As a seller, for transactions where eBay Money Back Guarantee applies:
You are responsible for delivering the item that was described in the listing, honoring your stated return policy, and providing a resolution when a buyer reports a problem with an order
If the purchase was completed on eBay.com, you must meet the requirements specified in this policy, including taking action within the required time frames, even if the item was listed on a different eBay site
For Trading Cards, buyers have a shortened time frame to request a return when the item doesn't match the listing
When a seller offers an international shipping option (such as worldwide shipping), or doesn't exclude international shipping in their shipping settings, it may result in the buyer completing checkout on an eBay site other than the site used to create the listing.
Buyers and sellers are subject to the eBay Money Back Guarantee or other buyer protection policy (if available) of the site where the buyer completed checkout, regardless of the eBay site used to list the item or the registration details of the buyer or seller.
Sellers are required to deliver the item to the address in the Order details, unless the buyer selected a local pickup option.
If the item doesn't arrive at the address provided by the buyer at checkout or isn't made available for collection, the buyer is entitled to a full refund, including original shipping costs (if applicable).
Actions & time frames when the buyer doesn't receive an item
The buyer reports that the item hasn't arrived or was not available for collection
Sellers are required to deliver the item as it was described in the listing. If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such), they are entitled to return it for a refund, even if the seller doesn't offer returns.
Buyers and sellers may agree to another solution, such as a full or partial refund while the buyer keeps the item, or a replacement item instead of a refund.
The item arrived after the latest estimated delivery date
The return is treated as if the item didn't match the listing.
The latest date for the buyer to request a return is 30 calendar days after the estimated or actual delivery date or 7 calendar days after the event date, whichever is later.
eBay Authenticity Guarantee
Items that display the Authenticity Guarantee badge in the listing are first shipped to an authenticator who inspects the item prior to delivery to the buyer. This inspection ensures that the item purchased matches the listing description and verifies the item's authenticity.
Authenticity Guarantee purchases are covered by eBay Money Back Guarantee when all other eligibility requirements are met, and when:
The seller doesn't fulfil their return policy as stated in the listing
For Authenticity Guarantee purchases, eBay Money Back Guarantee does not cover returns on the basis that an item is not as described, when the item is considered final sale.
eBay Authenticity Guarantee items are considered 'final sale' when:
The seller doesn't offer returns or the return is outside the seller's stated return window, and
If the item is listed in a Watches or Women's Bags & Handbags category, the item condition is "New with tags" or "New without tags". Watches and handbags listed with the condition "New with defects" are not considered final sale. Learn more about item condition.
Even if the seller offers returns in the listing, items that are eligible for the eBay vault are considered 'final sale' when:
The buyer chooses to send a purchase to the eBay vault
The buyer purchases an item that is currently stored in the eBay vault
If an authenticated item is eligible to be returned, the buyer may be asked to ship the item back to the authentication facility for inspection to ensure that the item is being returned in the same condition.
If the listing states that the seller offers returns, the buyer may return the item for any reason, including if they change their mind about the item ("remorse" returns).
When a buyer requests a return within the seller's return policy, the seller must allow them to return the item for a full refund. The seller may exclude original shipping costs from the refund.
When the seller doesn't offer returns, or a remorse return request falls outside the seller's return window, the seller may exercise their discretion to accept or deny the return. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing.
Both buyers and sellers must meet all applicable return requirements. If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping.
Actions & time frames for "remorse" returns
The buyer requests a return
Check the seller's stated returns window in the listing
The seller responds to the buyer's request
The seller is required to respond and honor their returns policy.
3 business days after the request date
In some cases, eBay may automatically accept the return on the seller's behalf
If the item is being returned
The buyer sends the item back
The latest date to ship the return will be shown in an email sent by eBay to the buyer, as well as within the return request
If the buyer does not ship the return by the specified date, eBay may close the return request
The seller issues a refund
2 business days after receiving the returned item
If the seller does not refund the buyer and return tracking shows the item was delivered, eBay may automatically issue a full refund on the seller's behalf
If the seller is sending an exchange item
The latest date to ship the exchange item will be shown in an email sent by eBay to the seller, as well as within the return request
Ask eBay to step in
If the seller hasn't responded, or hasn't issued a refund after receiving the return, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help.
eBay may step in without the buyer asking, if the seller didn't respond to the return request
Once eBay steps in, eligible sellers will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged.
Once the seller has accepted the return, or 3 business days after the request date
21 business days after the request date, if the seller never responded
10 business days after the refund deadline has passed, if the seller is issuing a refund
eBay may hold the return request open for up to 35 business days after the date the return was accepted
Deciding the outcome when a seller doesn't fulfil their return policy
When eBay steps in on a "remorse" return request and the transaction meets our eligibility requirements, we will look for all of the following:
If we determine that the seller did not fulfil their return policy or did not meet their other return requirements, we will treat the case as if the item did not match the listing.
If we determine that the buyer did not meet their return requirements:
The buyer may not receive a full refund for the item and/or for original or return shipping costs, or
In the case of an exchange where the returned item was not delivered to the seller, the buyer may be charged for the additional item
Return requirements and return shipping
Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy.
