eBay Money Back Guarantee policy (formerly eBay Buyer Protection)
eBay Money Back Guarantee policy (formerly eBay Buyer Protection)
- What's covered
- When a buyer doesn't receive an item
- When an item doesn't match the listing description
- Buyer Refunds
- Seller funds, reimbursements, and fees
- Using other programmes to address a concern
- Fraudulent claims
- Other terms
Most eBay sales go smoothly, but if there’s a problem with a purchase, the eBay Money Back Guarantee assures that buyers receive the item they ordered, or get their money back.
Buyers can use the eBay Money Back Guarantee process when:
- An item isn’t received
- An item received doesn’t match the listing description
Most sellers work with buyers to quickly resolve issues, but if a solution isn’t reached, we work with sellers to ensure that buyers either get the item they paid for or get their money back.
Purchases are covered by the eBay Money Back Guarantee when all of the following are true:
If a buyer receives an item that doesn’t match the listing description, the buyer needs to request a return from My eBay. The seller should address the buyer’s concern and offer a solution, such as accepting a return or offering a replacement or refund.
If the buyer doesn’t receive a response or solution, or returns the item but doesn’t receive a refund or replacement from the seller, the buyer can ask us to step in and help.
If asked to step in and help, we review the item description and any other information about the item that the buyer and seller provide. If we can’t determine that the item matches the listing description, if the seller has already offered a return, or the sellers stated return window and policy applies, we may ask the buyer to return the item to the seller.
- The buyer must return the item in the same condition in which it was received.
- The seller is required to accept the return at the same location specified in the listing.
- The cost of return postage is the seller’s responsibility. For items being returned with a total cost of £750 or more, signature confirmation is required.
- The seller pays for any customs charges on the returned item.
Either we generate a return postage label or the seller can provide a label. We add the cost of an eBay generated label to the seller’s monthly eBay invoice. 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.
If the seller chooses to offer the buyer an untracked returns label, the buyer will not be required to provide proof of delivery of the return if eBay is asked to step in. The seller will be responsible for the reimbursement amount.
In some cases, we may not require that an item be returned to the seller. In these situations we refund the buyer and may seek a reimbursement from the seller if, for example:
- The seller chooses not to accept a return request or provide or fund a return postage label.
- The item location was misrepresented.
- It’s hazardous to post the item back.
- The item no longer has a value for example a ticket for a cancelled event.
- A buyer can report in My eBay 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.
- The seller has 8 days from the report to respond to the buyer or offer a solution. If the seller does not respond or offer a solution, the buyer can ask us to step in and help.
- If the buyer doesn’t ask us to step in and help within 30 days of reporting that they didn’t receive an item, the request closes automatically.
- 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.
- The seller has 8 days from the request to respond to the buyer or offer a solution. If the seller does not respond or offer a solution, the buyer can ask us to step in and help.
- The buyer must ship the item back to the seller within 14 days from when the buyer starts the return.
- If the seller offers a refund and doesn’t send it within 6 business days of the item’s delivery to the seller, the buyer can ask us to step in and help for a period of 10 business days after the refund deadline has passed.
- If the buyer doesn’t ask us to step in and help within 30 days of starting a request for a return (or the timelines described if a refund or replacement isn’t received), the request closes automatically.
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 postal service used, a seller’s extended return window, national holidays, e.g. Christmas, or delays due to circumstances such a natural disaster, national emergency, labour strike, or governmental act or other instances 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 extended timeline, we’ll notify sellers with an announcement on eBay.co.uk.
Buyers and sellers have an opportunity within 30 days from when we make a decision about a transaction issue to appeal our decision by providing appropriate documentation. We have the right to seek reimbursement from the seller if a buyer successfully appeals.
Refunds from eBay are through PayPal. Buyers without a PayPal account are asked to create one with their eBay registered email address to claim their refund. In the unlikely event we’re unable to send refunds to a PayPal account, we may provide refunds by coupon redeemable for purchases on eBay.
After a buyer reports that they didn’t receive an item or requests a return, or when a buyer asks us to step in and help, a seller’s funds may be held by PayPal, as outlined in the PayPal User Agreement.
If a seller is required to reimburse the buyer or eBay, the reimbursement amount is removed from their PayPal account, placed on the seller’s invoice and/or charged to the seller’s payment method on file.
The seller is required to have a valid payment method on file and to allow us to charge any reimbursement amounts owed. We may also place the reimbursement amount on the seller’s invoice. You can also find further details about Reimbursements in our User Agreement.
If a seller issues a buyer a full refund before we’re asked to step in and help, we credit the seller’s final value fee. Insertion fees and other eBay fees aren’t refunded.
If a buyer files a chargeback or a PayPal Buyer Protection dispute, any requests opened through the eBay Money Back Guarantee for the same transaction are immediately closed.
- A buyer opening excessive requests.
- A buyer colluding with a seller to wrongly declare an item’s value for customs.
- A buyer filing a chargeback after receiving a refund.
Buyers who file fraudulent claims are subject to consequences outlined in the Abusing 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, user IDs, 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.
- eBay Money Back Guarantee is not a product warranty.
- In some situations, we may open and decide a request on behalf of the buyer. This may include situations in which a seller is suspended for fraudulent activity.
- For items posted through the Global Shipping Programme, the programme’s terms and conditions describe how users are protected by 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.