eBay Buyer Protection - Dispute Resolution Process
Important Updates for Cross Border Sellers and Buyers
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eBay is introducing an updated and expanded Buyer Protection for when buyers claim an item was not received or the item they received was different than described in the listing.

The expanded eBay Buyer Protection is designed to:

  • Help buyers and sellers resolve disputes in fewer steps, and provide buyers with a more familiar ecommerce resolution experience.
  • Offer an option to contact eBay if buyers and sellers can't reach resolution themselves. We'll take a more active role in ensuring transaction problems are resolved.
  • Keep most of the same definitions and policies that PayPal uses to resolve "item not received" and "item not as described" disputes.

The eBay Buyer Protection brings about a new process intended to be a process that is more efficient, with fewer steps and a quicker time frame. It also manages the interaction between buyers and sellers differently. In the new process, direct communication between buyers and sellers will continue to be strongly encouraged. However, in the event this doesn't work, buyers and sellers will also have the option to contact eBay. We'll be taking a more active role in ensuring transaction problems are resolved.

In some cases when we determine the seller was not responsible, we may refund the buyer at our own expense.

Gradually, similar eBay Buyer Protection will be introduced on other sites of eBay. The scope of eBay Buyer Protection may vary from site to site and you are advised to review the details of the eBay Buyer Protection, the policy and process on each eBay site before you list. We will also update the information on these pages from time to time for your reference. All sellers must follow the eBay Buyer Protection on the site they list or transact.

The eBay Buyer Protection applicable to each eBay site will become the primary avenue for buyers and sellers to resolve eBay transaction issues. You can find more information on these eBay Buyer Protection Pages or from the relevant eBay site.

Failure to follow and comply with the eBay Buyer Protection may result in a range of actions including:

  • A decision may be made by eBay against you in respect of a claim. In that case, eBay may refund the buyer for an eligible claim and require sellers to reimburse eBay for the refund
  • Restriction or suspension of your account
  • Limit on account privileges
  • Loss of PowerSeller or Top-rated Seller status and associated fee discounts

The New eBay Resolutions Process for eBay.com and eBay.co.uk:

This information is important if you sell on eBay.com, eBay.co.uk or if you sell or ship internationally to buyers in the US or the UK.

A new eBay dispute resolutions process has been introduced for buyers who purchase on the ebay.com and ebay.co.uk sites.  This process applies when buyers claim an item was not received or was not as described in the listing.   The policies relating to the two sites differ in certain areas and we recommend that you familiarise yourself with both.

US eBay Buyer Protection Policy : http://pages.ebay.com/help/policies/buyer-protection.html

UK eBay Buyer Protection Policy : http://pages.ebay.co.uk/help/policies/buyer-protection.html

The new eBay resolution system for items purchased on eBay.com and eBay.co.uk will serve as the primary resource for buyers who are unable to resolve disputes with sellers, including sellers not registered on eBay.co.uk or eBay.com.  As a seller who is not registered on eBay.com or eBay.co.uk, you will be notified of new eBay cases via e-mail. 

Buyers purchasing from sites other than eBay.com and eBay.co.uk will continue to use the existing resolutions process on their site.

You may also continue to receive resolution cases through the existing PayPal Resolution Centre, while buyers are moved over to the new eBay process. 

Also, claims for unauthorized payments made via PayPal will continue to be managed in the PayPal Security Centre. 

If you list items on ebay.com or ebay.co.uk, even though you are registered on a different site, this process could affect you.  This section gives an overview of the new process and what you need to do as a seller. 

This process will also apply to you, if you list items on eBay sites other than eBay.co.uk or eBay.com, and you choose to list your items for sale internationally or offer to make your products available, sell or ship to buyers in the US and UK, these buyers will be able to make claims under the eBay Buyer Protection Policy on eBay.co.uk or eBay.com . 。

Case

If a buyer has a problem with an item they have bought from you on or through eBay.com or eBay.co.uk, then they can contact eBay if they have not been successful in resolving it directly with you. The problem may be that they did not receive the item they bought or that it was not as described in the listing.   A case may then be filed (Please note that in the eBay.co.uk policy, these are “Significantly Not As Described” or SNAD cases.  In the eBay.com policy, these are “item not as described” cases.).  Once the case is filed, we will notify you by email.

