On 14 Aug, 2018, some of our time frames for item not received cases and return requests changed.
Item not received cases and return requests have several stages. If a stage started before 14 Aug, the old time frames apply. If the stage started on or after 14 Aug, the new time frames apply.
Choose from the menu below to see how the new time frames apply to each stage.
When eBay can be asked to step in and help
|When eBay can be asked to step in and help||Before 14 Aug, 2018||From 14 Aug, 2018|
When you can ask eBay to step in and help
How long the seller has to resolve a request opened by a buyer, before eBay can be asked to step in and help.
|8 calendar days||No change|
When eBay can be asked to step in if a seller doesn’t accept a request
The time frame buyers and sellers have to ask eBay to step in and help, after an item not received or return request is not accepted by the seller.
|30 calendar days||21 business days|
|Return postage||Before 14 Aug, 2018||From 14 Aug, 2018|
Return postage – Dispatch time
The maximum time a buyer has to send the item back, after the seller accepts their return request.
|14 business days||No change|
Return postage – Domestic transit time
The maximum time for a return to be delivered to the seller after the buyer sends it back.
|15 business days||5 business days|
Return postage – International transit time
The maximum time for a return to reach the seller once the buyer sends it back. This timeline is used when one party in the transaction is based outside of the UK.
|New||14 business days|
|Buyer refunds||Before 14 Aug, 2018||From 14 Aug, 2018|
The maximum time a seller has to refund the buyer, after return tracking shows it’s been delivered.
|6 business days||2 business days|
Buyer refund confirmation
The maximum time for the buyer to confirm they’ve received a refund, after the seller marks the refund as sent. Refunds issued through PayPal are automatically confirmed.
|6 business days||5 business days|
eCheck refund processing
The maximum time for an eCheck refund to be processed before the return is closed.
|5 business days||No change|
Cases and requests closing automatically
|Cases and requests closing automatically||Before 14 Aug, 2018||From 14 Aug, 2018|
When a return closes automatically
The time frame after which a return request is closed by eBay if no action is taken by either the buyer or the seller.
|30 business days||21 business days|
When an item not received request closes automatically
The time frame after which an item not received case is closed by eBay if no action is taken by either the buyer or the seller.
|30 calendar days||21 business days|
If your item hasn't arrived, you're protected by the eBay Money Back Guarantee and can either ask the seller for a refund, or for them to send you a replacement item (if they have one).
Check your item's delivery information
If your item hasn't arrived yet, the first thing to do is check the delivery information. You can find your item's delivery information by selecting it from your recent purchases above, or in your purchase history. In the delivery information, you can:
- View the estimated delivery date – Your item's estimated delivery date tells you when you should expect to receive the item. If the date hasn't passed yet, your item is probably still in transit.
- Make sure your delivery address is correct – If the delivery address you provided to the seller is incorrect, you can ask them to send the item to your new address by going to your purchase history and selecting Contact the seller beside the item. If they haven't posted your item already, they'll be able to send it to the correct address. If they've already posted the item they won't be able to help. If possible, we recommend trying to collect your package from the original address.
Check with a neighbour in case you weren't home when the package arrived and they took delivery of it for you.
Let the seller know your item hasn't arrived
If the estimated delivery date for your item has passed, and you still haven't received your item, let the seller know. To get started, select the item that's not arrived above, or follow these steps:
- Go to Purchase history - opens in new window or tab.
- Select More actions beside your item and then I didn't receive it.
- Tick the box beside I want a refund or I want the item.
- You have the option of adding a message to the seller.
- Select Send request.
You have 30 days from the estimated delivery date to inform the seller that you didn't receive your item. Once you've told them there's a problem, the seller has 8 calendar days to provide a delivery update, offer a replacement, or give you a refund.
Once you've let the seller know, you can check on the status of your request at any time.
Get your refund
If the seller offers to give you your money back, they have 2 business days to issue your refund. When they do, you'll receive an email letting you know.
It usually takes 3 to 5 business days for a PayPal refund to go through. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.
It's possible that your item may still arrive after you've been issued a refund. If this happens, you should get in touch with the seller and try to reach an agreement on what to do next. You can choose to either:
- Return the item and keep the refund
- Keep the item and arrange to reimburse the seller
Get help from eBay
Most of the time, if your item hasn't arrived, the seller will resolve your issue for you. However, if the seller hasn't been able to resolve your problem after 8 calendar days, we're always ready to step in and help.
Learn more about asking eBay for help.
Cancelling your case
If your item arrives, you can choose to cancel your case. Here's how to cancel a case:
- Go to your Purchase history - opens in new window or tab and find the item.
- Select See request details in the More actions dropdown menu.
- Select Close your request and choose your reason from the dropdown menu.
It's important to make sure you're certain you want to cancel a cancel, as you won't be able to re-open a case once it's been closed.
If your item has arrived, and you want to return it for a refund, you'll need to cancel your item not received case and open a return request.