Skip to main content
1 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.

Quick tip

If there's an issue with your order, the first step is to let the seller know.

You can start a return or report an item you didn't receive.

Sellers will typically respond through the case details, so be sure to check in after you open a request.

When you can ask eBay to review your request

You can ask us to review and help if:

  • You opened a request and the seller didn't resolve the issue within 3 business days
  • Your return was delivered to the seller and you haven't received a refund by the date provided in the request

If you and the seller are working on a solution, you don't need to ask us to take action as soon as the 3 business days are up. Most cases are resolved without us stepping in, so if you're still talking, you can give them a bit longer to sort things out.

If you don't see the option to ask us to review your request, your order might not be eligible yet. This could mean that you need to take action.

We'll automatically close a request if there's been no activity for 21 business days, so don't wait too long.

How to ask us to review your request

  1. Find the item in your Purchases.
  2. In the More Actions drop down menu, select See request details (if your item didn't arrive) or See return details (if you're trying to return an item).
  3. Select Open a case.
  4. Select a reason from the dropdown menu, then select Confirm.
Go to Purchases - opens in new window or tab

What happens after eBay reviews a request

We go over the details and make a decision

We'll look at the request and aim to resolve it fairly. We normally come back with an answer within 48 hours, though occasionally it might take longer if we need more information.

Once we make a decision, we'll let you and the seller know the outcome and anything else you need to do. For example, we may ask you to send the item back to the seller.

If the resolution is to give you a refund, it will go back to your original payment method. Refunds are typically available within 3-5 business days.

If you don't agree with our resolution, you can appeal by providing new information within 30 calendar days of the case being closed.

For more information about how eBay decides the outcome of a case, see our eBay Money Back Guarantee policy.

If you have a problem with a purchase and you can't resolve the issue with the seller, you can ask us to step in and help.

Was this article helpful for you?

Related help topics

See other articles in: