2 min article

Check the status of your return or missing item request

If you sent a request to let the seller know that you either didn't receive your order or the item doesn't match their description, you can check on its progress while it's being resolved.

Once you've let the seller know you've had an issue with your order, they have 8 calendar days to get back to you and help resolve things.

Check the status of your request

When you've opened a request, you can track its progress by selecting Check my request status below. You'll also find details of how it's progressing in your Purchase History - opens in new window or tab.

Check my request status

Keep in mind that the seller has 8 calendar days to respond from the time you opened the request. If it hasn't been more than 8 calendar days, give the seller more time to get in touch. Most sellers are happy to help once they know there's an issue.

Get help from eBay

If the seller hasn't responded after 8 calendar days, or if they've responded but their solution isn't acceptable to you, you can ask us to step in and help:

  1. Select the Go to your open requests button below.
  2. Find the item you'd like our help with.
  3. Choose Take action.
  4. Select Ask eBay to step in.
Go to your open requests - opens in new window or tab

Once you’ve asked us to step in, it can take up to 48 hours for us to respond to you and the seller with our final decision. Read our article on asking eBay to step in and help for more information.

Getting your refund

It usually takes 3 to 5 business days to receive a refund to your PayPal account. If you paid with a credit card, it may take up to 30 days to get your money back, depending on your card provider.

If the seller hasn't responded or offered an acceptable solution, you can ask us to step in and help after 8 calendar days.

Was this article helpful for you?

Related help topics