It means buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing. For all the details of how eBay Money Back Guarantee works — what's covered, what's excluded, and what buyers and sellers need to do — please read our full policy.
When a seller offers an international shipping option such as worldwide shipping , or doesn't exclude international shipping in their shipping settings, it may result in the buyer completing checkout on an eBay site other than the site used to create the listing.
Buyers and sellers are subject to the eBay Money Back Guarantee or other buyer protection policy if available of the site where the buyer completed checkout, regardless of the eBay site used to list the item or the registration details of the buyer or seller.
For more information about buying and selling internationally, please see our policies on International selling and International trading. Sellers are required to deliver the item to the address in the Order details , unless the buyer selected a local pickup option.
If the item doesn't arrive at the address provided by the buyer at checkout or isn't made available for collection, the buyer is entitled to a full refund, including original shipping costs if applicable.
The buyer reports that the item hasn't arrived or was not available for collection. The seller is required to respond and provide either tracking information, delivery updates, or a refund. If the seller provided tracking details, eBay may close the case automatically once tracking shows the item has been delivered.
If the seller hasn't responded or if the buyer and seller can't reach a resolution, they can ask us to step in and help. When a buyer reports that they didn't receive an item and the transaction meets our eligibility requirements , we will look for:. Evidence of successful delivery We require all of the following to prove a successful on-time delivery:.
Proof that the buyer collected the item For local pickup items, evidence that the buyer has received the item may include:. The item was shipped internationally and didn't clear customs because fees or duties weren't paid. If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn't match the listing. The latest date for the buyer to report that the item hasn't arrived is 30 calendar days after the latest estimated delivery date or 7 calendar days after the event date, whichever is later.
Sellers are required to deliver the item as it was described in the listing. If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty and was not clearly described as such , they are entitled to return it for a refund, even if the seller doesn't offer returns.
Buyers and sellers may agree to another solution, such as a full or partial refund while the buyer keeps the item, or a replacement item instead of a refund.
Both buyers and sellers must meet all applicable return requirements. If an item is being returned, the seller is responsible for return shipping. Trading Cards have a more limited return window. See Exclusions and special coverage. In some cases, eBay may automatically accept the return on the seller's behalf.
If the buyer does not ship the return by the specified date, eBay may close the return request. If the seller does not refund the buyer and return tracking shows the item was delivered, eBay may automatically issue a full refund on the seller's behalf. If the seller hasn't responded or hasn't issued a refund after receiving the return, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help. Once eBay steps in, eligible sellers will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged.
When a buyer reports that an item doesn't match the listing and the transaction meets our eligibility requirements , we will look for all of the following:.
The item was inspected under Authenticity Guarantee and is 'final sale'. Otherwise, some sellers may deduct the loss in value from the amount refunded to the buyer. See our Condition of returned items policy. The seller had misrepresented the item's location. The latest date for the buyer to request a return is 30 calendar days after the estimated or actual delivery date or 7 calendar days after the event date, whichever is later.
Items that display the Authenticity Guarantee badge in the listing are first shipped to an authenticator who inspects the item prior to delivery to the buyer. This inspection ensures that the item purchased matches the listing description and verifies the item's authenticity. Authenticity Guarantee purchases are covered by eBay Money Back Guarantee when all other eligibility requirements are met, and when:.
For Authenticity Guarantee purchases, eBay Money Back Guarantee does not cover returns on the basis that an item is not as described, when the item is considered final sale.
If an authenticated item is eligible to be returned, the buyer may be asked to ship the item back to the authentication facility for inspection to ensure that the item is being returned in the same condition. Learn more about Authenticity Guarantee - opens in new window or tab. If the listing states that the seller offers returns, the buyer may return the item for any reason, including if they change their mind about the item "remorse" returns. When a buyer requests a return within the seller's return policy, the seller must allow them to return the item for a full refund.
The seller may exclude original shipping costs from the refund. When the seller doesn't offer returns, or a remorse return request falls outside the seller's return window, the seller may exercise their discretion to accept or deny the return.