What you as a seller need to do

Working Things out with the Buye

You can respond to the case raised against you by logging into the site where you sold the item – ebay.com or ebay.co.uk.  Log into the site where the buyer purchased the item, and follow the instructions. These instructions will be in English.  If you sold the item to a buyer on ebay.co.uk, you will have 10 days  to respond to the buyer before further steps are taken. If you sold the item to a buyer on ebay.com, then it will be 7 days

Decision

After the end of the 7 or 10 day period, if no response is made to the buyer or if either you or the buyer escalates the case, then eBay will review the case.  We may either find in favour of you, the seller, or we may find in favour of the buyer.

Finding for the Buyer

If we find in favour of the buyer, then we will refund the buyer for the transaction.  As we pay money out to the buyer where a claim is covered, we will seek to recover the money from you.

Seller Reimbursement to eBay

We require eBay sellers to comply with our resolution process. Sellers permit us to make a final decision, in our sole discretion, on any claim that a buyer files with eBay under the eBay Buyer Protection Policy. If we resolve a dispute in the buyer's favor, we will refund the buyer for the cost of the item and the original shipping, and we will require the seller to reimburse us for the refund. Without limiting the foregoing, sellers may not have to pay a reimbursement for an eBay claim if they provide the documentation (for example, Delivery Confirmation or proof that the item was as described) indicated in relevant policy and requirements.  Other requirements for reimbursements from sellers:

  • Sellers must have a reimbursement method on file with eBay.
  • For transactions paid with PayPal, sellers agree to allow us to remove funds from their PayPal accounts to reimburse buyers. Sellers may change this reimbursement method by contacting eBay.
  • Where there are insufficient funds in PayPal accounts, transactions are not paid with PayPal, or where PayPal is not the reimbursement method of a seller, we will require another reimbursement method.

For future claims where a determination is made against the seller, we will notify the seller and continue to charge the sellers preferred method for any reimbursements made under the eBay Buyer Protection Policy. Changing a reimbursement method will not affect eBay's use of a payment method on file for other purposes (such as payment of eBay fees). If sellers do not provide eBay with a valid reimbursement method, we may collect amounts owed using other collection mechanisms, including retaining collection agencies. We may also suspend or restrict sellers from trading on our sites until payment is made.

Consequences of non payment of Buyer Refunds to eBay

Where a seller fails to comply with the eBay Buyer Protection policy, eBay may also:

  • remove any special status associated with the account (including, without limitation, PowerSeller and eBay Top-Rated Seller status);
  • reduce or eliminate any discounts received by the seller;
  • decrease visibility of the seller’s listings in search results;
  • place certain requirements regarding payment options offered by the seller and potential holds on payments made through PayPal; or
  • restrict or suspend the seller’s account.

 How to contact CS

If you have questions on the process or your specific case, please contact Customer Support in the usual way.

Appeals

If a case is closed in the buyer's favor,  a seller may appeal the decision by providing the appropriate documentation and contact Customer Support.  If the decision is reversed, the seller will be refunded the reimbursement amount back to the original reimbursement method.

Below, you’ll find more information about the topics relating to this new process on eBay.co.uk and eBay.com:

TAKE ACTION:

  • Because buyers can submit claims through eBay and PayPal, watch for incoming emails from eBay about resolution issues, and continue to monitor the existing PayPal Resolution Centre. 
  • If you receive an email from eBay resolutions about one of your transactions, act promptly.  You can find these emails in the My Messages section of the site, and on the email account you have on file with us.
  • Use postage services that provide delivery confirmation and where required, signature confirmation, and upload tracking information into My eBay.
  • Clearly describe the items you’re selling and explicitly highlight any flaws, so that buyers understand exactly what they will receive. Use descriptive text and include enough pictures to capture the true condition of the item.

