13 min article

eBay Money Back Guarantee

To ensure all of our members have a great experience on eBay, most purchases are covered under the eBay Money Back Guarantee.

eBay Money Back Guarantee means you're protected if the item you ordered didn't arrive, is faulty or damaged, or doesn't match the listing description. You'll get your money back. For all the details of how the eBay Money Back Guarantee works, please see our full policy guidelines below.

Frequently Asked Questions

 

When does eBay Money Back Guarantee apply?

You're covered under eBay Money Back Guarantee when:

  • You don't receive an item
  • You receive an item that doesn't match its description in the listing
  • You receive an item that's broken or faulty

Our sellers normally work with buyers to quickly resolve any issues, but if you can't agree on a solution, you can ask us to step in and help. In most cases, you'll be covered by eBay Money Back Guarantee.

What happens if the seller doesn't respond or won't give me a refund?

Under eBay Money Back Guarantee, the seller has 8 days to resolve your issue. If you can't come to an agreement, you can ask us to step in and help. We'll review the details of your case and make a decision within 48 hours.

If I refund a buyer, will I get a credit for my final value fee?

In most cases, if you issue a full refund to the buyer before we're asked to step in, we'll credit your final value fee. Insertion fees and other eBay fees aren't refunded, though. You can find more information in our policy below.

Read our full policy

About eBay Money Back Guarantee

Most eBay sales go smoothly, but if there's a problem with a purchase, the eBay Money Back Guarantee ensures that buyers receive the item they ordered, or get their money back.

Buyers can use the eBay Money Back Guarantee process when:

  • An item isn't received
  • An item received doesn't match the listing

Most sellers work with buyers to quickly resolve issues, but if a solution isn't reached, we can help. We work with sellers to ensure that buyers either get the item they paid for or get their money back.

What's covered

Most transactions on eBay.co.uk are covered by the eBay Money Back Guarantee.

Covered

Purchases are covered by the eBay Money Back Guarantee when all of the following are true:

  • An item isn't received or it isn't as described in the listing
  • A buyer reports that they didn't receive an item or requests a return within the eBay Money Back Guarantee timelines
  • The purchases were made on eBay.co.uk with payment processed through PayPal or PayPal Credit via checkout or an eBay invoice
  • The items were paid for in a single payment, including payments with PayPal Credit
  • Items collected in person are covered, provided all of the above conditions are met

Not covered

  • Buyer's remorse or any reason other than not receiving an item or receiving an item that isn’t as described in the listing (see the seller's return policy for returns options)
  • Duplicate claims through other resolution methods
  • Items sent to another address after original delivery
  • Vehicles, Real Estate, Business & Websites for Sale, Digital Content, Intangible Goods, Classified Ads, Services, and some Business Equipment categories
  • Items damaged during collection
  • Collection items damaged during shipment when shipment arranged by the buyer
  • Items collected by a third party on behalf of the buyer
  • Items not collected by the buyer

Sellers are subject to this policy even if the transaction was completed on another eBay site.

 

When a buyer doesn't receive an item

If a buyer doesn't receive an item, the buyer needs to submit a request to report that the item hasn't arrived. The seller should address the buyer's concern and provide updates on the delivery of the item, tracking information, or a refund.

If the buyer isn't happy with the seller's response or doesn't receive a response, the buyer can ask us to step in and help.

If asked to step in and help, we review the information provided by the buyer and seller for evidence of successful on-time delivery to the buyer's address (as displayed on the 'Order details' page), or proof of collection by the buyer.

Information required to prove a successful on-time delivery is all of the following:

  • Tracking number uploaded to the site by the seller before the estimated delivery date;
  • A delivery status of "delivered" (or equivalent in the country to which the item was delivered);
  • The date of delivery;
  • The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the one found on the 'Order details' page; and
  • Signature confirmation, if an item has a total cost of £750 or more.

If we determine that the item wasn't successfully delivered or collected, we refund the full cost of the item and original postage via PayPal. The seller is required to reimburse eBay for the amount of the refund. Find out more about reimbursement.

 

When an item doesn't match the listing

If a buyer receives an item that doesn't match the listing, the buyer needs to submit a request to return the item. The seller should address the buyer's concern and offer a solution, such as accepting a return or offering a replacement or refund. In some cases we may automatically accept a return request on the seller's behalf.

