To help buyers and sellers process returns during this time, we've temporarily extended our returns timelines and adjusted our eBay Money Back Guarantee policy. Buyers now have 21 business days from when a return is accepted or when a label is provided to send their items back. Our article on Additional supports during COVID-19 for buyers and sellers has more information.
For sellers, this change means that once tracking shows that the item has been successfully returned, you now have 5 business days to inspect the item and issue a refund. See our article on Additional supports during COVID-19 for buyers and sellers for more details.
We've automatically applied these changes so there's no requirement for buyers or sellers to do anything.
eBay Money Back Guarantee means you're protected if the item you ordered didn't arrive, is faulty or damaged, or doesn't match the listing. You'll get your money back. For all the details of how the eBay Money Back Guarantee works, please see our full policy guidelines below.
Frequently Asked Questions
When does eBay Money Back Guarantee apply?
You're covered under eBay Money Back Guarantee when:
- You don't receive an item
- You receive an item that doesn't match the listing
- You receive an item that's broken or faulty
Our sellers normally work with buyers to quickly resolve any issues, but if you can't agree on a solution, you can ask us to step in and help. In most cases, you'll be covered by eBay Money Back Guarantee.
What happens if the seller doesn't respond or won't give me a refund?
Under eBay Money Back Guarantee, the seller has 3 business days to resolve your issue. If you can't come to an agreement, you can ask us to step in and help. We'll review the details of your case and make a decision within 48 hours.
If I refund a buyer, will I get a credit for my final value fee?
In most cases, if you issue a full refund to the buyer before we're asked to step in, we'll credit your final value fee. Insertion fees and other eBay fees aren't refunded, though. You can find more information in our policy below.
Read our full policy
About eBay Money Back Guarantee
Most eBay sales go smoothly, but if there's a problem with a purchase, the eBay Money Back Guarantee ensures that buyers receive the item they ordered or get their money back.
Buyers can use the eBay Money Back Guarantee when:
- They don't receive an item
- They receive an item that doesn't match the listing
Most sellers work with buyers to quickly resolve issues, but if a solution isn't reached, we can help.
Most transactions on eBay.ca are covered by the eBay Money Back Guarantee.
Purchases are covered by the eBay Money Back Guarantee when all of the following are true:
- An item isn't received or it isn't as described in the listing
- A buyer reports that they didn't receive an item or requests a return within the eBay Money Back Guarantee timelines
- The buyer made the purchase on eBay.ca via checkout or an eBay invoice with one of the following payment methods:
- PayPal Credit
- Credit card or debit card
- eBay gift cards, eBay bucks and eBay vouchers
- Any payment method processed by eBay
- The item was paid for in a single payment
- Items collected in person are covered, provided all other requirements are met
- Buyer remorse or any reason other than not receiving an item or receiving an item that isn’t as described in the listing (see the seller’s return policy for return options)
- Items damaged during local pickup
- Local pickup items that were not collected by, or on behalf of, the buyer
- Items not delivered, damaged during collection, or damaged during shipment when the buyer arranges pick-up or shipping of the item (for instance, the buyer arranges freight)
- Duplicate claims through other resolution methods
- Items shipped to another address after original delivery
- Vehicles (see eBay Vehicle Protection), Real Estate, Websites & Business for Sale, Classified Ads, services, Digital Content, Intangible Goods, and some Business Equipment categories (see eBay Business Equipment Purchase Protection)
- Items sold through Sotheby's
Sellers are subject to this policy even if the transaction was completed on another eBay site.
When a seller lists an item for sale with an international shipping option (such as worldwide shipping), it may result in the item being sold to a buyer on an eBay site other than the seller's original listing site. A buyer is covered by the applicable eBay Money Back Guarantee or similar buyer protection policy of the eBay site where checkout occurred.
For more information on international selling see our International trading policy.
When a buyer doesn't receive an item
If a buyer doesn't receive an item, the buyer needs to submit a request to report that the item hasn't arrived. The seller should address the buyer's concern and provide tracking information, updates on the delivery of the item, or a refund.
