2 min article

Check the status of your return or missing item request

If you sent a request to let the seller know that you either didn't receive your order or the item doesn't match their description, you can check on its progress while it's being resolved.

We've temporarily extended our returns timelines and adjusted our eBay Money Back Guarantee policy to help you if you need to return an item during COVID-19.

You'll now have 21 business days from when a return is accepted or a shipping label is provided to you to send your item back. Once tracking shows that the item has been successfully returned, the seller has 5 business days to inspect the item and issue your refund.

You'll find more information in our article on Additional supports during COVID-19 for buyers and sellers.


Once you've let the seller know you've had an issue with your order, they have 3 business days to respond and help resolve things.

Check the status of your request

When you've opened a request, you can track its progress at any time.

Check my request status

If it's been less than 3 days since you opened the request, give the seller more time to get in touch. Most sellers are happy to help once they know there's an issue.

You can also find details of how it's progressing in your Purchase History - opens in new window or tab.

Get help from eBay

If the seller hasn't responded after 3 business days, or if they've responded but their solution isn't acceptable to you, you can ask us to step in and help:

  1. Select the Go to your open requests button below.
  2. Find the item you'd like our help with.
  3. Select Take action.
  4. Select Ask eBay to step in.
Go to your open requests - opens in new window or tab

Once you've asked us to step in, it can take up to 48 hours for us to respond to you and the seller with our final decision. Read our article on asking eBay to step in and help for more information.

Getting your refund

It usually takes 3 to 5 business days to receive a refund to your PayPal account. If you paid with a credit card, it may take up to 30 days to get your money back, depending on your card provider.

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