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        4 min article

        Get help with an item that hasn't arrived

        If your item hasn't arrived by the estimated delivery date, you're covered by eBay Money Back Guarantee. In most cases, it's easy to resolve.

        You're protected
        We'll work with you and the seller to resolve the issue, and if the item can't be delivered, you'll receive a refund. Report within 30 calendar days of the delivery date to stay eligible.

        What happens from here

        1. Estimated delivery date passes — Your item still hasn't arrived.
        2. Report it — Ask the seller for an update, replacement, or refund.
        3. Seller has 3 business days — Most sellers respond and resolve it directly.
        4. Ask eBay to step in — We review and usually respond within 48 hours.

        Check if your item is on its way

        Track your order in Purchases - opens in new window or tab. Check the expected delivery date, shipping address, and latest tracking updates.

        Wrong shipping address?

        If the address you gave at checkout was wrong, select Contact the seller on the order page and see if they'll cancel the order so you can buy it again with the correct address. If it's already shipped, they can't cancel it. In this case, you should try to collect the package from the original address if possible.

        Tracking says delivered, but I don't have it

        This happens more often than you'd think. Before reporting it, check a few things first:

        • Look around your property, porch, or mailroom. Sometimes packages are left somewhere unexpected.
        • Ask a neighbor in case they took delivery for you while you were out.
        • Get in touch with the carrier and ask if they can help.
        • Check your building's front desk or reception if you live in an apartment.
        • Look at the delivery photo (if the carrier provided one) to see exactly where it was left.

        Still can't find it?
        Report the issue to the seller using the button below. The seller may be able to provide additional delivery information or help resolve the issue.

        Report that your item hasn't arrived

        The seller is the best person to reach out to first. You can ask for an order update, a replacement, or a refund back to your original payment method. Most sellers respond within 3 business days. Report within 30 calendar days of the delivery date to stay eligible for buyer protections.

        Report an item you didn't receive

        How do I report it through My eBay?

        1. Go to Purchases - opens in new window or tab and find the item.
        2. Select More actions beside the item, then I didn't receive it.
        3. Check I'd like a refund or I'd still like the item.
        4. Add any additional information.
        5. Select Send request.

        I only received some of the items I ordered. What do I do?

        Use the button above to report the missing item. For sets and bundles, if something's missing you'll need to open a return request instead. For example, if you bought a set of six paintbrushes but only received four.

        Ask eBay to step in and help

        If the seller hasn't responded, or hasn't resolved it after 3 business days, you can ask us to step in — you have up to 21 business days from when you opened the original request.

        1. Find the item in your Purchases - opens in new window or tab.
        2. In More Actions, select See request details.
        3. Select Ask eBay to step in and help.
        4. Choose a reason, then select Confirm.

        We'll review the details of your case and aim to resolve it fairly, usually within 48 hours. If you disagree with our resolution, you can appeal with new information within 30 calendar days of the case closing.

        If your order arrives after you've reported it

        Close your request to let the seller know it's resolved.

        If there's a problem with the item (or you want to return it), close the "item not received" request first and open a return request instead.

        If you've already been refunded, contact the seller about sending the item back and keeping the refund, or reimbursing them.

        How do I close my request?

        1. Go to Purchases and find the item.
        2. Select See request details, then Close your request.
        3. Choose your reason and add details if you want.
        4. Select Close request.

        You won't be able to reopen the request or case once it's closed.

        Frequently asked questions

        How long does the seller have to respond?

        Up to 3 business days.

        When can eBay step in?

        After the seller has had 3 business days to respond, and up to 21 business days from when you opened the request.

        Will I get my money back?

        If your purchase is covered by eBay Money Back Guarantee and the item doesn't arrive, you'll receive a refund.

        What if tracking says "Delivered" but I don't have it?

        Check around your property, with neighbors, or at your building's front desk first. If you still can't find it, report it. See Tracking says delivered, but I don't have it above.

        If your item doesn't arrive by the expected delivery date, the seller is the best person to help. You can ask us to step in if they don't provide a solution within 3 business days.

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