If we're asked to step in and help with an eBay Money Back Guarantee case, and we decide in the buyer's favor, we may refund them directly, and then seek reimbursement from you.
If we refund your buyer, we'll let you know by email, and include the reimbursement amount – which is the cost of the item plus the original cost of shipping.
How reimbursement works
If we refund a buyer directly, we’ll generally seek reimbursement from you within 24 hours.
For purchases made with PayPal, funds from your PayPal account are automatically reversed to refund the buyer. If the full amount isn't available in your PayPal account, we may deduct the remaining amount when it becomes available.
We’ll need another reimbursement method, such as a credit or debit card, if the buyer hasn't paid with PayPal, there are insufficient funds in your PayPal account, or PayPal isn't your chosen reimbursement method.
You also have the option to make a one-time reimbursement payment if we refund a buyer on your behalf. We’ll send you an email with the case details and a link to where you can make a payment. If you make a one-time reimbursement, the funds are withdrawn straight away.
If we refund the buyer for multiple transactions, we’ll seek reimbursement for the full amount. You’ll see separate line items for each transaction requiring reimbursement in your payment method statement. The reimbursement amount is charged to your PayPal account or your payment method on file, or we’ll add it to your next seller invoice.
Adding or changing your reimbursement payment method
When you create a seller account, we ask you to add a payment method for both seller fees and reimbursement charges.
To add or change your reimbursement payment method:
- Go to Account and select Personal information - opens in new window or tab.
- In Seller Hub - opens in new window or tab, go to Site preferences and select Financial information under the Business information tab
What happens if you don't reimburse eBay
If we aren’t reimbursed having refunded your buyer, your account may be put on hold or suspended, preventing you from buying or selling on eBay. Once your outstanding reimbursements are paid, the hold or suspension will be removed.
If we suspend your account and you continue to withhold reimbursement fees, your details will be passed on to a collections service.