 

Sellers' Frequently Asked Questions about the eBay Buyer Protection Policy on eBay.com & eBay.co.uk




What are the differences between eBay Buyer Protection and PayPal Buyer Protection?

Here are the principal differences between the two programs:

  • The timing is different. On eBay, the seller has seven days (on eBay US) or ten days (on eBay UK) to respond to a buyer's claim. On PayPal the seller has longer to respond.
  • eBay Buyer Protection covers all acceptable eBay payments, not just PayPal.
  • In the event eBay finds a seller at fault for a claim, and the seller has not already refunded the buyer, eBay will reimburse the buyer and request the seller to reimburse e Bay for the amount of the reimbursement through PayPal.

How sellers are protected from a losing a claim?

For "item not received" claims sellers are protected from losing a claim if they provide evidence of proof of delivery to eBay. Proof of delivery is tracking information from a shipping company that clearly displays:

  1. the delivery status of the item as "delivered,"
  2. the date of delivery (which reflects the seller shipped within stated handling time)
  3. the recipient's address, displaying at least the city/state or ZIP code (or the international equivalent), and
  4. for items $250 USD (or local currency equivalent) or more (eBay.com) or for items £150 or more (or local currency equivalent) (eBay.co.uk), proof of the recipient's signature to confirm delivery is required.

Please note that for transactions taken place on eBay.com, to be eligible for this protection, sellers must post the item within 7 days of their stated handling time, and respond to the eBay resolution process in a timely manner.

For "item not as described" claims, sellers may be protected from losing a claim if they provide clear documentation that the item was described properly. For example, claims may be resolved in the seller's favor when the seller provides documentation that:

  1. the buyer complains that the item is used, not new, and the listing clearly describes the item as used, or
  2. a defect in the item was correctly described by the seller, or
  3. the item was properly described, but the buyer didn't want it after they received it, or
  4. the item was properly described but did not meet buyers' expectations, or
  5. the item has minor scratches and was listed as used condition.

For eligible claims filed through the PayPal Resolution Centre sellers are protected from losing a claim by PayPal Seller Protection.

Please click here for more details on Proof of Delivery and Proof of Shipment.

How will eBay display new claim alerts?

If you receive notification of a case filed for a transaction on the eBay.com or eBay.co.uk site, you will need to log into the relevant site, and go to the eBay Resolution Centre to manage the case.  For UK, this is found at: http://resolutioncentre.ebay.co.uk/. For US, this is found at: http://resolutioncenter.ebay.com/

Chargebacks for transactions originally paid for via PayPal will continue to be shown in the PayPal Resolution Centre.

Can I appeal an eBay Buyer Protection decision?

If a case is closed in the buyer's favor, a seller may appeal the decision by providing the appropriate documentation via the eBay Resolution Centre .

Hong Kong, China, Southeast Asia and Taiwan sellers can also contact our Customer Support by Email for appeal process.

What if my appeal is successful?

If the decision is reversed by eBay on appeal, the seller will be refunded the reimbursement amount back to the original reimbursement method, however, any eBay or PayPal fees associated with the transaction will not be refunded.

Will I be charged if eBay closes a claim on my behalf?

If the buyer's claim is closed in your favor, you don't have to refund eBay or the buyer.

What happens to eBay selling fees for disputed transactions?

The final value fees paid to eBay as part of the original transaction will be refunded if you respond to a buyer's claim by providing the buyer with a full refund including the cost of the item and original shipping (and accepting a return in the case of "item not as described"). eBay fees will also be returned in counterfeit claims where a buyer and seller have not come to resolution.

What happens if the buyer's claim is closed in the buyer's favor?

If we resolve a dispute in the buyer's favor, and refund the buyer for the claim, the seller will be required to reimburse us for the refund. (Please see below on reimbursements "How are reimbursements payments managed under the eBay Buyer Protection?" for more information.)

