eBay's Money Back Guarantee policy governs refunds for items not received by U.S. buyers. After the estimated delivery date passes without arrival, open a return request through your Purchase History. eBay reviews any seller-provided proof of delivery to the address in the Order details or evidence of buyer collection. If the seller cannot provide sufficient proof, eBay issues the refund. This platform policy decides the outcome, separate from credit card chargebacks or other payment method protections.
eBay Money Back Guarantee Policy Controls This Issue
The eBay Money Back Guarantee covers item not received claims when the seller lacks proof of delivery to the Order details address or proof the buyer collected the item, as outlined in eBay's policy pages. eBay acts as the decision-maker, examining evidence like tracking information before determining eligibility for a refund.
This policy applies through the buyer's eBay account on ebay.com, which U.S. consumers typically use. It focuses on transaction issues resolved internally by eBay, not external legal rights.
What eBay Money Back Guarantee Does Not Cover
eBay's policy excludes losses from currency exchange rate fluctuations applied by the buyer's bank, credit card issuer, or payment service provider. It also does not cover claims that an item does not match the listing for final sale purchases.
Platform policy takes precedence over separate options like credit card chargebacks, which follow distinct rules from card issuers.
Next Steps and Escalation
Check your Purchase History for the order and open an "item not received" return request after the estimated delivery date. Include order details and any tracking information you have. The seller may respond with proof of delivery; if not provided or insufficient, eBay rules in the buyer's favor.
Gather evidence such as the order confirmation, shipping address used, and screenshots of tracking status. If eBay denies the claim, both buyers and sellers can appeal the decision within 30 calendar days.
| Step | Action | Evidence to Gather |
|---|---|---|
| 1 | Open return request in Purchase History | Order ID, estimated delivery date |
| 2 | Respond to seller/eBay inquiry | Tracking number, delivery address confirmation |
| 3 | Appeal if denied | Full case details from eBay notification |
After exhausting the eBay process, review your payment method terms for additional options.
FAQ
When can I open an item not received case on eBay?
After the estimated delivery date passes without receipt, through your Purchase History under the eBay Money Back Guarantee policy.
What proof does the seller need for delivery?
Proof of delivery to the address in Order details or evidence the buyer collected the item; eBay reviews this to decide.
Can I appeal if eBay denies my refund?
Yes, submit an appeal within 30 calendar days of eBay's decision on the transaction issue.
Does eBay cover international shipping non-delivery?
The policy applies account-wide, but sellers must provide proof of delivery to the specified address.
What if I paid by credit card and eBay policy fails?
eBay policy governs first; credit card chargebacks follow separate issuer rules after platform resolution.