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eBay Money Back Guarantee covers most transactions on eBay. It means buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing.
For all the details of how eBay Money Back Guarantee works – what's covered, what's excluded, and what buyers and sellers need to do – please read our full policy.
Need to report a problem or not sure about the next steps?
For buyers: |
For sellers: |
eBay Money Back Guarantee applies when:
The item received by the buyer doesn't match the listing, for example:
The seller sent the wrong item, or
The item arrives broken, damaged, or faulty
The seller doesn't fulfill their return policy as stated in the listing
As a buyer, for your transaction to be eligible for eBay Money Back Guarantee:
You must complete and pay for your purchase on eBay.com using an eligible payment method at checkout;
You must meet the requirements specified in this policy, including taking action within the required time frames;
The item may not be an excluded item or subject to any additional exclusions; and
You may not seek resolution for the same issue by another resolution method
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
Eligible payment methods, excluded items, additional exclusions |
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Eligible payment methods |
Eligible for coverage, when paid via eBay checkout:
Not covered:
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Excluded items |
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Additional exclusions and special coverage, including items with limited coverage |
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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.
For more information about buying and selling internationally, please see our policies on International selling and International trading.
eBay Money Back Guarantee programs on international eBay sites
eBay Money Back Guarantee:
eBay Buyer Protection:
eBay Customer Guarantee:
Actions and timeframes when the buyer doesn't receive an item
Exclusions and special coverage when the buyer doesn't receive an item
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).
Action |
Time frame |
The buyer reports that the item hasn't arrived or was not available for collection |
Earliest:
Latest:
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The seller responds to the buyer's report The seller is required to respond and provide either tracking information, delivery updates, or a refund. |
Latest:
If the seller provided tracking details, eBay may close the case automatically once tracking shows the item has been delivered. |
Ask eBay to step in If the seller hasn't responded or if the buyer and seller can't reach a resolution, they can ask us to step in and help.
eBay may step in without the buyer asking if there is no valid tracking information available |
Earliest:
Latest:
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When a buyer reports that they didn't receive an item and the transaction meets our eligibility requirements, we will look for:
Evidence of successful delivery to the address provided in the Order details, or
Proof that the buyer collected the item
If we determine that the item was not successfully delivered or collected:
The buyer will receive a refund for the full cost of the item and original shipping, and
The seller may be required to reimburse eBay for the amount of the refund
Evidence of successful
delivery
We require all of the following to prove a
successful on-time delivery:
Tracking number from an integrated carrier which was uploaded to eBay and shows a shipping scan before the latest estimated delivery date;
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 one found on the Order details page; and
Signature confirmation, on orders with a total cost of $750 or more. Learn more about our signature confirmation requirements.
For eBay Authenticity Guarantee items, additional evidence is required. See Evidence of successful delivery to the authenticator below.
Proof that the buyer collected the item
For
local pickup items, evidence that the buyer has received the item may
include:
A copy of the eBay order details, signed by the buyer at the time of collection
The seller using the eBay app to scan the buyer's QR code or manually enter the buyer's 6-digit pickup code at the time of collection
Items collected by a third party on behalf of the buyer |
Not covered |
The buyer arranged their own shipping method, such as a courier pickup |
Not covered |
The buyer provided an invalid or incorrect address at checkout |
Not covered |
The item was sent to another address after original delivery |
Covered:
Not covered:
|
The item was shipped internationally and didn't clear customs because fees or duties weren't paid |
Covered:
Not covered:
|
The buyer chose an In-store pickup |
Covered:
Not covered:
|
The buyer refused delivery of the item |
Covered:
Not covered:
If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn't match the listing. |
Event tickets |
Covered
The latest date for the buyer to report that the item hasn't arrived is 30 calendar days after the latest estimated delivery date or 7 calendar days after the event date, whichever is later. |
Actions and timeframes when the item received by the buyer doesn't match the listing
Deciding the outcome when the item received by the buyer doesn't match the listing
Exclusions and special coverage when the item received by the buyer doesn't match the listing
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.
Both buyers and sellers must meet all applicable return requirements. If an item is being returned, the seller is responsible for return shipping.
Action |
Time frame |
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The buyer requests a return |
Latest:
Trading Cards have a more limited return window. See Exclusions and special coverage. |
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The seller responds to the buyer's request The seller is required to respond and provide a solution to the buyer's issue. |
Latest:
In some cases, eBay may automatically accept the return on the seller's behalf. |
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If the item is being returned |
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The buyer sends the item back |
Latest:
If the buyer does not ship the return by the specified date, eBay may close the return request. |
The seller issues a refund
If return tracking shows the item was delivered, or if the item was shipped through eBay International Shipping - opens in new window or tab, eBay may automatically issue a full refund on the seller's behalf. |
Latest:
In some cases, sellers have additional time to issue the refund. You can find the refund deadline in the return details. |
|
Ask eBay to step in If the seller hasn't responded or hasn't issued a refund by the refund deadline, 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 |
Earliest:
Latest:
eBay may hold the return request open for up to 35 business days after the date the return was accepted. |
|
When a buyer reports that an item doesn't match the listing and the transaction meets our eligibility requirements, we will look for all of the following:
Evidence that the buyer and seller have each met their return requirements
Whether the seller breached eBay policies when listing the item
Whether the item can be shipped back to the seller
Proof of return delivery, if the item was being returned
If we determine that the seller did not meet their return requirements:
The buyer will receive a refund for the full cost of the item and original shipping, and
The seller will be required to reimburse eBay for the amount of the refund, and
The buyer may not be required to return the item
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 shipping costs.
