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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:
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.
Most transactions on eBay.co.uk are covered by the eBay Money Back Guarantee. 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, or proof of collection by the buyer.
Information required to prove a successful on-time delivery is all of the following:
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 review the listing, photos of the item if provided by the buyer or seller, plus any other information about the item that the buyer and seller provide. If we can’t determine that the item matches the listing, if the seller has already offered a return, or the sellers stated return window and policy applies, we may ask the buyer to return the item to the seller.
When an item is returned to the seller.
Either we generate a return postage label or the seller can provide a label. We add the cost of an eBay generated label to the seller’s monthly eBay invoice. When a return postage label is made available to the buyer and/or and 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 value (if applicable) and original postage via PayPal. We require the seller to reimburse us for the amount. Find out more about reimbursement.
If the seller chooses to offer the buyer an untracked returns label, the buyer will not be required to provide proof of delivery of the return if eBay is asked to step in. 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 to reimbursement from the seller if, for example:
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, a buyer isn’t asked to return the item to the seller. The seller may be required to reimburse eBay for the partial refund.
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.
Item not received/collected
If the buyer doesn’t ask us to step in and help within 21 days of reporting that they didn’t receive/were unable to collect an item, the request closes automatically.
Item not as described
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.
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 vouchers redeemable for future purchases on eBay.
Seller funds, reimbursements, and fees
After a buyer reports that they didn’t receive an item or requests a return, or when a buyer asks us to step in and help, a seller’s funds may be held by PayPal, as outlined in the PayPal User Agreement.
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.
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 with eBay Money Back Guarantee for the same transaction are immediately closed.
Fraudulent claims may include:
Buyers who file fraudulent claims are subject to consequences outlined in 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.
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