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eBay's role when you need to resolve a problem


Our goal is to provide a safe marketplace for our community. If you ever have a transaction issue on eBay, we can help with problem resolution guidance and tools, buyer protection, and services to help protect you against fraud.

How we help

Many problems are misunderstandings that can be worked out when members talk to one another. The first thing we recommend is for the buyer and seller to talk to one another. We provide guidelines for requesting contact information and communicating with your trading partner. If you aren't able to work things out by talking, we ask that you go to our Resolution Centre. Here you can open a case, and track the steps that are being taken to resolve a problem.

If you paid with PayPal, you'll automatically be directed to PayPal's Resolution Centre. When you pay with PayPal, you're backed by PayPal's Buyer Protection.

If suspicious activity is reported, our Trust and Safety team investigates the situation. If a member violates a policy, we warn them and we may restrict or suspend the member's account. If the matter is serious, we cooperate with law enforcement.

We want you to enjoy your experience on eBay. If something goes wrong, we work with both buyers and sellers to try and fix it.

Things we're unable to do

Occasionally, someone will ask us to help and we're not able to. eBay doesn't have the items that are sold on the site . We can ask a seller to send an item, or a buyer to pay for an item, but eBay can't send the item to the buyer or pay the seller.

When a buyer or seller doesn't complete an obligation, we take it seriously and we may restrict or suspend an account. We work to make sure that members on eBay are honest and fair.

Contact Customer Service

If you have an additional question about this subject, email us at Customer Service.
If you would like to ask a question on another subject, please use the Contact Us page.

Contact us

Have a question? We can help.

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Ask eBay members

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