If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing.
If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping. We've outlined your response options below. In some cases, we may automatically accept a return request on your behalf. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help.
In some cases, if you haven't responded to the return request, we may issue a refund to the buyer and seek reimbursement from you without requiring the buyer to return the item. Tip When listing an item, it's important to include your returns address. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address.
Choose the item above to start resolving a return. You can also open your Returns dashboard and select View return details from beside the item. You'll be able to see the buyer's reason for requesting the return, the date you need to respond by, and any additional comments or photos provided by the buyer.
Your options for responding to a buyer's request depend on the reason they're returning the item and the return policy you stated in your listing. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. If a buyer received the wrong item, it arrived damaged, or it doesn't match the listing description the purchase is covered by the eBay Money Back Guarantee policy , they can return it to you, even if your return policy states that you don't accept returns.
If you don't respond to the return request, we may refund the buyer and seek reimbursement from you, without requiring the buyer to send the item back. Accept the return: The buyer will send the item back to you for a full refund, including the original shipping cost.
You'll also be responsible for covering return shipping costs. If the item is returned used or damaged, you may qualify to issue a partial refund. See Partial refund guidelines. Once you've received the item, you have 2 business days to review and issue a refund, or ask eBay to step in and help. Give a full refund: You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item.
This is a good option for low-value items. Offer a partial refund: You'll issue a partial refund to the buyer, and they'll keep the item. This can be useful when the buyer isn't completely satisfied with their purchase. For example, if an item arrived with a minor scratch, but the buyer is happy to keep it. Send the buyer a message: If you have any questions regarding the buyer's request, you can contact them directly. Offer a replacement or exchange: You may offer a replacement another of the same item or exchange a different, but similar item instead of a return.
If you respond to the request but don't come to an agreement with the buyer after 3 business days, you or the buyer can ask us to step in and help. If we're asked to step in to help, we'll ask the buyer to return the item to you.
If the item is returned used or damaged, you will no longer be able to issue a refund to the buyer even if you qualify to issue partial refunds under our seller protections. If you stated in your listing's return policy that you accept returns, your buyer can return the item to you, even if they've changed their mind.
Accept the return: The buyer will send the item back to you for a full refund. If you offered free shipping, you'll need to refund the buyer the full amount of the item, including the original shipping cost. You can't deduct the original shipping cost from any refund amount. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned.
Once received, you will have 2 business days to review the returned item and issue a buyer refund, or ask eBay to step in and help.
If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. This can be useful when the buyer ordered the wrong thing by accident—for example, the wrong color or size—and you'd like to offer them a gesture of goodwill. Give a full refund: You'll issue a full refund to the buyer, and they'll keep the item. If you stated in your listing that you don't accept returns when a buyer changes their mind, you're not obliged to accept their return request.
However, if you do, you'll provide a great customer experience that encourages the buyer to purchase from you in the future. Accept the return: The buyer will send the item back to you for a full refund this may or may not include the original shipping costs. If you offered free shipping, you'll need to refund the buyer the full amount that they paid.
You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. See our partial refund guidelines. Depending on your return policy, this may or may not include the original shipping cost.
Offer a replacement or exchange if you're a non-managed payments seller: You may offer a replacement another of the same item or exchange a different, but similar item instead of a return. Decline the return: You can decline the return request if you've stated in your listing that you don't accept returns. If we're asked to step in to help, we may ask the buyer to return the item to you.
You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. Tip In some cases, your response options may differ. For example, you may have opted to automatically accept return requests. Once the return is accepted, we'll provide the buyer with a date by which they should ship the item back to you. After 15 business days, if we don't see any indicators that the item is on its way back to you, we may close the return and protect you from negative feedback.
Skip to main content. Where's My Item? Get help with an item that hasn't arrived. Returning Items Return an item for a refund. You can choose whether to accept returns if a buyer changes their mind about a purchase.
However, if an item arrives damaged, doesn't match the listing description, or if the buyer receives the wrong item, you'll generally need to accept the return.
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