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 buyer hasn't received their item and the estimated delivery date has passed, they'll let you know there's an issue by opening an “Item not received” request. If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll be available in your Messages - opens in new window or tab too. You'll also be able view the request the Resolution Centre - opens in new window or tab.
Once a request is opened, you've got 8 calendar days to resolve the issue. After that time, either you or the buyer can ask us to step in and help resolve the issue.
When a buyer opens a request, please be aware that funds related to the sale in your PayPal account may be put on hold. Once the issue is resolved, or we find in your favour, the hold is lifted and the funds are available again.
What to do when a buyer opens an item not received request
In the email you received telling you the buyer's issue, select See request details. You'll find information on whether the buyer is requesting a refund or would prefer to still receive the item. You'll also see your response options:
Add tracking details – You can provide tracking information showing the date you posted the item, the date it was delivered, and the address it was delivered to. If the item is worth £750 or more, it should also show the signature confirmation of the recipient.
Here's how to add tracking information:
- Select Add tracking details and then Continue.
- Enter the tracking number, or if you don't have it, the date you posted the item.
- Select the carrier you used from the dropdown list.
- You have the option of adding a note to the buyer.
- Select Add tracking details.
Refund the buyer – The buyer will get a full refund, including the original postage costs. Choose this option if you don't have tracking that shows the item was delivered or tracking details that shows that the package has been in transit without movement for 7 days or more (10 for international deliveries).
Here's how to refund the buyer:
- Select Refund the buyer and then Continue.
- You'll see the refund amount, and you have the option of adding a message to the buyer.
- Select Refund the buyer.
The buyer will be refunded through their original payment method, and your final value fee will show as a credit on your next invoice.
Send a message to the buyer – If you'd like to speak with the buyer directly to try and resolve their issue, you can send them a message. If you and the buyer can't agree on a resolution within 8 calendar days, you can ask eBay to step in and help.
You can contact the buyer directly to try to resolve the issue:
- Select Send a message to the buyer.
- On the next page, enter your message and select Send.
It's worthwhile asking the buyer to review the delivery address they provided and to check with their neighbours in case the item was delivered when they weren't home.
You can also use this option if the buyer would rather have the item than a refund. Let them know their replacement is on its way, then post the new item and upload tracking information to the request.
If there are any issues or if you can't come to an agreement with the buyer after 8 calendar days, you or the buyer can ask us to step in and help.
You should report missing packages to the postal carrier you used – they may be able to help.
Get help from eBay
If you and the buyer haven't been able to resolve the issue within 8 calendar days, we're always ready to step in and help.