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.
We want you to be happy with your buying experience. If you don't receive an item you paid for, or you receive an item that's not as described in the listing, we're here to help with guidelines and tools for resolution.
1. Talk to the seller
Most problems can be solved by direct communication between buyers and sellers. Communicate with your trading partner to try to resolve the problem. If you attempt to contact the seller by email but don’t receive a response, you can request the seller’s contact information and call them. If you can’t resolve the problem, use the steps described here.
2. Work it out with eBay
If you can't work things out directly with the seller, you can open a case with eBay.
A Buyer can open a case with eBay through the following channels
If the PaisaPay timeline to confirm is the item is still open then buyer can raise an INR and inform eBay about the reason for INR (Even item not as described cases can be escalated through channel)
Contact eBay using any of the available Customer support channel (Email, Chat & Phone support)
Use the Webform to register a Item not received, item not as described concern on the transaction
Raise a dispute in resolution center
Step 1: Registering concern using PaisaPay : For PaisaPay transactions (where the item receipt is not confirmed either by Buyer or by the System due to timeline expiry) if the Buyer not received the product within the stipulated delivery timeline or if received & the item is not as described, the buyer has the option to click on Item not received button in My PaisaPay.
Step 2: Contacting eBay customer support : Buyer can contact eBay customer support and explain his concern about the transaction and register his dispute with eBay. The Customer support executive may verify certain details regarding the transaction to understand the concern
Step 3: Using a Webform to register a dispute : Using www.ebaycourt.com/eBayguarantee
, Buyer can search & register his transaction related concern with eBay. The buyer needs to update his nature of concern and provide details to explain the exact nature of concern. The Buyer will be able to raise a concern between 5 & 45 days from transaction date.
Step 4: Using the resolution center link, the buyer can raise a dispute in the resolution center. In such a scenario the buyer can raise a dispute only between 10 & 45 days of transaction date.
Timing is important
Be aware of the timing for opening cases Buyer can open a case with eBay within 30 days of Payment realization
3. We contact the seller
Timeline: Right after you open a case with eBay
After you’ve opened your case with eBay, we contact the seller, let them know you've opened a case with eBay about your purchase, and encourage them to provide a resolution to you within the next 7 days.
4. The seller responds
Timeline: The seller has 7 days to respond.
When the seller responds to your case, you’ll be notified by email. Here’s how the seller can respond:
Item not received |
I haven’t received the payment or the payment has not yet cleared. You can provide information to the seller about your payment method. I already shipped the item.
If the item has already shipped, the seller should provide shipping details in their response. I’d like to offer the buyer a full refund.
The seller can offer to return your payment. The seller may not respond at all.
If the seller doesn't respond eBay will close the case in your favour and return the entire transaction amount to you. For PaisaPay payment method eBay will refund the amount in your original payment source. For Non PaisaPay payment eBay will make the payment through Demand Draft / Cheque.
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Item significantly not as described |
I’d like to offer the buyer a replacement
Basis your preference the seller can offer to replace your item purchased. I’d like to offer the buyer a full refund.
The seller can offer to return your payment. The seller may not respond at all.
If the seller doesn't respond, eBay will close the case in your favour and return the entire transaction amount to you once you have returned the product back to the Seller. For PaisaPay payment method eBay will refund the amount in your original payment source. For Non PaisaPay payment eBay will make the payment through Demand Draft / Cheque.
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5. Leave Feedback
Being involved in a case through our Resolution process doesn't automatically affect feedback scores for the buyer or seller.
After your item not received / item not as described case is closed, we encourage you to leave Feedback to the seller about the transaction. Please be honest, fair, and factual. This makes others members aware of your experience and helps keep eBay a safe place to buy and sell.
Quick answers about the process
When can I open a case? |
You can open your case within 30 days from the payment realization date. |
Can I Raise an “item not as described” case using “Item not received” option in My PaisaPay |
Yes. If the buyer has concern on item being not as described for a PaisaPay payment & the PaisaPay timeline is open, the buyer can raise a item not as described case by clicking on Item not received option in PaisaPay |
How long does the seller have to respond to a case? |
The seller must respond within 7 days from the time we notify him or her of the case. |
What if I indicate that the problem isn’t resolved or the seller doesn’t respond to the case within 10 days? |
If the seller doesn't respond, eBay will close the case & refund the entire transaction amount to you. Your unresolved case is referred to our Trust and Safety team, who may take action against the seller's account. |
Can I get my money back? |
Purchases made on eBay are protected by eBay Guarantee* program. |
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