NOTE: (a) All processes listed under this section for resolving your transaction problems with your trading partner will be covered under and be subject to the specific terms and conditions of the ebay Guarantee* program. (b) In the event of any conflict in the terms and condition listed under this section and with those applicable to eBay Guarantee* Program, terms and conditions of the eBay Guarantee* program shall always prevail.  (c) eBay may, at its sole discretion and without prior intimation alter, modify or withdraw any of the processes listed under this section or under the eBay Guarantee* program.

*Terms and conditions apply.

Try communicating with your trading partner

Working it out in our Resolution Centre

Timing is important

Responding to the correct version of the listing

Responding to a case against you

If you ever have a problem with a sale, eBay is here with resolution guidelines, programs, and services to help you get the best outcome possible.

If you have a problem regarding Feedback or identity theft, use the Contact Us links in Help instead of the Resolution Centre.

Try communicating with your trading partner

Most problems are best resolved with early and direct communication between the buyer and seller. Contact your trading partner to discuss the issue by phone or email. Our tips for communicating with your trading partner help you resolve issues as quickly and easily as possible.

You can contact any eBay member through our email forwarding system. Here’s how:

You can also ask for your trading partner's phone number and direct email address by requesting their contact information.

Working it out in our Resolution Centre

If you're not able to work it out directly with your trading partner, you can open a case at the Resolution Centre. eBay then contacts your trading partner and helps you both discuss, track, and resolve your case.

Who can use the Resolution Centre

As a buyer, you can work out the following situations at the Resolution Centre:

• You pay for and receive an item, but it's significantly not as 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 but don't receive it.

As a seller, you can work out the following situations at the Resolution Centre:

• You sold an item but haven't received payment.

• You want to cancel the transaction.

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. Most issues have a window for when you can open cases, be credited for certain fees, or be eligible for buyer protection. You'll receive this information when you file a case.

If you don’t address your trading partner's concerns or don’t respond within the time specified, the case could be escalated to our Trust and Safety team. 

• If you're a buyer, you have 7 days to respond to a case for an unpaid item, or when the seller wants to cancel the transaction. If the case is for an unpaid item and you don't respond, you could receive an unpaid item which can lead to restrictions or suspension of your account.

• If you're a seller, you have 7 days to respond to a case for items not received or that don't match the listing description.

Note: If you need to refresh your memory about the item that the case refers to, click the View purchased item link to go to the description of the item that was purchased.

Responding to the correct version of the listing

It's possible that the seller has listed more than one version of a listing.  To make sure that your case is for the correct version, click the View purchased item description link in the Item details box.

Responding to a case against you