If the buyer isn't happy with the seller's response or doesn't receive a response, the buyer can ask eBay to step in and help.
If asked to step in and help, we review the information provided by the buyer and seller for evidence of a successful on-time delivery to the buyer's address (as displayed on the 'Order details' page) or proof of collection by the buyer.
Information required to prove a successful on-time delivery is all of the following:
- Tracking number uploaded to the site by the seller before the estimated delivery date
- A delivery status of "delivered" (or equivalent in the country to which the item was delivered)
- The date of delivery
- The recipient's address, showing at least the city/county or postal code (or international equivalent) that matches the address displayed on the Order details page; and
- Signature confirmation, if an item has a total cost of $750 or more
If we determine that the item wasn't successfully delivered or collected, a refund of the full cost of the item and original shipping is sent to the original payment method or to the buyer's PayPal account. The seller is required to reimburse eBay for the amount of the refund. Learn more about reimbursement.
Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for the eBay Money Back Guarantee.
- The buyer can provide, via written proof from the carrier, that they refused the package because it arrived empty or was damaged in shipping
- The buyer accepted and opened the package only to determine that it was an empty box
- The item arrived COD because it didn't have enough postage on it
The buyer is responsible for paying any customs and duty fees for international shipping.
- The seller overstated the value of the item, which caused customs fees to be higher
When a buyer wants to return an item or the item doesn't match the listing
If a buyer wants to return an item within a seller's return window or they received an item that doesn't match the listing, the buyer needs to submit a request to return the item. The seller should address the buyer's concern and offer a solution, such as accepting a return, or offering a replacement or refund. In some cases, we may automatically accept a return request on the seller's behalf. If dissatisfied with the seller's solution, the buyer can ask eBay to step in and help.
If asked to step in and help, we we will ask the buyer to return the item if:
- The buyer received an item that doesn’t match the listing, even if the seller doesn’t offer returns, or
- The seller's stated return window and policy applies, or
- The seller has already offered to accept a return
If we are asked to step in and help after the item has been returned, we will review the item listing, photos of the item, and any other information about the item that the buyer and seller provide to help us make a determination.
After confirming that the item was returned to the seller, a refund of the cost of the item (less any loss in value, if applicable) and original shipping is sent to the original payment method or the buyer's PayPal account. If the buyer arranged shipping or picked up the item, we may not refund the amount of original shipping or pickup cost. The seller is required to reimburse eBay for the amount of the refund. Learn more about reimbursement.
When an item is returned to the seller
If a buyer is returning an item within the seller's return window, the seller's return policy will indicate who pays for the return shipping label. The cost of return shipping for an item that is not as described is the seller's responsibility and, in cases where an eBay-generated return shipping label is used for the return, the return shipping label cost is placed on the seller's invoice. You can find further details about reimbursements in our User Agreement.
When a return postage label is made available to the buyer and/or and the buyer chooses to purchase a separate label, the buyer won't be refunded by eBay for the cost of the label.
Tracking is required to confirm the item has been returned to the seller. Signature confirmation is required for items returned with a total cost of $750 or more. If a seller chooses to offer the buyer an untracked return label and eBay is asked to step in and help, the buyer will not be required to provide proof of delivery or signature confirmation.
- Buyers may be liable for any loss in value of the item if this loss in value is attributed to a handling which is not necessary for the purpose of checking the quality, characteristics and functioning of the item. Some sellers may deduct the amount of loss from the amount reimbursed to buyer
- The seller is required to accept the return at the same location specified in the listing or at an address that does not result in a materially different return cost for the buyer
- The seller pays for any customs and duty fees on the returned item
- The seller is required to refund a buyer upon the receipt of a returned item. Learn more about returns timelines
When an item isn't returned to the seller
In some instances, we may not require that an item be returned to the seller. In these situations, we refund the buyer and may seek reimbursement from the seller, for example if:
- The seller chooses not to accept a return request or provide a return shipping label
- The item location was misrepresented
- It's hazardous to ship back the item
- The item no longer has a value (for instance, a ticket for a cancelled event)
Alternatively, with the buyer's consent, we may give a partial refund to cover differences between how the item was described in the listing and the actual item the buyer received. When given a partial refund, the buyer isn't asked to return the item to the seller. We may require the seller to reimburse eBay for the partial refund.
