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Resolving buying problems

Find out what to look for before you bid or buy, and how to avoid common mistakes. If you ever have a problem with a purchase, learn about our buyer protection programs.

Solve a problem

To request a seller’s phone number, click the “Advanced Search” link at the top right of any eBay page. Once you’re on the search page click the “Find Contact Information” link on the left side, under the “Members” section, and follow the instructions.
It may be just a simple misunderstanding. Email your trading partner. If that doesn’t work, request their contact information and try to call them. You can also use these tips to try to work things out.
If you haven’t placed a bid yet, use the "Ask seller a question" link on the item page. If you’ve already won or bought the item, email or call the seller and ask if a different payment method can be worked out.
If your item hasn't arrived, or is significantly different from its description, first contact the seller. Find out what else you can do to resolve the issue.
If you buy an item and the seller doesn't receive payment for any reason, the seller can open an unpaid item case with you. If you receive notification, it's important to respond quickly to resolve the problem. If you don’t address your trading partner's concerns or don’t respond within seven days, the case is escalated to our Trust and Safety team.

Help topics


Safe trading tips for buyers
Before you bid or buy, read these recommendations.

Knowing your seller
Get to know your seller and avoid problems later.

Choosing items confidently
These tips will help you make your decision to buy easier.

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

Communicating with your trading partner
Sometimes misunderstandings happen. These tips will help you work things out.

Buyer protection programs

About our buyer protection programs

Learn how our programs and processes can help protect your purchase in case of a problem.

What to do if you don't receive an item or it's not as described
Learn what to do if you paid for but didn’t receive an item, or if the item is different from its description.

Beyond the basics

Limits on seller activity

We’re committed to reducing fraud and negative buying experiences.

Resolving transaction problems in the Resolution Centre

If you have a problem with a transaction, contact your trading partner. If that doesn’t work, you can work it out in our Resolution Center.

Appealing unpaid item

Find out how to appeal an unpaid item.

Contact us

Have a question? We can help.

 Contact us

Rules & policies