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.

Check the status of my request

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

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

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

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:

Find the item in your Purchases.
In the More Actions drop down menu, select See request details.
Select Ask eBay to step in and help.
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

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

Where's my item?