Sellers with a large number of claims relative to their total sales may be at risk of violating eBay's Seller Practices policy.

If the buyer alleged that the item you sold was not authentic and that claim was resolved in the buyer's favor, eBay may impose sanctions on you, up to and including suspension of your account. See "What happens if a buyer believes an item is counterfeit?" in the US eBay Buyer Protection Policy and in the UK eBay Buyer Protection Policy for more details.

How much time do buyers have to wait before filing a claim?

Buyers can contact eBay customer support at any time with issues or questions. However, we may ask buyers to wait until a reasonable amount of time after payment has cleared before pursuing a claim. In most cases, we will look at the total of:

  • The seller's stated handling time prior to shipment
  • Estimated transit time based on the type of shipping and the destination of the item, allowing for customs clearance if the item was sent internationally
  • Plus an extra cushion of three days in most cases, to accommodate shipping variability

In cases where the seller offered overnight shipping and the buyer selected it, we will require only one day of cushion. In cases where the seller did not specify handling time or a shipping carrier, we will not accept item not received claims until after 7 days from the payment date.

In the event of a national emergency or extreme weather conditions, we may at our discretion ask buyers to wait longer.

Buyers can file item not as described claims upon receiving the item, but are encouraged to first contact the seller to resolve the issue.

Is there a time limit for a buyer to place a claim?

Generally, buyers will have 45 days from payment to file a claim—the same as with the current PayPal dispute resolution system. Exceptions may be made based on factors such as member account information, listing information, item location, and shipping method.

What if the item is still in transit when the buyer claims the item was not received?

If tracking shows that the item was sent within the seller's handling time window, but has not yet arrived, we may ask the buyer to wait. We also may extend the amount of time buyers should wait depending on circumstances-for example, if the item was sent using a slower shipping service, or was sent internationally.

What if the item is stuck in customs because the buyer won't pay the import fees?

Cross-border trade disputes will be evaluated on a case-by-case basis using all available transaction information. Cross-border sellers can also facilitate reviews of their cases by specifying in their item description that cross-border buyers are responsible for any customs duties, taxes, etc. imposed by the buyer's home country.

What if eBay refunds my buyer, I repay eBay for the refund, and then I get a chargeback from the buyer?

Sellers found at fault for an eBay Buyer Protection claim, who provide reimbursement to a buyer then lose a chargeback, may appeal the eBay Buyer Protection decision by providing evidence of the lost chargeback through the eBay resolution Centre. If the decision is reversed, the seller will be refunded the reimbursement amount back to the original reimbursement method.

Buyers who open a chargeback after receiving a refund are abusing eBay Buyer Protection and maybe subject to consequences outlined in our "Abusing eBay" policy.

I gave the buyer a partial refund for the item they claimed was not as described in the listing. Is this sufficient?

We will check with the buyer to see if they are satisfied. If yes, then we would take no further action. If no, we may find for the buyer.  If we refund the buyer the remaining balance, we may seek to recover the additional amount from you.

Carrier transit time estimates can be wrong. Why are you using them?

We rely on carriers' own transit time estimates as the best indication of how long the item will take for delivery. In most cases we add a cushion of at least three days after the expected handling plus shipping time to adjust for this. We may lengthen this period based on the type of shipping used by the seller and the location of the buyer. We recognise that transit times in cross-border transactions may be considerably longer.

The buyer has conflicting addresses between eBay and PayPal. Which one do I use?

If there is a conflict between addresses listed on the PayPal "transaction details" page and the eBay "view order details" page, we'll consider sellers to have met their shipping obligations under eBay Buyer Protection if they choose either address.

The buyer returned a brick instead of the item. What do I do?

If the buyer returns a different item, or the same item but in worse condition, the seller should appeal to eBay immediately. We will review the case, and if we find in the seller's favor we will repay the seller any funds we have reversed from their account and record the incident on the buyer's record. If a pattern emerges, we will take action against the buyer for fraud. We also track the number of times a seller claims this happens, to monitor for potential abuse.