If the buyer doesn't receive a response and a solution, or returns the item but doesn't receive a refund or replacement from the seller, the buyer can ask us to step in and help.

If asked to step in and help, we may ask the buyer to return the item to the seller if:

  • We can't determine that the item received by the buyer matches the listing description, even if the seller doesn't offer returns, or
  • The seller's stated return window and policy applies, or
  • The seller has already offered to accept a return

When an item is returned to the seller

  • Buyers may be liable for any loss in value of the item if this loss in value is attributed to a handling which is not necessary for the purpose of checking the quality, characteristics and functioning of the item. Some sellers may deduct the amount of loss from the amount refunded to the buyer if the item is returned after being used or damaged by the buyer
  • The seller is required to accept the return at the same location specified in the listing
  • The cost of return postage is the seller's responsibility. For items being returned with a total cost of £750 or more, signature confirmation is required
  • The seller is responsible for any customs charges on the returned item

Either eBay will generate a return postage label or the seller can provide a label. The cost of an eBay generated label will be added to the seller's monthly eBay invoice. When a return postage label is made available to the buyer and/or the buyer chooses to purchase a separate label, the buyer won't be refunded by eBay for the cost of the label.

After confirming that the item was returned to the seller, we refund the cost of the item (less any loss in the item value, if the item is returned after it was used or damaged by the buyer) and original postage to the buyer. We require the seller to reimburse us for the amount. Find out more about reimbursement.

If eBay is asked to step in and help, the seller will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged by the buyer.

If the seller chooses to offer the buyer an untracked return label, the buyer will not be required to provide proof of delivery of the return if eBay is asked to step in and help. The seller will be responsible for the reimbursement amount.

When an item isn't returned to the seller

In some cases, we may not require that an item be returned to the seller. In these situations, we refund the buyer and may seek reimbursement from the seller if, for example:

  • The seller chooses not to accept a return request when they offered returns in the listing, or the return request was opened because the item was not as described
  • The seller did not provide a return postage label or funds for the buyer to return the item
  • The item location was misrepresented
  • It's hazardous to post the item back
  • The item no longer has a value, for example products with an expiration date

Alternatively, with the buyer's consent, we may give a partial refund to cover differences between how the item was described in the listing and the actual item that was received. When given a partial refund, the buyer isn't asked to return the item to the seller. The seller may be required to reimburse eBay for the partial refund.

Counterfeit items

If a buyer reports that an item is counterfeit and there are strong indicators that the item is counterfeit, eBay may not require the buyer to return the item to the seller. The buyer agrees to cooperate with us to ensure the proper disposal of the item. In such cases, we refund the buyer for the full cost of the item and original postage, and the seller reimburses us for the refund. The buyer may not sell the item on eBay or elsewhere.

 

Timelines

Item not received/collected

  • A buyer can report that they didn't receive/were unable to collect an item once the item's latest estimated delivery/collection date has passed and for 30 days after the latest estimated delivery/collection date
  • The seller has 8 days from the report to respond to the buyer or offer a solution. If the seller does not respond or offer a solution, the buyer can ask us to step in and help. The seller must have uploaded the tracking information for the item on to the site before the buyer asks us to step in and help for it to be considered.

If the buyer doesn't ask us to step in and help within 21 business days of reporting that they didn't receive/were unable to collect an item, the request closes automatically.

Item not as described

  • A buyer must request a return no later than 30 days after the collection date or the actual (or latest estimated) delivery date, or, if the seller's return window is longer, within the return window
  • The seller has 8 days from the request to respond to the buyer with a solution. If the seller does not respond with a solution, the buyer can ask us to step in and help. The buyer must ship the item back to the seller within 14 days from when the buyer submits the return request
  • For items where there's no tracking uploaded by the buyer, if the seller doesn't issue a refund within 2 business days of the item's delivery to the seller, the buyer can ask us to step in and help for a period of 10 business days after the refund deadline has passed
  • For items where the buyer has uploaded tracking, if the seller doesn't issue a refund within 2 business days of the item's delivery to the seller, we will automatically issue the buyer a full refund on the seller's behalf. The seller will be required to reimburse us for such refunds. Learn more about reimbursement.
  • If the buyer doesn't ask us to step in and help within 21 business days of starting a request for a return where no tracking information is uploaded (or the timelines described if a refund or replacement isn't received), the request closes automatically

Latest estimated delivery/collection date

When we have no information about actual delivery date, we use the latest estimated delivery date. When we have no estimated delivery information, we consider the latest estimated delivery date to be 7 days from payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries.

