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4 min article

Get help with an item that hasn't arrived

If the estimated delivery date for your order has passed and your item hasn't arrived, you can let the seller know by reporting that you didn't receive it.

Quick tip

Once you've reported that an item hasn't arrived yet, you can check the status of your request at any time by selecting the button below.

 

Are you a seller looking to help a buyer with an item that hasn't arrived? Read our article on responding to an item not received case

Check if your item is on its way

If your item hasn't arrived, you can track your order in Purchases. You can check the expected delivery date, the address it's being shipped to, and the latest tracking updates.

Check delivery information - opens in new window or tab

What to do if you provided an incorrect shipping address

If the shipping address you provided during checkout is incorrect, select Contact the seller on the order page and see if they'll cancel the order. They can then relist the item and you can buy it again with the correct address.

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

Tip
If the tracking for your item shows that it's been delivered, check with a neighbor in case you weren't home when the package arrived and they took delivery of it for you.

Report that your item hasn't arrived

The seller is the best person to help if the delivery date has passed and your item hasn't arrived. 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.

To be eligible for buyer protections, you need to report the item hasn't arrived within 30 calendar days after the delivery date, so get in touch with the seller as soon as you can. Refunds are typically available within 3-5 business days.

Report an item you didn't receive

How to report an item that hasn't arrived through My eBay

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

What to do if you've only received some of the items you've purchased

If you bought more than one item from the same seller, but one of them was missing when your order arrived, you can use the button above to report that you didn't receive an item.

For sets and bundles, if something's missing, you need to open a return request instead. For example, if you bought a set of six paintbrushes but only received four, you can return the set for a full refund or the seller may offer to let you keep the ones you received and give you a partial refund.

Ask eBay to step in and help

If the seller hasn't responded, or hasn't provided a resolution 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.

Here's how you can ask eBay to step in:

  1. Find the item in your Purchases.
  2. In the More Actions drop down menu, select See request details.
  3. Select Ask eBay to step in and help.
  4. Select a reason from the dropdown menu, then select Confirm.

Go to Purchases - opens in new window or tab

When we step in, we'll review the details of your case and will aim to resolve it in the fairest way possible. We normally come back with an answer within 48 hours, though occasionally it might take longer if we need more information.

If you don't agree with our resolution, you can appeal by providing new information within 30 calendar days of the case being closed.

If your order arrives after you've reported it

If your item arrives, you can close your request. This lets the seller know that the issue is resolved.

If there's a problem with the item or you want to return it, you'll need to close your item not received request, and open a return request instead.

If you've already received a refund, get in touch with the seller about what to do next. For example, you could:

  • Send the item back and keep the refund
  • Keep the item and arrange to reimburse the seller

How to close your request

  1. Go to your Purchases - opens in new window or tab and find the item.
  2. Select See request details and then Close your request.
  3. Select your reason for closing the request from the dropdown, and add details if you want to.
  4. Select Close request.

If you've already asked eBay to step in, you'll see 'case' rather than 'request'. You can still close it if things are resolved.

Tip
You won't be able to re-open the request or case once it's closed.

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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