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“We guarantee you get the item you ordered or your money back.”
- Tony, eBay UK

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Free, automatic coverage

We want you to shop hassle-free on eBay.

Most purchases go through with no problems at all. However, if your item doesn’t arrive or wasn’t what was described in the listing:

  • We'll make sure that you get the item you ordered; or
  • You’ll be refunded the purchase price and original postage costs if you paid using PayPal.

How does it work?


Contact the seller

You can do this via My eBay, and in most cases sellers will fix the problem straightaway.

You’ll need to contact the seller within 30 days of the actual delivery date, or the estimated delivery date if an item hasn’t arrived.


Not resolved? Let us know

If after 8 days your issue isn’t resolved, let us know and we’ll step in and help.


We’ll get your money back fast

We'll get back to you within 48 hours. And if you haven’t received what you ordered, we'll quickly refund you through PayPal.

We’ve got you covered

eBay Money Back Guarantee covers over 99% of listings on when you pay with PayPal.

Some types of listings are excluded: vehicles, real estate, businesses for sale, and digitally delivered goods or service. You can find all the details on the eBay Money Back Guarantee policy page.

Remember, if you paid as a PayPal Guest you can’t use this process, but you’re still covered by PayPal Protection. You’ll also need a PayPal account to use the eBay Resolution Centre.

Need some help?

Have a look at some frequently asked questions below.

If you have any other questions, get in touch with our Customer Support team:
8am – 10pm Monday to Friday
9am – 6pm Weekends

Contact Us




1. Problem with your purchase

What types of purchases does eBay Money Back Guarantee cover?

You’re covered by eBay Money Back Guarantee on when you pay with PayPal.

It covers most purchases sent by post – more than 99% of eBay listings. It excludes vehicles, real estate, businesses for sale, digitally-delivered goods or services. All details on eBay Money Back Guarantee are included in the policy page.

How do I contact the seller?

Firstly find the item in your Purchase History in My eBay. Select Contact Seller under More Actions, and then select the reason you want to contact them.

Using My eBay means that we can track the seller’s response, and help if we’re needed.

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

Contact your seller if the estimated delivery date has passed. Make sure you select ‘I didn’t receive my item’; we’ll then automatically open a request so we can track the seller's response and help if needed.

You can view the estimated delivery date within your Purchase history in My eBay. Click on More actions to the right of the item you bought and then View order details.

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

Contact your seller via My eBay and make sure you select ‘I received an item that wasn’t as described’.

We’ll then automatically open a request so we can track the seller's response and help if we’re 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
• Items that arrive much later than promised and can’t be used (e.g. concert tickets)

What should I do if I received my item, but it arrived late?

Anything that arrives much later than promised and can’t be used (e.g. concert tickets arrived after the concert) will be classified as 'not as described'.

Contact the seller via My eBay and select ‘I received an item that wasn’t as described’. We can then track the seller’s response and help if needed.

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

eBay Money Back Guarantee doesn’t cover general returns. Most business sellers offer returns and show the details within their listings. This includes who’s responsible for paying any returns postage costs.

Business sellers who accept returns, give you at least 14 calendar days to let them know if you’d like to return something.

To return an item, go to your Purchase history in My eBay to find your item. Select Return this item from the More actions menu. Learn more about returns.

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 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 does opening a ’request’ mean?

A request will be opened if you’re not able to resolve an issue with your seller after the purchase. When you ask us to step in and help via My eBay, a request is opened on your behalf.

You can track the progress of your request and will be notified of the resolution.

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 service for returning items (e.g. Royal Mail Signed For). 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?

Make sure your issue is fully resolved, for example, you’ve received the refund promised. Once you’re happy with the resolution your seller provides, close your request in My eBay.

Remember, 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 8 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 contact the seller.

If at least 8 days have passed since your first contact with the seller, and you’re not happy with their solution, you can ask us to review your request.

Your request will close automatically after 30 days if you don’t get in contact with us. We'll send you reminders so you don't forget.

3. We’ll sort it out

What happens if I ask eBay to review my request?

If you ask us to review an open 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. This will usually happen immediately if you haven’t received an item.

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 and how much will I get?

We (or the seller) will refund the PayPal account you used to buy the item. Learn more

If you haven't received an item or returned an item that wasn't as described, you’ll be refunded the purchase and original postage costs.

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