Item not received or significantly not as described process

If you have paid for an item, but didn’t receive it, or you paid for and received an item, but it was significantly different from the item description.

eBay facilitates communication between the buyer and the seller through the dispute console, an online communication tool. All information posted in this tool will be accessible anytime by you, the seller, and eBay Customer Support.

PayPal Buyer Protection

If you have paid for the item through PayPal on an eligible eBay site,ut didn’t receive it, or you paid for and received an item, but it was significantly different from the item description.

Coverage amounts vary based on the site where you purchased your item. For example, if you purchased an item from eBay.com, you may be covered for up to US$2,000. PayPal Buyer Protection also offers two tiers of coverage - "basic" and "top" - both available at no additional cost.

To check eligibility and coverage on items you may want to purchase, look for the PayPal logo under Buy Safely in the view item page, or see eligibility.

eBay Standard Purchase Protection Programme

If the dispute for an item not received or significantly not as described can’t be resolved, you can request reimbursement through eBay’s Standard Purchase Protection Programme, after you have used the item not received or significantly not as described process.

Up to SG$330 (minus a SG$42 processing cost).

1. Check the item listing.

Review the seller's terms of sale, item description, and postage and payment terms. Have you allowed enough time for the seller to receive and confirm payment?

First 10 days after the listing ends

2. Email the seller.

If you are still concerned, email the seller with your questions. If you don't have the seller's email address, you can request it from eBay or use the "Ask seller a question" link on the item page.

First 10 days after the listing ends

3. Check your email spam filters for messages from the seller.

It's possible that the seller is trying to email you but your spam filters are blocking the messages.

First 10 days after the listing ends

4. Check your own contact information.

It's possible that the seller is trying to email you but your contact information is incorrect. Go to "My Account" in My eBay and click on "Personal Information". Make sure your email address is correct.

First 10 days after the listing ends

5. Call your seller.

Request the seller's contact information and give the seller a call.

Request the seller's contact information and give the seller a call.

Any time after completing the first four steps

6a . Report an item not received or significantly not as described.

Use the dispute console in My eBay to report an item not received or significantly not as described. The dispute console is designed to make communication between buyers and sellers easier.

Important: You can only open a dispute through the specific eBay country site where you purchased the item.

Note: If you paid for your item with PayPal on an eligible eBay site, you'll be taken automatically to PayPal to file a PayPal Buyer Protection claim.

10 to 60 days after the listing ends

Note: If you have purchased items as a guest, your items become eligible for buyer protection after you register.

6b. If you paid for the item with PayPal on an eligible international eBay site, file a dispute with PayPal.

If you paid with PayPal, please visit the PayPal Resolution Center to file a complaint. Your item may have additional protection through PayPal Buyer Protection.

You must have a PayPal account in order to file a PayPal Buyer Protection dispute. If you paid for the item with PayPal and did not create a PayPal account, you will be asked to do so before filing a dispute.

Note: You can review how your purchase is protected on the item page.

45 days after the payment date (this date may be different from the listing end date).

6c . Contact your credit card company.

Credit card companies typically provide some level of identity and purchase protection. Contact your credit card company to learn more.

Up to 180 days after payment is charged to your credit card.

7. File a protection claim with eBay.

Once you have completed the Item Not Received or Significantly Not as Described process, you may be eligible to file a claim under eBay's Standard Purchase Protection Programme.

Note: Eligibility for buyer protection services is determined by the eBay site where the item was purchased. If you’ve paid with credit card and your credit card company doesn’t provide any purchase protection, you must have filed a claim with your credit card company prior to filing a claim for purchase protection with eBay (if applicable).

After completing the Item Not Received or Significantly Not as Described process, but within 90 days after the listing ends

8. Leave Feedback

After you file a dispute, we encourage you to leave Feedback for the transaction. Please be honest, fair, and factual. This will help make other members aware of your experience and help keep eBay a safe place to buy and sell.

After you’ve closed a dispute or requested reimbursement through buyer protection and up to 60 days after the listing ends