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 can let the seller know and they'll have to either send a replacement or give you your money back. If your item has arrived, but there's something wrong with it, or it doesn't match the listing description, you can return it. Most sellers are also willing to accept returns if you've just changed your mind.
Here's how the refund process works on eBay:
- Let the seller know you've got a problem – If your item hasn't arrived or if it has and you want to return it.
- Try to work things out with the seller – They've got 8 calendar days to make things right for you, and you can always keep track of what's going on.
- Seller wasn't able to help? Ask eBay to step in – If the seller hasn't fixed things for you in 8 calendar days, let us know and we'll help resolve the issue.
Let the seller know you've got a problem
If something's gone wrong with your order, the first step is to let the seller know there's a problem. If your item has gone missing, or if it's damaged or faulty, most sellers are happy to work with you to resolve the issue. Either way, you're covered by the eBay Money Back Guarantee.
If you're still waiting for your item to arrive, you can check to see when it's due to be delivered. If the estimated delivery date has passed, let the seller know so they can help you out. They'll either provide you with additional delivery information, send you a replacement, or offer you a refund.
If there's something wrong with your item, you can return it to the seller for a refund or a replacement. If you've changed your mind about the item, check with the seller to see if they'll accept your return.
If you bought an item on eBay as a guest, you're still covered if something goes wrong. Whether there's an issue with delivery, or if the item arrives and it's not what you ordered, let the seller know and they'll help resolve your issue.
Try to work things out with the seller
Once you've let the seller know there's an issue, they have 8 calendar days to make things right for you. You'll be able to check on the status of your request during that time, and if the seller accepts your return, you might then need to post the item back.
Once you've let the seller know your item hasn't arrived, or that you want to return it, they have 8 calendar days to help you out. You can check back regularly for updates and to find out what you need to do next.
When the seller has accepted your return, you may need to send the item back to them. Who pays the postage costs depends on why you're returning it. If the item was damaged or faulty, they're responsible for the return postage costs – if you changed your mind, who covers the cost will depend on the seller's return policy.
Seller wasn't able to help? Ask eBay to step in
Sometimes, there might be an issue you're unable to resolve with the seller. When that happens, we're here to step in and help. We'll review the request, and get back to you and the seller with our decision. If you're not happy with our decision, and you have extra information you'd like us to consider, you can appeal. We'll review the new information and get back to you with our final decision.
Most of the time sellers will be able to resolve your issue, but if the seller hasn't been able to fix things for you after 8 calendar days, you can ask us to step in and help. We'll consider all the details and be as fair as possible with our decision.
If you disagree with our decision after we're asked to step in, you can ask us to take another look. In order to request an appeal, you'll have to provide additional details for us to take into consideration, such as photographs showing what's wrong with the item. We'll review the new information, and get back to you with our final decision, which usually takes 48 hours.