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About reimbursement

What is reimbursement?

In situations in where the buyer has reported not receiving an item, or the item doesn't match the seller's description, and the buyer was unable to resolve the issue directly with you, eBay may review the situation. If we decide in favor of the buyer, we may refund the buyer directly and seek reimbursement from you.

If we refund a buyer on your behalf, we'll seek reimbursement by deducting the amount from your PayPal account or charging your preferred reimbursement payment method. Reimbursement will include the cost of the item plus the original cost of shipping.

Reimbursement payment methods

We'll ask for reimbursement as follows:

  • For purchases made with PayPal, we'll automatically reverse the funds from your PayPal account to reimburse the buyer.

  • We'll require another reimbursement method if:

    • The buyer hasn't paid with PayPal

    • There are insufficient funds in your PayPal account

    • PayPal isn't your chosen reimbursement method

You can choose to change your reimbursement payment method by contacting eBay. Your preferred payment method will be used for current and all future cases.

When you're in the Resolution Centre, or receive an email from us about a case, you'll also have the option to make a one-time reimbursement.

To learn more about reimbursement, please click here.

Reimbursement timelines

If we reimburse a buyer on your behalf, we'll seek reimbursement within 24 hours. 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 you don't have a reimbursement payment method on file, 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.

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.

When you're in the Resolution Centre, or receive an email from us about a case, you'll also have the option to make a one-time reimbursement.

Letting you know when reimbursement is owed

If we reimburse a buyer on your behalf, we'll send you an email. We'll also follow up if we processed reimbursement from you, if you need to add a reimbursement payment method, or if there was a problem charging your reimbursement payment method.

You can always see the latest status of your cases, including cases involving reimbursement, in the Resolution Centre.

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.

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