The item was collected by a third party on behalf of the buyer |
Not covered |
Withdrawal of the items in your Collection when stored in the eBay vault |
Not covered Withdrawals may be covered separately by the eBay vault. |
The buyer arranged their own shipping method, such as a courier pickup |
Not covered |
The item was sent to another address after original delivery |
Covered:
Not covered:
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Trading Cards |
Covered:
|
A part or accessory covered by eBay Guaranteed Fit - opens in new window or tab doesn't fit the buyer's vehicle |
Covered
Returns will be treated as not matching the listing if the buyer selected "Doesn't fit my vehicle" as the return reason. |
The buyer returned the item used or damaged |
Covered:
Otherwise, some sellers may deduct the loss in value from the amount refunded to the buyer. See our Condition of returned items policy. |
There are strong indicators that the item is counterfeit |
Covered:
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The item is hazardous to ship |
|
The item no longer has value For example:
|
|
The item arrived after the latest estimated delivery date |
Covered
The return is treated as if the item didn't match the listing. |
Event tickets |
Covered
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. |
Items that display the Authenticity Guarantee - opens in new window or tab 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 as detailed in this policy, with specific requirements and/or exclusions detailed below.
If an authenticated item is eligible to be returned, the buyer will 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.
The authenticator's address will be provided to the seller in the Order details. When the buyer reports that they didn't receive an item, we'll look for evidence of successful delivery to this address.
Evidence of successful
delivery to the authenticator
We require all of the
following to prove a successful on-time delivery:
Tracking number from an integrated carrier which was uploaded to eBay and shows a shipping scan before the latest estimated delivery date;
A delivery status of "delivered" with a receipt scan by authenticator;
The date of delivery;
The recipient's address, showing the authenticator's address that matches the one found on the Order details page; and
Signature confirmation, on orders with a total cost of $750 or more. Learn more about our signature confirmation requirements
We strongly recommend purchasing shipping insurance for high value orders.
Some purchases inspected under Authenticity Guarantee are considered final sale. eBay Money Back Guarantee does not cover final sale purchases on the basis that the item doesn't match the listing.
Returns for final sale purchases are only eligible for coverage under eBay Money Back Guarantee when:
The item was damaged during shipping, or
The seller doesn't honor their stated returns policy
Final sale definitions by product category |
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Actions and timeframes when the seller doesn't fulfill their return policy
Deciding the outcome when the seller doesn't fulfill their return policy
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.
Action |
Time frame |
|
The buyer requests a return |
Latest:
|
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The seller responds to the buyer's request The seller is required to respond and honor their returns policy. |
Latest:
In some cases, eBay may automatically accept the return on the seller's behalf. |
|
If the item is being returned |
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The buyer sends the item back |
Latest:
If the buyer does not ship the return by the specified date, eBay may close the return request. |
The seller issues a refund
If return tracking shows the item was delivered, or if the item was shipped through eBay International Shipping - opens in new window or tab, eBay may automatically issue a full refund on the seller's behalf. |
Latest:
In some cases, sellers have additional time to issue the refund. You can find the refund deadline in the return details. |
|
Ask eBay to step in If the seller hasn't responded or hasn't issued a refund by the refund deadline, 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 |
Earliest:
Latest:
eBay may hold the return request open for up to 35 business days after the date the return was accepted. |
|
When eBay steps in on a "remorse" return request and the transaction meets our eligibility requirements, we will look for all of the following:
Evidence that the buyer and seller have each met their return requirements
Proof of return delivery, if the item was being returned
If we determine that the seller did not fulfill 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.
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.
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
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
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 and comply with our Images, video and text policy
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 |
Seller |
"Remorse" or "change of mind" returns |
Per the seller's return
policy in the listing |
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
Signature confirmation, on items with a total cost of $750 or more. Learn more about our signature confirmation requirements
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.
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.
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
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 a buyer reports that they didn't receive an item or requests a return, or eBay steps in on an eBay Money Back Guarantee case, a seller's funds may be held by eBay as outlined in the User Agreement and Payments Terms of Use - opens in new window or tab.
If eBay determines that a buyer is entitled to a refund under this policy and issues a refund to the buyer on the seller's behalf, eBay may seek reimbursement from the seller by invoice, or by collecting the amount of the reimbursement from the seller as described in the Payments Terms of Use - opens in new window or tab.
If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means.
Even if a transaction is eligible for eBay Money Back Guarantee, buyers can lose protection if they:
Voluntarily close a request or case, or
Open duplicate claims using other resolution methods, or
Engage in fraudulent or abusive buying behavior, or
Violate an eBay policy
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.
If a seller loses a chargeback they may be eligible for payment dispute seller protections.
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.
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
For items shipped through the Global Shipping Program, the program's Global Shipping Program terms and conditions for buyers - opens in new window or tab describe how members are protected by eBay Money Back Guarantee
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