For collected items the latest estimated collection date will be 7 days from payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries.

Extended timelines for eBay Money Back Guarantee coverage

In some limited situations, we may extend the period of time in which a buyer is eligible for the eBay Money Back Guarantee. This extra time allows us to take into consideration the buyer's location, the postal service used, a seller's extended return window, national holidays, e.g. Christmas, or delays due to circumstances such a natural disaster, national emergency, labour strike, or governmental act or other instances such as fraud. In most instances, when we extend timelines for eBay Money Back Guarantee coverage, in cases where the seller is responsible for requests opened during such extended timeline, we'll notify sellers with an announcement on eBay.co.uk - opens in new window or tab.

 

Appeals

Buyers and sellers have an opportunity within 30 days from when we make a decision about a transaction issue to appeal the decision by providing appropriate documentation. We reserve the right to seek reimbursement from the seller if a buyer successfully appeals. Learn more about reimbursement.

 

Refunds to buyers

Refunds from eBay are through PayPal. Buyers without a PayPal account are asked to create one with their eBay registered email address to claim their refund. In the unlikely event we're unable to send refunds to a PayPal account, we may provide refunds by coupon or vouchers redeemable for future purchases on eBay.

 

Seller funds, reimbursements, and fees

Seller funds

After a buyer reports that they didn't receive an item or requests a return, or asks eBay to step in and help, a seller's funds may be held by PayPal, as outlined in the PayPal User Agreement - opens in new window or tab.

Reimbursements

If a seller is required to reimburse the buyer or eBay, the reimbursement amount is removed from their PayPal account, placed on the seller's invoice and/or charged to the seller's payment method on file.

The seller is required to have a valid payment method on file and to allow us to charge any reimbursement amounts owed. We may also place the reimbursement amount on the seller's invoice. You can also find further details about Reimbursements in our User Agreement.

Seller fees

If a seller issues a buyer a full refund before we're asked to step in and help, we credit the seller's final value fee. Insertion fees and other eBay fees aren't refunded.

 

Using other programmes to address a concern

Buyers can't use more than one resolution method to get a refund. After selecting a resolution process (eBay Money Back Guarantee, PayPal Buyer Protection, or requesting a chargeback from their payment provider) a buyer is required to use that process for the duration of the case.

If a buyer files a chargeback or a PayPal Buyer Protection dispute, any cases opened through eBay Money Back Guarantee for the same transaction are immediately closed.

 

Fraudulent claims and abusive buyer behaviour

Buyers who engage in activity as described in the Abusive buyer policy may be subject to a range of actions, including the loss of eBay Money Back Guarantee coverage, issuing warnings to buyers, blocking buyers from requesting returns or refunds on eBay, blocking buyers from opening claims, and account suspension.

Activity that is not allowed includes, but is not limited to:

  • A buyer opening duplicate requests using other programmes
  • A buyer colluding with a seller to wrongly declare an item's value for customs
  • A buyer filing a chargeback after receiving a refund
  • A buyer claiming an item was not received when there is proof of delivery to the buyer's address on the Order details page
  • A buyer falsely claiming an item was not as described
  • A buyer returning an item other than the original item received
  • A buyer using or damaging an item and then returning it

For more information on consequences, see the Abusing eBay section of the User Agreement. In addition, we reserve the right to indefinitely suspend the buyer's coverage under the eBay Money Back Guarantee.

 

Other terms

  • Buyers and sellers permit us to make final decisions about all cases, including appeals
  • We may provide buyers and sellers access to each other's names, usernames, contact information, and other information relating to a request
  • When a buyer and seller don't speak the same language, we may assist with communication until the issue is resolved
  • The eBay Money Back Guarantee is not a product warranty
  • In some situations, we may open a request on behalf of the buyer. This may include situations in which a seller is suspended for fraudulent activity
  • For items posted through the Global Shipping Programme - opens in new window or tab, the programme's terms and conditions describe how users are protected by the eBay Money Back Guarantee
  • We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement

Buyer protection is available to buyers who have purchased items on the following eBay sites:

eBay Money Back Guarantee:

eBay Buyer Protection:

eBay Customer Guarantee Policy:

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