If a buyer reports that an item is counterfeit, and there are strong indicators that the item is counterfeit, we may not require the buyer to return the item to the seller. The buyer agrees to cooperate with us to ensure proper disposal of the item. In such instances, we refund the buyer for the full cost of the item and original shipping, and the seller reimburses us for the refund. The buyer may not sell the item on eBay or elsewhere.
Item not received
- A buyer can report that they didn't receive an item once the item's latest estimated delivery date has passed, and for 30 days after the latest estimated delivery date
- For event tickets, a buyer must report that they didn't receive the tickets no later than 7 days after the event date or 30 days from the latest estimated delivery date, whichever is later
- The seller has 3 business days from the report to respond to the buyer with a solution (through either a replacement, a return, or a refund). If the seller does not offer a solution or the buyer is unsatisfied with the solution the buyer can ask eBay to step in and help
- If the buyer doesn't ask us to step in and help within 21 business days of reporting that they didn't receive an item, the request closes automatically
Item not as described
- A buyer must request a return no later than 30 days after the actual (or latest estimated) delivery date, or, if the seller's return window is longer, within the return window
- For event tickets, a buyer must request a return no later than 7 days after the event date or 30 days from the actual (or latest estimated) delivery date, whichever is later
- The seller has 3 business days from the request to respond to the buyer with a solution. If the seller does not respond with a solution, the buyer can ask eBay to step in and help.
- If a return is accepted, the buyer has 5 business days from when the return label is provided to ship the item. If the buyer does not ship the return by that date, we may close the return
- For items where there's no tracking uploaded by the buyer, if the seller doesn't issue a refund within 2 business days of the item's return delivery date, the buyer can ask eBay to step in and help for a period of 10 business days after the refund deadline has passed
- For items where the buyer has uploaded tracking, if the seller doesn't issue a refund within 2 business days of the item's delivery to the seller, we will automatically issue the buyer a full refund on the seller's behalf. The seller will be required to reimburse us for such refunds. Learn more about reimbursement.
- If the buyer doesn't ask eBay to step in and help within 21 business days of starting a request for a return (or the timelines described if a refund, replacement or exchange isn't received), the request may close automatically. If the seller is responsible for providing means of return shipping and does not upload a label, we may wait up to 35 business days from the date the return was accepted before closing the return
- If the seller shipped a replacement or exchange and the buyer has not shipped the original item back within 20 business days of the buyer starting the return, we charge the buyer's PayPal for the replacement or exchange
Replacement and exchanges can be requested by the buyer and/or seller. Exchanges are based on value of the original purchased item, with current and equal value. A buyer must request a return and select the replacement or exchange option no later than 30 days after the actual (or latest estimated) delivery date, or, if the seller's return window is longer, within the return window.
Timelines for replacement and exchanges:
When the buyer requests a replacement or an exchange the seller has 3 business days to respond to the buyer. If no response is received after 3 business days the buyer can ask eBay to step in and help.
If a replacement or exchange is agreed upon, the buyer has 5 business days to ship the item back to the seller with return tracking. If the buyer doesn’t ship the item within 5 business days, the replacement or exchange will be closed.
If the buyer doesn’t ship the return item back to the seller, and the seller shipped the replacement or exchange with confirmed delivery scan, after 20 business days the seller will be paid the value of the additional item. The buyer will be charged for this additional item via the buyer’s PayPal account.
When we have no information about the actual delivery date, we use the latest estimated delivery date. When we have no estimated delivery information, we consider the latest estimated delivery date to be 7 days from payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries.
