Majority of transactions on eBay are hassle-free. However, there might be occasions where your item didn’t arrive or is significantly different from what was described in the listing. In such cases, our eBay Guarantee Program will help resolve any such claims arising from the transactions with your sellers on the site by:

Replace

We'll make sure you get a replacement for your ordered item

OR

Refund

You will receive a refund of the purchase price and original postage costs if you paid using PaisaPay.

 

How eBay Guarantee works:

 
 
 

STEP 1

Contact Seller

If you haven’t received your shipment or are not satisfied with the product received, you can reach out to the seller with 10 days of the expected delivery date. You can do so from the “My eBay” section

STEP 2

Seller helps you

After reaching out to the seller with your concerned issue, he will help you resolve your problem within 4 days of filing the claim.

STEP 3

Not Resolved? ebay Helps You

If after 4 days of raising the claim, the seller does not reach out to you or helps you reach a closure, eBay will step in and help you with the solution after the eligibility checks for the claim as per the terms and conditions of eBay Guarantee* Program and other eBay Rules and Policies.

STEP 4

Problem Solved!

We will get in touch with you within 48 hours with a resolution. If the dispute is as per the eligibility checks, we shall replace your product or refund your money through PaisaPay.

 
 
 

Here's What You Can Do:

Get in touch with the seller of your order to help resolve your issue.

If your issue is not yet resolved, you can raise a claim with eBay here.

Check the status or update on your raised claim.

 
 

Top 10 Frequently Asked Questions

 

What are the benefits of eBay Guarantee*?

eBay Guarantee* offers following multiple benefits:

  • An effective and efficient redressal of valid, true and correct claims by buyers
  • Opportunity for sellers to make it right
  • eBay Customer Support Representative actively follow up with both buyer and seller to get their concerns resolved as soon as possible, if there is no resolution or outcome during the Seller Make It Right (SMIR) period
  • No processing fee
  • Provide to have a safe platform to make sure that you get the item you wanted - a replacement or your money refunded including shipping cost
 

As a Buyer, when should I file an eBay Guarantee* claim?

We suggest you first communicate with the respective seller directly through eBay member to member communication, seller phone number and email provided by seller.

In case the buyer does not receive the item he has paid for or if the product is significantly different than what was described in the listing, he has an option to register a claim. If the item is not received under cash on delivery (COD) transaction, this option may not be applicable since the product has not been delivered and there is no movement of cash. For more details, please refer timelines to file a claim under eBay Guarantee Program.

If the item had no issues when received, but an issue arises related to the functioning of the product after expiry of claim timeline under eBay Guarantee, such issues should be attempted directly with the Seller for a favorable resolution.
 

What are the timelines to file an eBay Guarantee claim?

For an Item Not as Described concerns: within ten (10) calendar days from the date of item delivery.
For Item Not Received concerns within ten (10) calendar days from the Estimated Date of Delivery (EDD) or eighteen (18) calendar days from the date of payment made by buyer, whichever is earlier.

 

How do I file a claim under eBay Guarantee Program?

If your concerns are not resolved despite you contacting the seller, a claim can be filed at My eBay or My PaisaPay by logging into your eBay account.

 

How do I contact the seller?

Select the item from your Purchase History in My eBay. Initiate a contact with the seller on eBay member to member platform so that we can track the seller’s response and help you, if needed.

 

What kind of transactions are covered?

All transactions made on eBay India website through PaisaPay or PaisaPay COD (including Global Easy Buy)_ are covered under eBay Guarantee. Please click here to see the details of non-eligible transactions and non-eligible product categories.

 

What is SMIR?

 Seller Make It Right [SMIR] provides four (4) calendar days for sellers to address buyer’s concerns after an eBay Guarantee* claim has been opened by buyer.
 

How long does it take for a claim to get settled?

The process for resolving claims under eBay Guarantee involves following four steps:

  1. Seller Make It Right: Provides (four) 4 calendar days to seller to redress buyer’s concerns from the date when claim is filed.
  2. Eligibility check: This process step involves eligibility checks for the claim per terms and conditions of eBay Guarantee* Program and other eBay Rules and Policies.
  3. Redressal of claim: This process step deals with appraisal of claim including collection of supporting documents/information, discussion with users and other stakeholders etc. and evaluation to resolve the concerns.
  4. Decision and Closure of Claim: This process step involves closure of claim and communication to the users.
Our target is to close all claims within a time frame of 20 business days, however this timeframe for resolving a claim varies, depending on the nature of the transaction, along with how responsive the users, logistic service providers and other stakeholders are.
 

How do I get to know the status of my claim?

Generally, you will get the progress updates of your claim through our communications via SMS and/or emails (registered with eBay) at regular intervals. If you still have a question, you may clarify the same when you get a call from eBay Customer Service Representative or you may reach us through email, chat or phone with your PaisaPay or Claim ID to serve you better.

 

What should I do once the seller has resolved my issue?

Make sure your concerns are fully resolved. For example, you’ve received the refund or replacement promised. Once you’re happy with the resolution your seller provided, please close your request in My eBay and provide a feedback to the seller. Remember, once a claim is closed per your request, you can’t re-open it.