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 a customer has a problem with their order, or if they change their mind about a purchase, they'll get in touch with you and ask for help. Once the buyer tells you there's a problem, you've got 8 calendar days to resolve it.
If an item has gone missing and hasn't arrived, you'll either need to provide additional/more detailed tracking details, or offer a replacement or refund. If the buyer got their item but it's faulty, damaged, or doesn't match the listing description, you'll have to work with them to resolve their issue – you'll also have to cover the return postage costs. If they changed their mind, how you can respond, and who pays for return postage, will depend on your return policy.
What to do if a buyer has an issue
If a buyer doesn't receive their item, they're entitled to a refund or a replacement unless you can provide tracking information showing that it was delivered. When a buyer lets you know they've run into an issue, you should work with them to come to a solution that works for both of you.
If the buyer wants to return an item to you, your options for responding will depend on why they want to send it back. If the item is damaged, faulty, or doesn't match the listing description, they're covered by the eBay Money Back Guarantee, and you'll have to refund them or replace the item. If they've changed their mind, your options will depend on your return policy.
If you accept a return from the buyer, they'll need to send the item back to you before you issue a refund or send out a replacement. Who pays for the return postage costs will depend on why they're returning the item, and what your return policy says.
Unable to resolve the buyer's issue? Ask eBay to step in
If you and the buyer haven't been able to come to an agreement after 8 calendar days, you can ask us to step in and resolve the issue. We'll assess all the information and come to a decision. It's important to remember that if you ask us to step in and we close the case in the buyer's favour, you could receive a defect, which might affect your seller standards – so you should only ask us for help when you've exhausted all other options.
If you disagree with our decision after we've been 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 there's nothing wrong with the item. We'll review your new information, and get back to you with our final decision, usually within 48 hours.
Tips for avoiding issues with buyers
When you sell on eBay, you can save time managing your return requests by setting up rules that automatically accept returns, or issue immediate refunds. Automating your return process can not only save you time, but also help provide a great experience for your customers.
To avoid problems in the future, our article has best practices for creating listings, and tips on how to pack and post items, as well as how you should communicate with buyers.