Extended timelines for eBay Money Back Guarantee coverage
In some limited situations, we may extend the period of time in which a buyer is eligible for the eBay Money Back Guarantee. This extra time allows us to take into consideration the buyer's location, the shipping service used, a seller's extended return window, national holidays, or delays due to circumstances such as natural disaster, national emergency, labor strike, or governmental act, or other circumstances such as fraud. In most instances, when we extend timelines for eBay Money Back Guarantee coverage, in cases where the seller is responsible for requests opened during such an extended timeline, we notify sellers with an announcement.
Buyers and sellers have an opportunity within 30 days from when we make a decision about a transaction issue to appeal the decision by providing appropriate documentation. eBay reserves the right to seek reimbursement from the seller if a buyer successfully appeals. Learn more about reimbursement.
We refund buyers to their original payment method or their PayPal account. If a buyer doesn't have a PayPal account, we ask the buyer to create one with their eBay registered email address to claim their refund. In the unlikely event that we're unable to send refunds to the original payment method or the buyer's PayPal account, we may provide refunds by coupon or vouchers redeemable for future purchases on eBay.
After a buyer reports that they didn't receive an item or requests a return, or asks eBay to step in and help, a seller's funds may be set aside by PayPal, as outlined in the PayPal User Agreement.
If a transaction dispute arises between a buyer and seller and eBay resolves such dispute in favor of the buyer, the seller authorizes eBay to reverse the funds to reimburse the buyer, and if such funds are unavailable or insufficient, the seller agrees to reimburse eBay for any amount eBay refunds to the buyer.
For PayPal payments, the seller agrees to authorize eBay to collect reimbursement from their PayPal account. The seller can opt-out of PayPal reimbursement by contacting PayPal.
If reimbursement is unsuccessful, the seller agrees to allow eBay to charge their reimbursement or automatic payment method on file for amounts refunded to the buyer. eBay may place the amount refunded to the buyer on their invoice subject to their automatic payment method. The seller will remain obligated to pay eBay for all unpaid amounts and eBay reserves the right to seek reimbursement through other means. You can find further details about reimbursements in our User Agreement.
If a seller issues a buyer a full refund before eBay is asked to step in and help, we credit the seller's final value fee. Insertion fees and other eBay fees aren't refunded.
Buyers can't use more than one resolution method to get a refund. After selecting a resolution process (eBay Money Back Guarantee, PayPal Purchase Protection, or requesting a chargeback from their payment provider) a buyer is required to use only that process to resolve the transaction issue.
If a buyer requests a chargeback from their payment provider or files a PayPal Purchase Protection dispute, any requests opened through eBay for the same transaction are immediately closed.
Fraudulent claims and abusive buyer behavior
Buyers who engage in activity as described in the Abusive buyer policy may be subject to a range of actions, including the loss of eBay Money Back Guarantee coverage, issuing warnings to buyers, blocking buyers from requesting returns or refunds on eBay, blocking buyers from opening claims, and account suspension.
Activity that is not allowed includes, but is not limited to:
- A buyer opening duplicate requests using other buyer protection programs
- A buyer colluding with a seller to wrongly declare an item's value for customs
- A buyer filing a chargeback after receiving a refund
- A buyer claiming an item was not received when there is proof of delivery to the buyer's address on the Order details page
- A buyer falsely claiming an item was not as described
- A buyer returning an item other than the original item received
- A buyer using or damaging an item and then returning it
For more information on consequences, see the Using eBay section of the User Agreement. In addition, we reserve the right to indefinitely suspend the buyer's coverage under the eBay Money Back Guarantee.
- Buyers and sellers permit us to make final decisions about all cases, including appeals. We may provide buyers and sellers with access to each other's names, usernames, contact information, and other information relating to a request
- When a buyer and seller don't speak the same language, we may assist with communication until the issue is resolved
- The eBay Money Back Guarantee is not a product warranty
- In some situations, we may open and decide on a request on behalf of the buyer. This includes situations in which a seller is suspended for fraudulent activity
- For items shipped through the Global Shipping Program, the program's terms and conditions for buyers describe how members are protected by the eBay Money Back Guarantee
- 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
Buyer protection is available to buyers who have purchased items on the following eBay sites:
eBay Money Back Guarantee:
eBay Buyer protection:
eBay Customer Guarantee Policy: