eBay Buyer Protection Program While the vast majority of eBay transactions are trouble-free, there are occasions when transactions do not work out as expected. When buyers face any transaction problems, our Buyer Protection Program can be of great help.
Buyer transaction problems could be of the following two types:
Paying for an item and never receiving it; or Receiving an item that is significantly different than what was described, such as winning a solid gold necklace but receiving a copper one instead.
Buyer Protection Coverage Limit
Up to Rs. 50,000 in case of PaisaPay payment (minus Rs. 50.00 for processing costs)
Note: PaisaPay buyer protection will be applicable to all completed transactions paid through PaisaPay. Learn more Note: Buyer can claim full refund on a PaisaPay within the timelines to report that the item was not delivered. Learn more
Up to Rs. 10,000 in case of other safe payment modes (minus Rs. 50.00 for processing costs) Coverage for the amount which you have paid using eBay Gift Vouchers would be paid in the form of eBay Gift Vouchers only.
Learn about the safe payment methods on eBay
Note: Retain the photocopies of the Cheque / Demand Draft / Bank Deposit slips and all offline correspondence with the seller. Eligible transactions
Under the Buyer Protection Program, the following transactions or items are eligible for protection coverage:
The final price of the item is over Rs. 50.00. Multiple listings cannot be combined into one claim to become eligible, even if purchased from the same seller. You are a winning bidder or fixed price buyer of an item listed and transacted on www.ebay.in Both you and the seller had a Feedback rating of zero or above at the close of the listing. Payment was sent to the seller in good faith and proof of payment can be documented. You have not exceeded the three claims per six-month limit.
Non-eligible transactions
The following items are not eligible for protection coverage under the Buyer Protection program:
Items which are not significantly different from the item description (the value of the item is not affected) In case of a PaisaPay payment, if the timeline to confirm that the item was delivered or not has not yet elapsed. Items paid for with cash or instant money transfer services such as Western Union Items that have been altered, repaired, discarded or resold Items which are picked up or delivered in person Intangible items, such as services or digital items Double payment or overpayment Shipping and handling fees Buyer's remorse (items bought by mistake or if you change your mind)
How to request Standard Buyer Protection
Step |
Timeframe |
Step 1:
Report an item not received or significantly not as described To do this, please go to the Resolution Center in My eBay. This online communication tool helps you track, discuss, and resolve a dispute as quickly as possible. If the dispute can’t be solved and after a certain timeframe, you can close the dispute and request buyer protection. |
Between 10 to 45 days after the transaction date
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Step 2:
The buyer can escalate the dispute to a claim. From My eBay, click the "Resolution Center" link. From the Resolution Center, click the relevant dispute. On the View Dispute page, click the link to the Standard Purchase Protection Program claim form. Fill out the form and click "Submit" to file your claim. |
If the seller does not respond to the dispute within 10 days Anytime after the seller responds to the dispute and at least 30 days after the item listing closed
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Step 3:
Submit proof of payment - An eBay claims administrator may contact you via email, asking you to provide proof of payment. Proof of payment may be provided in the form of a photocopy of the demand draft, receipt, cheque, etc. In case you have made the payment through PaisaPay, you may not be requested to provide your payment proof.
Note: If you have made your payment through Bank Deposit or Online Bank Transfer, also provide us with the following details:
Seller’s bank account number Seller’s bank account name
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Within 14 days of submitting your claim
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Step 4:
Submit Letter of Authenticity (if applicable). If you would like to avail the claim for a significantly not as described item, an eBay Claims Administrator may contact you for a Letter of Authenticity or Appraisal.
The Proof of Authenticity must include the valuation of the item and contact information of the authenticator (name and telephone number) on the letterhead of the authenticator. This information can be mailed or faxed to eBay. |
After an eBay claims administrator contacts you |
Note: The eBay claims administrator will communicate with you and your trading partner during the investigation of the claim. We always appreciate your prompt assistance. If you do not respond to an eBay claims administrator's request for information within 72 hours, eBay may choose to close the claim.
Points to remember:
A dispute can only be open for 90 days after the transaction date. If the buyer has not closed the dispute within 90 days, it will be automatically closed. When a dispute is automatically closed, the buyer is not eligible to submit a claim under eBay's Buyer Protection Program.
Escalating a Dispute to a Claim
Sign in to your eBay.in account. Click My eBay at the top of the eBay homepage. On the left-hand side of the page under My eBay views, click the “Resolution Center” link. On the Resolution Center page, select “Item Not Received or Not as Described” link and click the “View dispute” link to check your dispute status. In case you haven’t received an item within 30 days from transaction date, you may choose the 3rd option to escalate to a claim to receive Buyer Protection.
Important Timelines
Buyers can open an Item Not Received or Significantly Not As Described dispute between 10 to 45 days after the transaction date (the date when the listing closes and the buyer commits to buying the item and the seller commits to selling it). File a Buyer Protection claim after 30 days but not more than 90 days from the end of listing A dispute can only be open for 90 days after the transaction date. If the buyer has not closed the dispute within 90 days, it will be automatically closed and buyer may not be able to avail Buyer Protection Claim Remember to fax the payment proof as early as possible from the time you file a claim Help us to proceed with your claim by responding to an eBay Claims Administrator's request for information within 72 hours.
Leaving Feedback after requesting Standard Purchase Protection
After you file a dispute, we encourage you to leave Feedback for the transaction. Please be honest, fair, and factual. This will help make other members aware of your experience and help keep eBay a safe place to buy and sell. Handy Tips
Retain all the communication which you had with the seller for future reference. Retain the Item ID and PaisaPay Transaction ID (in case of PaisaPay transactions) Retain the copy of the payment proof Avoid off-eBay sales, as these are not covered under the Buyer Protection Program. Remember, if a deal’s too good to be true, it probably is.
View more buyer safety tips
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