When something goes wrong with an order, most sellers do their best to fix things for you – sometimes though, they aren't able to resolve your issue or you can't come to an agreement with them. When this happens, you can ask eBay to step in and help.
When can a buyer ask eBay to step in
Once you've let the seller know there's an issue with your order, they have 3 business days to make things right. After that, you can ask us to step in.
However, if you and the seller are working on a solution, you don't need to ask us to step in as soon as the 3 business days are up. Most sellers want to fix problems for their buyers, so if you're still talking, feel free to give them a bit longer to figure things out. You have up to 21 days after you start your request to ask us to step in.Check the status of my request
How to ask us to step in
- Find the item in your Purchase History - opens in new window or tab.
- Select See request details (if your item didn't arrive) or See return details (if you're trying to return an item).
- Select Ask eBay to step in.
What happens after you ask eBay to step in
We'll review 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. Once we've found a resolution, we'll send you and the seller an email to let you know.
If we resolve the case in your favour, you should receive your refund within 48 hours.
If you don't agree with our resolution, you can always appeal by providing new information within 30 days of the case being closed.
For more information about how eBay decides the outcome of a case, see our eBay Money Back Guarantee policy.