Change to response times for handling returns or reports of item not received

From May 2020, the time that the seller has to respond when a buyer opens a return request or an eBay Money Back Guarantee claim will move from 8 calendar days to 3 business days.

What is changing?

More than 90% of the time, sellers on are already meeting buyer expectations and respond to them within 3 business days.

To help speed up resolution times for all buyers on the platform, the response window for return requests or an eBay Money Back Guarantee (eMBG) claims will be 3 business days. The previous response window was 8 calendar days.

Next steps

If you aren’t already responding within the 3 business day window, please adjust your business operations to respond to buyers within the new timeframe.


Monday - Friday
We take all UK-wide bank holidays into account.
This change applies to all return requests and reports covered by the eBay Money Back Guarantee.
A response is any action to address a request or report within the Resolution Centre. For example: approving the return, providing a label, sending a refund, providing an item tracking number within the Resolution Centre.