What to do when a buyer doesn't pay (unpaid item process)
We want you to be happy with your selling experience. If you don't receive payment for an item you've sold, we're here to help with guidelines and tools for resolution. If you haven’t received payment after 4 days, here’s what to do.
||Talk to the buyer|
Most problems can be resolved by communicating directly with your buyer. If a couple of days have passed since a buyer won your item, and you still haven’t been paid, contact your buyer
and find out whether he or she plans to pay or has attempted to pay for the item. If the buyer has attempted to pay, try tracing the payment through PaisaPay or the buyer’s other payment method. Here are some tips for communicating with your buyer
||Work it out in our Resolution Centre|
If you can't work things out directly with the buyer, you can open an unpaid item case in the Resolution Centre
Timing is important
Be aware of the timing for resolving your case, because there are windows for when you can open and close the case and be credited for certain fees.
You can open an unpaid item case in the Resolution Centre as early as 4 days after the sale and up until 32 days after the sale if you don't receive payment from the buyer.
Note: This means you have to wait at least 4 full days before you can open a case, unless the buyer is no longer registered. For example, if the listing ended on October 5 at 11:15 am, you can't open the case until at least October 9 at 11:15 am.
The buyer has up to 4 days to send payment after the case is opened. During this time the buyer can also contact you to request a payment extension or another arrangement. Of course you can agree to the buyer's request, but you're not obligated to make special arrangements.
You need to close the case within 36 days of the sale date.
On the 37th day after the item has ended, if you haven't closed the case, eBay automatically closes it and you do not receive a final value fee credit. Your trading partner won't automatically receive an unpaid item on their account.
Once the case is closed by you or eBay, you can't reopen it.
Opening a case
Timeline: 4 to 32 days after the sale
You need to open the case at the same eBay country site as where you sold the item.
Go to the Resolution Centre
or click the Resolution
Centre link at the bottom of most eBay pages.
Select I haven't received my payment yet, and then click Continue.
||We contact the buyer to request payment|
We contact the buyer immediately after you open the case.
The buyer has 4 days from the time you opened the case to pay.
If the buyer doesn't pay within 4 days, you can close the case and an unpaid item may be recorded on the buyer's account. If the buyer has contacted you and you've agreed to extend the payment deadline, you can wait up to 36 days after the item ended to close the case.
||Close the case|
Timeline: As soon as 4 days and up to 36 days from the date of purchase.
Note: You need to wait 4 full days before you can close a case. For example, if you opened a case at 11:15 am on October 5, you have to wait until at least 11:15 am on October 9 before you can close the case.
If you close the case or the case expires (37 days from the date of purchase) you won't be able to reopen it or open another case for this purchase.
When a case is closed automatically, the buyer won't automatically receive an unpaid item recorded on their account.
You can close the case if the buyer doesn't send payment within 4 days.
To close the case:
Under Have you received payment from the buyer?, select Yes or No.
When you close the case, we're automatically notified. We may take action against the buyer, including recording the unpaid item on the buyer's account. If a buyer has a history of unpaid items, it can lead to limits or loss of buying privileges.
If your problem isn't resolved
If the buyer didn't pay, you may be credited for the final value fee.
You can relist the item (and you may be credited for the insertion fee as well as the final value fee).
When you close the case, our Trust and Safety team is automatically alerted. Actions may include recording unpaid items on the buyer's account, which can lead to limits or loss of buying privileges.
If you suspect fraud, report the buyer.
If you think your buyer bought or tried to buy an item fraudulently, read the fraud information on the Avoiding payment problems page and report the buyer. We don’t provide mediation, collect payment, or otherwise force a member to complete a transaction. We will, however, review reports of attempts to purchase items using fraudulent funds and take appropriate action in accordance with our rules and policies.
You can also:
Contact local law enforcement in your area, as well as the buyer's area. We’ll cooperate with any investigation after you've closed a case in the Resolution Center.
Note: After the introduction of the new UPI process, email communications with your customers will be clearer and more neutral in tone. For example, we no longer refer to "unpaid item strikes." The consequences for buyers haven't changed—just how we communicate them. Emails will come from eBay directly and there will be fewer emails, and fewer pages to fill out in general.
Have a question? We can help.