On this page
- Get help with an item that hasn't arrived
If the estimated delivery date for your order has passed and your item hasn't arrived, you can let the seller know by reporting that you didn't receive it.
3 min article - Tracking your item
When the seller uploads tracking information, you can follow your package online all the way to your delivery address.
1 min article - Check the status of your request
If you've requested a return or reported that you didn't receive your order, you can check the status at any time.
2 min article - Ask eBay to step in and help for buyers
If you requested a return or reported an issue with your purchase and the seller hasn't responded, or if you're not able to resolve things with them, you can ask us to help.
1 min article - Appeal the outcome of a case as a buyer
If you don't agree with our resolution when we've stepped in to help resolve an issue, you can appeal by providing new information within 30 calendar days of the case closing.
2 min article
- Return an item for a refund
If you've changed your mind about an item you bought or there's something wrong with it, you can request a return.
4 min article - Check the status of your request
If you've requested a return or reported that you didn't receive your order, you can check the status at any time.
2 min article - Ask eBay to step in and help for buyers
If you requested a return or reported an issue with your purchase and the seller hasn't responded, or if you're not able to resolve things with them, you can ask us to help.
1 min article - Appeal the outcome of a case as a buyer
If you don't agree with our resolution when we've stepped in to help resolve an issue, you can appeal by providing new information within 30 calendar days of the case closing.
2 min article - Return postage for buyers
If you need to send an item back to the seller, there are a few different ways of getting it back to them. Who pays for return postage depends on why you're returning it, and the seller's return policy.
5 min article - Get help if you bought as a guest
If you want to return an item, or if there's a problem with your order, the first step is to let the seller know. If you're not able to resolve things with the seller, you can ask us to help.
3 min article
- Help a buyer with an item they didn't receive
If a buyer doesn't receive their item, they're entitled to a refund unless tracking information shows that it was delivered.
3 min article - How to handle a return request as a seller
You can choose whether to accept returns if a buyer changes their mind about a purchase. However, if an item arrives damaged, doesn't match the listing description, or if the buyer receives the wrong item, you'll generally need to accept the return.
4 min article - Ask eBay to step in and help for sellers
If your buyer has requested a return or let you know about an issue with their purchase and you can't resolve things for them, you can ask us to help.
2 min article - Appeal the outcome of a case as a seller
If you don't agree with our resolution when we've stepped in to help resolve an issue, you can appeal by providing new information within 30 calendar days of the case being closed.
2 min article - Refunding buyers
Depending on the situation, there are a number of ways a refund can be issued. Refunds can be issued by you or by eBay.
2 min article - Handling payment disputes
If your buyer opens a payment dispute, you can generally choose to accept the dispute, or challenge the dispute with supporting evidence.
3 min article - Return postage for sellers
Who pays for return postage – you or the buyer – depends on the reason they're returning the item and your return policy.
4 min article - Setting up your returns policy
When you sell on eBay, you need to state whether or not you accept returns, and if so, under what conditions.
3 min article