When does an item "not as described" claim become a "forced return" for sellers?

We respect sellers' return policies, and buyer remorse is not an acceptable justification for an item not as described case. However, if it appears based on information from the buyer and information in the item listing that the item is not as described, then the buyer must return it to the seller to qualify for a refund. The primary exception to this is that buyers who obtain a manufacturer's or law enforcement certification that the item is in fact not authentic will not be required to return the item to the seller. Instead, we may require proof of destruction of the item from the buyer. (Please refer to the eBay Buyer Protection Policy section on counterfeits for more information.)

I object to this resolution case. What are the consequences for not repaying eBay for the amount of the transaction?

You are required to pay eBay bills promptly.  Failure to pay may result in consequences including loss of selling fees for disputed transactions, loss of PowerSeller status and associated fee discounts, selling restriction, account suspension, and referral to a collection agency.    

What should I do to make sure my buyers are satisfied?

  • Follow all eBay policies.
  • Write detailed listing descriptions with accurate item condition such as used, new, or refurbished. Clearly describe any flaws.
  • Include multiple pictures of an item in your listings, especially if there are flaws.
  • Ship with a carrier that provides shipping and/or delivery confirmation.
  • Upload item tracking information to My eBay. If you print labels with PayPal or eBay, the tracking information is uploaded automatically.
  • When an item has shipped, mark it as shipped in My eBay.
  • Communicate with your buyers - most issues can be resolved this way.


What can I do to make sure this process runs smoothly?

  • Send the item to the shipping address on the "Order Details" page.
  • Always ship within your stated handling time.
  • If you accept pre-orders or sell made-to-order goods, clearly specify the expected delivery time and be sure to ship within that delivery time.
  • Reply promptly - within 3 days - to eBay's requests for documentation and other information including proof of delivery.


What if the buyer never paid for the item? Can they still call eBay with a dispute?

Buyers are welcome to contact eBay for any reason. However, eBay will not permit claims when the buyer has not paid you.

Will the buyer be able to leave negative Feedback on a transaction if I successfully appeal a dispute?

There is no product linkage between eBay's resolution process and the Feedback system. As is the case today, buyers will be free to leave Feedback regardless of dispute resolution outcomes and all the current reasons for Feedback removal will still apply.

What can I do to protect myself from buyer abuse?

You should report buyers who are abusive, either by contacting eBay Customer Support or by following eBay's process for reporting inappropriate behaviour.

What else should I do to protect myself as a seller?
eBay has taken steps to ensure you have clear options to resolve issues before and after communication between you and a buyer breaks down. The following processes are available to you as an eBay seller:

  • Report a buyer abusing the Feedback system. Use the Contact Us link on any eBay Help page. Feedback is removed when a buyer doesn't respond to an unpaid item report.
  • Provide the required documentation when buyers claim their item was not received.
  • PayPal Seller Protection provides coverage in the event of payments made via PayPal which are subject to chargeback, reversals and claims made via the PayPal Resolution Centre.

Cancellation of the transaction and tax

Please note that the resolution of a dispute through this programme does not change users’ obligations to maintain appropriate records for tax purposes demonstrating that a transaction has been cancelled.

How are reimbursements managed under the eBay Buyer Protection?

In the event eBay finds in favor of a buyer — and you haven’t already refunded the buyer — eBay will arrange for a refund of the cost of the item and postage to be sent to the buyer.

eBay will remove funds from your PayPal account to reimburse the buyer. If you have multiple cases where we refunded the buyer on your behalf, we'll charge the total amount (but your payment method will show separate line items for each reimbursement).  If there are insufficient funds in your PayPal account or if PayPal is not your preferred reimbursement method, we'll ask you to provide one. Once you add one, we'll charge your payment method within 24 hours (if you have multiple cases, we'll charge each one separately) and this payment method will automatically be used for current and all future cases.

Sellers must have a valid reimbursement method on file with eBay at all times.

