What buyers can do if they feel a seller has violated the seller non-performance policy

If a seller has refused to complete a sale and payment has not been sent or payment has been refunded, report the seller. When making your report, include a copy of the email documenting the seller's refusal to complete the sale with the full message text and complete email headers.

If a buyer has paid for an item and has been unable to receive the item or a refund, or believes the item was significantly misrepresented, they should refer to the item not received or significantly not as described process.  Buyers will also find instructions that will allow them to contact eBay to report the seller on this page.

Buyers also should use eBay’s Feedback system to leave comments and detailed seller ratings regarding their satisfaction with a transaction.

Note: Eligibility for buyer protection services is determined by the payment method that you use and the eBay country site where the item was purchased. You can review how your purchase is protected on the item page.

You can only open a dispute through the specific eBay country site where you purchased the item. If you try to open a dispute on an eBay country site other than the site where you purchased the item, you will be asked to continue your dispute on the appropriate eBay site.

After receiving a report, eBay will consider the circumstances of the alleged offense. If a complaint cannot be proven with certainty, it is possible that no action will be taken. Due to privacy issues, eBay will be unable to discuss the result of the investigation.

If a seller is no longer able to complete the transaction because the item is no longer available for trade, the seller may consider contacting the buyer, explaining the situation, and attempting to reach an amicable resolution. While eBay encourages the buyer to be open to a reasonable resolution proposed by the seller, the buyer is not obligated to agree to any such proposal.

What sellers can do to avoid violating the seller non-performance policy

Good practices that help sellers promote buyer satisfaction include:

• Accurately describe the condition, size and quality of the item directly in the listing.

• Honor the original terms by accepting payment for an item at the end of a successful sale.

• Promptly ship the item with appropriate packaging once payment has been received.

• Respond promptly and professionally to questions from the buyer.

• Proactively communicate with the buyer throughout the transaction.

In a transaction on the eBay platform, both the seller and the buyer are expected to honor their commitments. eBay has this policy to ensure that eBay’s sellers understand their obligations and to protect eBay’s buyers.

For more information on this policy, please read the Frequently Asked Questions .