On this page
- Get help with an item that hasn't arrived
If your item hasn't arrived, you can ask the seller for a refund. Some sellers may also be able to send you out a replacement item, if they have one.
4 min article - Tracking your item
You can follow your package online all the way to your shipping address when the seller uploads tracking information.
1 min article
- Return an item
This article applies to cross-border transactions.
If your item arrives damaged, doesn't match the listing description, or is the wrong item, you can return it. If you've changed your mind about a purchase, you can ask the seller if they'll accept a return.
4 min article - Get help if you bought as a guest
If your item hasn’t arrived, has turned up damaged or faulty, or if you just want to return it, let the seller know so they can help you out. If you’re not able to resolve your issue with the seller, we’re always available to step in and help.
3 min article
- Help a buyer with an item they didn’t receive
If a buyer doesn’t receive their item, they’re entitled to a refund unless you can provide tracking information showing that it was delivered.
3 min article - How to handle a return request as a sellerYou can choose whether to accept returns if a buyer changes their mind about a purchase. However, if an item arrives damaged, doesn't match the listing description, or if the buyer receives the wrong item, you'll generally need to accept the return.4 min article
- Ask eBay to step in and help for sellers (CBT only)
If your cross-border transaction (CBT) buyer lets you know about an issue with their purchase and you can’t resolve their problem within 3 business days, you can ask us to step in and help.
2 min article - Appeal eBay’s decision about a return or missing item for sellers (CBT only)If you don’t agree with our decision after we’ve stepped in to help resolve an issue between you and your cross-border transation (CBT) buyer, you can appeal by providing new information within 30 days of the case being closed.2 min article
- Refunding buyers
Depending on the situation, there are a number of ways a refund can be issued. Refunds can be issued by you, or by eBay.
2 min article - Handling payment disputes
If your buyer opens a payment dispute, you can generally choose to accept the dispute, or challenge the dispute with supporting evidence.
3 min article - Return shipping for sellers
Who pays for return shipping—you or the buyer—depends on which eBay site the transaction took place on, the reason they’re returning the item and your return policy.
4 min article - Setting up your return policy
To save time when managing return requests for your cross-border transaction (CBT) customers, many eBay websites allow you to set up rules to automatically accept returns or send immediate refunds.
2 min article