Resolving selling problems

Sell with confidence. Find out how you can avoid transaction problems and resolve issues.

Solve a problem

Click the Advanced link at the top of the eBay home page. On the left side of the page, click Find contact information and follow the instructions.

First, contact your to find out what's going on. If you don’t get a response, you can report an unpaid item in the Resolution Centre or use Unpaid Item Assistant to open and close unpaid item cases on your behalf. If you open an unpaid item case in the Resolution Centre, and the buyer still doesn't pay, you can receive a final value fee credit on the transaction. You can then make a Second Chance Offer to another bidder, or relist the item. If you relist the item, you may qualify for an insertion fee credit.

My buyer backed out of the sale (but we\'re on good terms).

For an active auction-style listing, you can agree to let the buyer cancel the bid. If the listing already ended, you may be able to cancel the transaction in My eBay.

I\'m not able to follow through on my sale.

For an active listing, end your listing early. If the listing has ended, you may be able to cancel the transaction in the Sold section in My eBay.

Help topics

Basics

How sellers can avoid transaction problems
These tips can help make your transactions trouble-free.

Knowing your buyer
The more you know about your buyer, the better your chances of a successful sale.

What to do when a buyer doesn't pay
When a buyer doesn't pay, we’ll work with you to help resolve the situation.

Using Unpaid Item Assistant
Set up this tool in your account preferences to automatically open and close unpaid item cases on your behalf.

Cancelling a transaction
Find out what to do if you and your buyer agree not to complete a sale

Contacting eBay members
Trying to get in touch with someone? Find out how.

Communicating with your trading partner
Sometimes miscommunication happens. Get tips on how to work things out.

Handling problems with your buyer
Learn what to do if you think your buyer is breaching eBay policies, or if you are having other problems with a buyer.

Limits on buyer activity
To protect sellers, we sometimes step in to restrict what buyers can do.

Listing and selling allowances for eBay sellers
To help you become a successful seller and to ensure a safe experience for all eBay members, your selling privileges may be limited.

Beyond the basics

Reporting inappropriate trading
When members report cases of inappropriate buying or selling, we'll try to resolve the issue.

Our role when you need to resolve a problem
Our goal is to promote a safe place for our members to buy and sell.

Responding to a request when your buyer doesn't receive an item
If your buyer reports not receiving an item, you'll be given options for responding to the case.

Responding to a request when the item doesn't match the listing description
Learn about your options if a buyer reports that the item doesn't match your description.

Running your transaction defect report
Review factors affecting your detailed seller and gain insight into how you can improve them.

Receiving a returned item and refunding your buyer
In some cases, a buyer may need to return an item to you for a refund.

About reimbursement
If a buyer has a problem with a transaction, we may refund the buyer directly and seek reimbursement from you.

Legal info

Creating legally compliant listings
Read our guidelines to help you understand basic legal issues for buying and selling.

Trademark and domain name basics
Find out why intellectual property rights must be protected.

Contact us

Have a question? We can help.

Ask eBay members

Get help from other eBay members. Visit the Answer Centre to post a question.

Shortcuts

Find a member

Rules & policies

Knowing the rules for sellers

Unpaid item policy

Buying practices policy

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