on Please refer to the eBay Money Back Guarantee policy for eligibility details.
    • What's covered by eBay Money Back Guarantee?
      Most transactions on are covered by eBay Money Back Guarantee when paid via eBay checkout. However, some exclusions apply. Please refer to the eBay Money Back Guarantee policy for full details of what's covered.
    • What if I haven't received an item?
      If the estimated delivery time has already passed, find the item in your Purchase history and select I didn’t receive it (under 'More actions').

      To review the estimated delivery date or check the address you provided for delivery, find the item in your Purchase history and select View order details (under 'More actions').
    • What if I've received something that doesn't match the item listing?
      If your item is significantly different to what was described in the listing, find the item in your Purchase history and select Return this item.
    • What determines if an item is "not as described"?
      A "not as described" item should be significantly 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; and/or
      • damaged during postage.
    • What if I no longer want the item I've purchased?
      eBay Money Back Guarantee doesn't cover general returns (e.g. returns for "remorse"). Most sellers offer returns – check the listing for full details of their return policy, including how long you have to return it and as who's responsible for paying return postage costs.

      To return an item, find the item 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, the 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 have received something that wasn't as described, the seller will often ask you to return it and then send a refund or a replacement.

      If a part was missing or requires repair, the seller may offer to send the missing part or offer a partial refund.
    • What should I do when a seller asks me to return an item?
      Many sellers ask you to return an item before they will send a refund or replacement. Send your item back to the seller so they can do this.

      We recommend sending items back 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 from the seller, and you don't need eBay to review your request, go to My eBay and close the request. Before you close the request, you should make sure it's fully resolved, including ensuring that you have received all refunds promised.

      Once a request is closed, it's not possible to open it again.
  2. Not resolved? Let us know
    • The seller didn't resolve my issue – how do I get eBay to help?
      If you have a request that has been open for more than three business days, you can ask us to help by going to your open request in My eBay and selecting Ask us to step in and help.
    • How long do I have to contact eBay 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 will need to contact our Customer Service team who will work with you to issue your refund.