4 min article

Get help with an item that hasn't arrived

If you didn't get your item, you're covered under the eBay Money Back Guarantee. We'll make sure you either receive the item you ordered, or get your money back.

If your item hasn't arrived, you're protected by the eBay Money Back Guarantee and can ask the seller for a refund. Some sellers may also be able to send you out a replacement item, if they have one.

Check your item's delivery information

If your item hasn't arrived yet it may still be in transit, so the first thing to do is to check the delivery information. You can find your order's delivery information in your Purchase history - opens in new window or tab. You'll be able see the item's expected delivery date, and the address it's being shipped to.

What to do if your item is being delivered to the wrong address

If the shipping address you provided to the seller is incorrect, select Contact the seller on the order's delivery information page and ask them to send the item to your new address. If they haven't shipped your item already, they'll be able to send it to the correct address.

If they've already shipped the item, they won't be able to help. If possible, we recommend trying to collect your package from the original address.

Tip
If your item is showing as delivered, or the estimated delivery date has passed, check with a neighbour in case you weren't home when the package arrived and they took delivery of it for you.

Let the seller know your item hasn't arrived

If the estimated delivery date for your item has passed, and you still haven't received your item, let the seller know. You have 30 days from the estimated delivery date to inform the seller that you didn't receive your item.

Report an item that hasn't arrived

Once you've told them there's a problem, the seller has 3 business days to provide a delivery update, offer a replacement, or give you a refund.

You can also report an item that hasn't arrived through My eBay - see the instructions below to find out how:

Report an item that hasn't arrived through My eBay

  1. Go to Purchase history - opens in new window or tab.
  2. Select More actions beside your item and then I didn't receive it.
  3. Tick the box beside I want a refund or I want the item.
  4. You have the option of adding a message to the seller.
  5. Select Send request.

Once you've let the seller know, you can check on the status of your request at any time.

Get your refund

If the seller offers to give you your money back, they have 2 business days to issue your refund. When they do, you'll receive an email letting you know.

It usually takes 3 to 5 business days for a PayPal refund to go through. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.

Check the status of your request

If your item arrives after you've received a refund

It's possible that your item may still arrive after you've been issued a refund. If this happens, you should get in touch with the seller and try to reach an agreement on what to do next. You can choose to either:

  • Return the item and keep the refund
  • Keep the item and arrange to reimburse the seller

Get help from eBay

Most of the time, if your item hasn't arrived, the seller will resolve your issue for you. However, if after 3 business days the seller hasn't been able to resolve your problem, we're always ready to step in and help.

Learn more about asking eBay for help.

Canceling your case

If your item arrives, you can choose to cancel your case. Here's how to cancel a case:

  1. Go to your Purchase history - opens in new window or tab and find the item.
  2. Select See request details in the More actions dropdown menu.
  3. Select Close your request and choose your reason from the dropdown menu.

It's important to make sure you're certain you want to cancel a case, as you won't be able to re-open it once it's been closed.

Tip
If your item has arrived, and you want to return it for a refund, you'll need to cancel your item not received case and open a return request.

If you haven't received your item, let the seller know within 30 days of the estimated delivery date by following the steps listed above.

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