Seller return requirements
When a buyer requests a return for item not as described reasons, the seller must respond within the return request and offer a solution to the buyer's issue
When a buyer requests a return for remorse reasons, the seller must honor their return policy as specified in the listing
When the seller is responsible for return shipping, the seller must provide a return shipping label or another return method that is acceptable to the buyer. eBay may provide the buyer with a return shipping label on the seller's behalf and will charge the seller for the cost of the label
The seller's return address should be up to date in their Addresses in My eBay - opens in new window or tab. If they haven't specified a return address, the item will be returned to the seller's registration address. If the seller's return address is different to the item location specified in the listing, this should not result in an increased return cost for the buyer
The seller must pay any applicable customs fees or duties on the returned item
When refunding the buyer, the seller must issue the refund through the return request on eBay
When shipping a replacement or exchange item, the seller must provide the new tracking details to the buyer within the return request
Buyer return requirements
The buyer must return the item in the same condition in which it was received. If the item is returned used, damaged, or missing parts, some sellers may deduct the loss in value from the amount refunded to the buyer. For more information, see our Condition of returned items policy
When the seller is responsible for return shipping, the buyer must use the shipping label provided, or other return method agreed with the seller. If the buyer chooses to purchase their own label, they assume responsibility for return shipping, including the cost
Any images added to a return request must be relevant to the return reason
When there are strong indicators that the buyer received a counterfeit item, the buyer must cooperate with us to ensure proper disposal of the item, and must not sell the item on eBay or elsewhere
Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method.
Reason for return
Who is responsible for return shipping
Items that don't match the listing
"Remorse" or "change of mind" returns
Per the seller's return policy in the listing ("free returns" or "buyer pays")
Proof of delivery for returned items
Returns should be sent with tracked shipping that can be independently validated.
We require all of the following to prove a successful return delivery:
A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);
The date of delivery or attempted delivery;
The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the seller's specified return address; and
If the party responsible for return shipping does not use a tracked service that meets these requirements, a case may be decided against them if the returned item doesn't arrive.
Refunds and billing for return shipping costs
If the buyer is responsible for return shipping, the return shipping cost won't be included in the refund.
If the seller is responsible for return shipping:
Return shipping costs will be charged to the seller separately if:
The seller authorized the buyer to use an eBay return label, or
eBay provided a return label to the buyer on the seller's behalf
If the seller sends funds to the buyer to pay for return shipping, the seller will not be refunded the amount by eBay even if the buyer chooses to not return the item.
Estimated and actual delivery dates
Under eBay Money Back Guarantee, time frames to report an issue or request a return may be based on:
The estimated delivery date (the latest date in the estimated delivery range that was provided to the buyer at checkout), or
The actual delivery date (the date that tracking confirms the item was delivered, or the date that an item was collected)
The table below sets out which of these applies when determining the latest date to report an issue or request a return.
When tracking shows the item was delivered/collected before the estimated delivery date
Actual delivery/collection date
When tracking shows the item was delivered/collected after the estimated delivery date
Estimated delivery date
When no tracking information is available
Estimated delivery date
Buyers can find estimated delivery information in their Purchase history. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page.
Appeals and extensions
When eBay decides the outcome of a transaction issue, the buyer or seller may submit an appeal within 30 calendar days of eBay's decision. As part of reviewing an appeal, we may ask the buyer or seller to provide additional documentation.
eBay reserves the right to seek reimbursement from the seller for amounts refunded to the buyer, if a buyer successfully appeals.
In some limited situations, we may extend the time frames specified above for buyers and/or sellers to take action and meet eBay Money Back Guarantee requirements.
In individual cases, extensions may be offered to take into consideration factors such as the buyer's location, the shipping service used, whether tracking is available to show the status of a shipment, a seller's extended return window, or other circumstances such as fraud
Extensions may be offered to buyers and sellers in particular locations to take into consideration delays due to circumstances such as natural disaster, national emergency, labor strike or governmental act. In most instances, we will notify buyers and sellers with an announcement on eBay.com - opens in new window or tab
Refunds, payment holds and reimbursements
Refunds to buyers
For most purchases, buyers are refunded to their original payment method.
If we're unable to send refunds to the buyer's original payment method, we may provide refunds by another method such as PayPal, or by coupons or vouchers redeemable for purchases on eBay.
Currency exchange rate applied to refunds
If a buyer chooses to use eBay currency conversion by selecting to pay in their local currency at checkout, the same exchange rate used at the time of purchase is applied when a refund is issued.
eBay does not cover losses a buyer may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the buyer's bank, credit card issuer, or payment service provider. If you are a buyer, please check the currency conversion policy imposed by your credit card issuer, bank, or payment service provider for information about conversion rates applied to refunds denominated in foreign currency.
If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means.
Loss of coverage
Even if a transaction is eligible for eBay Money Back Guarantee, buyers can lose protection if they voluntarily close a request or case, open duplicate claims using other resolution methods, or engage in fraudulent or abusive buying behavior.
A buyer may not seek resolution for the same transaction under more than one buyer protection program. eBay may close a buyer's eBay Money Back Guarantee case if the buyer files a chargeback or buyer protection claim for the same transaction with their payment provider (such as a credit card issuer or payment service provider), regardless of whether the chargeback or buyer protection claim is for the full or partial amount of the transaction.
Buyers will not be covered by eBay Money Back Guarantee if they make fraudulent claims or engage in activity as described in the Abusive buyer policy. This includes, but is not limited to:
Colluding with a seller to wrongly declare an item's value for customs
Filing a chargeback after receiving a refund
Claiming an item was not received when there is proof of delivery to the address provided on the Order details page
Falsely claiming an item was not as described
Opening duplicate cases using other buyer protection programs
Returning an item other than the original item received
Using or damaging an item and then returning it
In addition to the consequences described in the User Agreement, we reserve the right to indefinitely suspend an individual's coverage under eBay Money Back Guarantee and impose any other sanctions we may deem necessary including issuing warnings, blocking a buyer's ability to request returns or refunds on eBay and account suspension.
Other terms and related policies
We may provide buyers and sellers with access to each other's contact information in accordance with our User Privacy Notice
eBay Money Back Guarantee is not a product warranty
In certain situations, eBay may open a case on behalf of a user and decide the outcome immediately. For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer
We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement
Buyers and sellers permit us to make final decisions about all cases, including appeals