From July 10, 2018, some of our time frames for item not received cases and return requests will change.
- The new time frames apply to any case or request opened on or after July 10
- If your case or request was opened before July 10, the old time frames apply
Choose from the menu below to see our new time frames.
When eBay can be asked to step in and help
| When eBay can be asked to step in and help |
Before July 10, 2018 |
From July 10, 2018 |
|
When you can ask eBay to step in and help
How long the seller has to resolve a request opened by a buyer, before eBay can be asked to step in and help.
|
3 business days |
No change |
|
When eBay can be asked to step in if a seller doesn’t accept a request
The time frame buyers and sellers have to ask eBay to step in and help, after an item not received or return request is not accepted by the seller.
|
30 calendar days |
21 business days |
| Return shipping |
Before July 10, 2018 |
From July 10, 2018 |
|
Return shipping – Dispatch time
The maximum time a buyer has to send the item back, after the seller accepts their return request.
|
5 business days |
No change |
|
Return shipping – Domestic transit time
The maximum time for a return to be delivered to the seller after the buyer ships it back.
|
13 business days |
5 business days |
|
Return shipping – International transit time
The maximum time for a return to reach the seller once the buyer ships it back. This timeline is used when one party in the transaction is based outside of the US.
|
New |
14 business days |
| Buyer refunds |
Before July 10, 2018 |
From July 10, 2018 |
|
Buyer refund
The maximum time a seller has to refund the buyer, after return tracking shows it’s been delivered.
|
6 business days |
2 business days |
|
Buyer refund confirmation
The maximum time for the buyer to confirm they’ve received a refund, after the seller marks the refund as sent. Refunds issued through PayPal are automatically confirmed.
|
6 business days |
5 business days |
|
eCheck refund processing
The maximum time for an eCheck refund to be processed before the return is closed.
|
5 business days |
No change |
Cases and requests closing automatically
| Cases and requests closing automatically |
Before July 10, 2018 |
From July 10, 2018 |
|
When a return closes automatically
The time frame after which a return request is closed by eBay if no action is taken by either the buyer or the seller.
|
30 business days |
21 business days |
|
When an item not received request closes automatically
The time frame after which an item not received case is closed by eBay if no action is taken by either the buyer or the seller.
|
30 calendar days |
21 business days |
Whenever we're asked to step in and help with a return or missing item request, we do our best to come to the fairest decision. Sometimes, though, you might not agree with our decision, especially if there's additional information you can provide that you think should be considered.
When you make an appeal, we'll review the case and any new information you provide and come back to you with a final decision. Normally we'll get back to you within 48 hours, though occasionally it can take a little longer.
Information you'll need when appealing
If you want to appeal the decision on a case, you'll need to provide new, additional information, to back up your appeal. This can include things like:
- Photos showing that the item doesn't match the listing description
- Tracking details showing that the seller received the item you returned
- Proof that your item was delivered to the wrong address
- A copy of a police report if applicable
How to appeal a decision
You can start an appeal by selecting the item above, or by following these steps:
- Find the item in your Purchase history - opens in new window or tab, and select See case details.
- Select Send us an appeal.
- Fill in the details and select Submit.
You can appeal a decision at any time within 30 days of the case being closed.
Appeal your case