If you don't have a reimbursement payment method on file, or if you're unable to provide reimbursement through a valid payment method within 30 days, your debt may be sent to a collection agency. You can handle payment through the collection agency or make payment on eBay. We may also suspend or restrict your eBay account until payment is made.

Can I change the reimbursement method?

Yes, you can choose to change your reimbursement payment method by contacting eBay.

What resolution experience do cross-border sellers see?

We are not rolling out the new resolution system to all eBay country sites at once, so in non-US or non-UK transactions, the resolution experience will vary based on which eBay site the item was listed or was sold to. Over time, we will launch the new resolution system on other eBay sites.

In the meantime, if the listing or transaction site is not yet part of the eBay resolution process, your buyers will use the existing PayPal resolution process for that site.  Please note that when listing on an eBay site (e.g. a non-US or non-UK site), by choosing the “international shipping” option and/or by making available your items to buyers on other eBay sites, you may be subject to the eBay Buyer Protection Policy and other policies that are applicable to the eBay sites where your items appear.   Sellers will use the resolution process initiated by the buyer. Your resolution responsibilities and protections are as outlined on the eBay site at which the purchasing buyers purchased your item and initiate the resolution process.


Buyers' Frequently Asked Questions about the eBay Buyer Protection Policy on eBay.com & eBay.co.uk



I am not an US/UK buyer, is my purchase on eBay.com & eBay.co.uk covered?

Yes, all buyers who purchase on eBay.com & eBay.co.uk, who meet the eligibility requirements set out in the applicable eBay Buyer Protection Policy, can open a claim and go through the resolutions process pursuant to the eBay Buyer Protection Policy on eBay.com & eBay.co.uk.

Can I still open a claim after initiating a dispute on PayPal?

No. In filing a claim pursuant to eBay Buyer Protection, you must not have initiated another form of resolution processing, including a credit card chargeback (if you paid by credit card) or a PayPal Buyer Protection claim (if you paid by PayPal).

How do the eBay and PayPal resolution systems interact?

The eBay Resolution process is the primary avenue for settling issues with on-eBay transactions. However, buyers will still have the option to continue with the PayPal system instead, similar to how they would be able to file a chargeback if they paid using a credit card. Once a buyer selects a system—eBay or PayPal—they are required to use that system for the duration of the case.

Here are the basic principles behind how eBay manages dispute resolution between eBay, PayPal and chargebacks:

  • eBay Resolution is the primary avenue for settling issues with eBay transactions
  • In the event a case is re-reviewed, there can be no double consequences for sellers, and no double refunds for buyers
  • Chargebacks override all other disputes. Chargebacks filed on an eBay transaction will close all claims filed with eBay or PayPal.  A seller found at fault for an eBay Buyer Protection claim, who provides reimbursement to a buyer then loses a chargeback, may appeal the eBay Buyer Protection decision by providing evidence of the lost chargeback through the eBay Resolution Center. If the appeal is granted, the seller will be refunded the reimbursement amount.  Buyers who file a chargeback after receiving a refund are abusing eBay Buyer Protection and maybe subject to consequences outlined in our abusing eBay policy

I didn't receive my item. When should I contact eBay?

Try contacting the seller for package tracking information or a reason why delivery is delayed. If the estimated delivery date has passed and you haven't received a reply from the seller, go to the eBay Resolution Centre.

The item I received is wrong, damaged, or different from the seller's description. When should I contact eBay?

First contact the seller. The seller may be willing to offer a refund or exchange within 45 days of payment. If you're not able to work things out with the seller, you can reach eBay for support by going to the eBay Resolution Centre.

I'm not sure if my item qualifies as wrong, damaged, or "different from the seller's description."

