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Resolving buying problems

We want your shopping experience on eBay to be fun and easy. Most eBay transactions are completed without any issues. But if anything does go wrong, we're here to help.

Solve a problem

If your item hasn't arrived, or doesn't match the listing description, you may be covered by the eBay Money Back Guarantee. Learn more about the eBay Money Back Guarantee.
Most refunds come to your PayPal account, and you can find them in your PayPal account overview.
If the refund was a result of returning an item or an eBay Money Back Guarantee request, you can check the status of the refund in your request details on My eBay, and ask us to step in and help if necessary.
If you haven't placed a bid yet, use the Ask a question link in the listing. If you've already won or bought the item, email or call the seller and ask if a different payment method can be worked out.
If you buy an item and the seller doesn't receive payment within 2 days, the seller may open an unpaid item case. If you don't respond within 4 days after the seller opens the unpaid item case, we may record the unpaid item on your account.
Repeated unpaid times can result in limits or loss of buying privileges. Learn more about our unpaid item policy.
The email probably came from a scammer. We've seen several fake emails and websites that are designed to look like they come from us, copying our logo and mentioning features and services that we offer.
Be extra cautious if you're buying a car, especially if the transaction is outside of eBay. We've seen a number of vehicle scams from people who post cars for sale on other websites. Learn how to protect yourself against scams.

Help topics


Buyer protection programs

Beyond the basics

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