In this article:

	Provide tracking information Issue a full refund Offer another solution Have Customer Support review the case More about refunds

Most sales go smoothly, but occasionally a buyer may have a problem. Our resolution process helps buyers and sellers work out problems with items.

If your buyer reports not receiving an item, you'll be given options for responding to the case. Once a buyer files a case, you have 8 days to resolve the problem with the buyer or eBay will handle the case. When a case is opened, funds in your PayPal account associated with this sale may be put on hold until the case is resolved.

Provide tracking information

 If a buyer contacts us about an item that hasn’t been received, you can resolve the case by providing proof of delivery. We'll ask you to provide tracking information for your case that shows:

• The delivery status of the item as delivered.

• The date of delivery (which shows you sent the item within your stated handling time).

• The buyer's address, displaying at least the town/city or postal code of the address shown on either eBay's Order Details page or PayPal's Transaction Details page.

• For items £150 or more, proof of the recipient's signature.

If the tracking information shows the item is still in transit, we may ask the buyer to wait.

If an item was posted without tracking information, please let us know. We’ll review the situation, but may still find you responsible for refunding the buyer if the item hasn't arrived yet.

Issue a full refund

If the buyer asked for a refund, and you haven't yet posted the item, you can issue a full refund, including the cost of the item and original postage, by going to the eBay Resolution Centre, and reviewing the buyer's case.

If the buyer used a payment method other than PayPal, it's important that you refund the buyer using the same payment method used to buy the item. This prevents buyers from getting two refunds—one from you and one from the credit card company.

Once the case has been resolved, you'll receive a Final Value Fee credit.

Offer another solution

If the buyer still wants the item, and you can provide it, you can post the item immediately with tracking or delivery confirmation information and upload the tracking information to the eBay Resolution Centre, so the buyer knows when the item will arrive.

You can always offer another solution that the buyer finds acceptable. It's important that you and the buyer try to come to an agreement, and the buyer is happy with the outcome. Please contact the buyer through the eBay Resolution Centre, so there's a record of communications and eBay knows the status of the case.

Have Customer Support review the case

If you've tried to resolve the issue with your buyer, and feel you're unable to do anything more, you can have Customer Support review the case. This option may be appropriate if you believe more communication with the buyer won't solve the issue. Both buyers and sellers have the option of asking eBay to help.

When you choose this option, you're asking eBay to review the case and come to a decision. Keep in mind that eBay's decision on a case is final. If eBay decides in favour of the buyer, reimbursement may be deducted from your PayPal or other reimbursement payment method.

More about refunds

Once a case is opened, funds in your PayPal account (related only to that sale) may be put on hold. When the buyer is satisfied, or eBay finds in your favor, the funds are again available for use.

If you've agreed to issue a refund for an item, you must do so within 3 days. If the buyer doesn't receive the refund within 3 days, the buyer can ask eBay to help. If you agreed to refund a buyer and haven't, eBay will refund the buyer:

• If the buyer paid with PayPal, eBay will deduct the refund from your PayPal account.

• If there aren't sufficient funds in your PayPal account, or PayPal isn’t your preferred reimbursement payment method, we'll ask you to add a reimbursement payment method.

• If you've already designated a preferred payment method, we'll deduct funds from that account.

If you don't reply to a case by the resolution deadlines, or if you and the buyer can't reach an agreement, eBay will review the case and come to a decision. If we find in favour of the buyer, we'll refund the buyer directly and recover the amount of the refund from you using one of the methods described above.