Some examples of what would be covered:

  • You received a completely different item. For example, you purchased a book and received a DVD.
  • The condition of the item is wrong. For example, the listing said "new" and the item has clearly been used.
  • The item is missing parts or components (e.g., camera kit was supposed to include a tripod, but you didn't receive it.)
  • Item defective during first use: The first time you tried to use the product, it didn't work (e.g., HDTV did not turn on).
  • The item is a different version or edition than the item displayed in the listing.
  • The item was described as authentic but isn't.
  • The item is missing major parts or features, and this was not disclosed in the listing.
  • You purchased three items from a seller but only received two.
  • The item was damaged during shipment.

Some examples of what wouldn't be covered:

  • The defect in the item was correctly described by the seller.
  • The item was accurately described but you didn't want it after you received it.
  • The item was accurately described but didn't meet your expectations.
  • The item has minor scratches and was listed as used.
  • You filed a claim due to buyer remorse rather than due to a genuine dispute.

How do I contact eBay for support?

If your purchase meets the requirements above, you can contact eBay for support by opening a claim through the eBay Resolution Centre. In some cases, eBay may ask you for documents or third-party evaluations to support your claim.

How much of my purchase is covered?

If we agree your purchase is eligible, we'll reimburse you via PayPal, for the full purchase price of the item plus original shipping costs. If you're opening a claim because the item you received does not match the description, you may be asked to pay for return shipping.

What if I do not have a PayPal account to receive reimbursements from eBay?

Buyers without a PayPal account will be asked to create one with their eBay registered email address to claim the refund. Full details on PayPal accounts can be found in the PayPal User Agreement that applies to your PayPal account. If, in the unlikely event we are unable to send refunds to a PayPal account, we may provide refunds in another form, including a voucher redeemable for purchases on eBay. Refunds will not be made in any other manner.

What happens after I open a claim?

You'll receive a confirmation email when you open a claim. We may contact you for more information. We may also try to reach the seller to encourage him or her to work directly with you to resolve the problem.

If you didn't receive your item:

First, try contacting the seller directly. You should receive an explanation, online tracking information, or a delivery estimate from your seller within 3 days. If the seller hasn't responded to you within that time, you can file a claim under eBay Buyer Protection, and eBay may refund you directly. The process for obtaining a refund is described in the eBay Buyer Protection Policy.

If your item was different from the listing description:

We compare your claim that the item was not as described to what was actually in the seller's eBay listing. Accordingly, sellers should describe their items clearly, accurately, and consistently. There should also be pictures clearly showing the condition of the item and any defects.

Depending on how your complaint matches what was in the listing, we may:
• Tell you that the item was described clearly, accurately, and dismiss the claim
• Accept the claim and ask you to return the item to the seller. Once the item is returned, we will provide a refund.
• Accept the claim, but not require you to return the item to the seller (for example, if you obtain manufacturer's or law enforcement certification that the item was in fact not authentic). In these cases, eBay will refund you directly.


How do I cancel an open case?

To cancel an open case, just login to your case through eBay Resolution Centre and select the option to "close my case" or you.

What purchases are excluded from eBay Buyer Protection?

eBay Buyer Protection doesn’t cover services and certain categories of goods, false, abusive or illegitimate claims, or purchases where you have been or may be compensated by another third party. The following purchases are excluded:

  • items that violate our Prohibited or Restricted Items Policy;
  • intangible goods;
  • custom made items;
  • airline flight tickets;
  • eBay classified style listings;
  • items prohibited or restricted by eBay;
  • licences;
  • access to digital content,
  • anything that’s equivalent to cash (including retail gift cards); and
  • items listed or that should be listed (under our listing policy) in these categories are also not covered:
    • Businesses for sale
    • Specialty services
    • Gift certificates
    • Motors (except "Parts and Accessories")
    • Real Estate
    • Classified Ads
  • Items eligible for protection under eBay's Business Equipment Purchase Protection.
  • Items purchased on ebay.half.com

Fraudulent charges to a credit card or a PayPal account are also not covered by the eBay Buyer Protection Policy.  If you notice any charge on your PayPal account that you did not authorise, report this in the PayPal Resolution Centre.  Fraudulent charges made through your credit card should be resolved with your credit card company.



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