If you ever have a problem with a sale, we're here with resolution guidelines, programmes and services to help you get the best outcome possible.
If you have a problem regarding feedback or identity theft, go to Customer Support instead of the Resolution Centre.
Note: Unpaid item cases are handled differently from other Resolution Centre cases. Sellers should use the unpaid item process when a buyer doesn't pay.
Working it out in our Resolution Centre
Open a case in the Resolution Centre to work things out with your trading partner. We'll help track and resolve your case.
As a buyer, the Resolution Centre may assist you when:
You pay for and receive an item, but it doesn't match what was described in the listing. For example, the listing says it's new but it looks used, or the listing says it's a book, but it's a DVD.
You pay for an item using PayPal but don't receive it. You may be covered by eBay Money Back Guarantee for your purchase price plus the original costs of postage & packaging.
If the seller isn't helping you, customer support may handle the case and resolve the problem.
As a seller, the Resolution Centre may assist you when:
You sold an item but haven't received payment. Unpaid item cases are handled differently from other Resolution Centre cases. Use the unpaid item process when a buyer doesn't pay.
You want to manage a case when a buyer has claimed that an item wasn't received or didn't match the item description.
Timing is important
If someone opens a case with you, it's important to respond quickly and work with your trading partner to resolve the problem. There is a window for opening a case, being credited for certain fees or taking certain actions in response to a case. You'll receive this information when you file a case.
If you're a seller and you don't address your trading partner's concerns, or don't respond within the time specified, the case could be sent to us for review.
If you're a seller, you have 8 days to respond to a case for items not received or that don't match the seller's description.
If you're a buyer and you've had a problem with your purchase, contact us so that we can help.
You'll need to wait at least 1 day after the estimated delivery date or 10 days after your payment was made if you weren't given an estimated delivery date.
You have up to 45 days after you paid for an item to file a case.
If 8 calendar days have passed and the seller hasn't responded, you can ask Customer Support for help. We'll review the case and may give you a refund up to the value of the purchase price plus original P&P cots. If we don't hear from you within 30 days of you opening the case, we'll assume the case has been resolved and we'll close it with no additional action. Once the case has been closed, it can't be reopened.
For more information on the item that the case refers to, click the View purchased item link to go to the description of the item that was purchased.
Important for sellers: If you sell on eBay.com or eBay.de, cases from these buyers may have different timelines. Find out more about responding to cases on international eBay websites.
Responding to a case against you
Here's how to respond to a case:
You receive an email from eBay describing the case
Read about the issue and click the Respond Now button
– Case details page appears. Fill in your information and click the Submit response button
You receive a confirmation that your response has been sent to your trading partner
Keep communicating until you've resolved the case
To help yourself, your trading partner and eBay, make sure you keep track of your communication and respond to the case only as indicated by the emails (through the Resolution Centre)
If you aren't able to work things out with your trading partner, we'll review the case and determine an outcome—such as a refund, transaction reversal, or buyer's requirement to complete payment (among other possibilities)
If you experience problems with your transaction, we recommend that you communicate directly with the seller to resolve any dispute. However, should you continue to experience difficulties with your transaction and would like advice on your consumer rights, you may contact the free government advice line Consumer Direct on 08454 04 05 06.