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eBay Money Back Guarantee policy (formerly eBay Buyer Protection)

eBay Money Back Guarantee policy (formerly eBay Buyer Protection)

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. 

What's covered

Most transactions on eBay.co.uk are covered by the eBay Money Back Guarantee. 

Allowed Covered 
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 purchases were made on eBay.co.uk with PayPal via checkout or an eBay invoice.
  • The items were paid for in a single payment.
Not Allowed Not Covered 
  • Buyer’s 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 returns policy for returns options)
  • Duplicate claims through other resolution methods
  • Items sent to another address after original delivery, or
  • Vehicles, Real Estate, Business & Websites for Sale, Digital Content, Intangible Goods, Classified Ads, Services and some Business Equipment categories.

When a buyer doesn't receive an item

If a buyer doesn’t receive an item, the buyer needs to report it by contacting the seller in My eBay. The seller should address the buyer’s concern and provide updates on the delivery of the item, tracking information, or a refund
If the buyer isn’t happy with the seller’s response or doesn’t receive a response, the buyer can ask us to step in and help. 
If asked to, we review the information provided by the buyer and seller for evidence of successful on-time delivery to the buyer’s address. We require proof of signature to confirm delivery for items with a total cost of £750 or more. 
If we determine that the item wasn’t successfully delivered, we refund the full cost of the item and original postage via PayPal. The seller is required to reimburse us for the amount. Find out more about reimbursement.

When an item doesn't match the listing description

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.

When an item is returned 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.

After confirming that the item was returned to the seller, we refund the full cost of the item and original postage via PayPal. We require the seller to reimburse us for the amount. Find out more about reimbursements.

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. 

When an item isn't returned to the seller

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.
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 that was received. When given a partial refund, a buyer isn’t asked to return the item to the seller. The seller may be required to reimburse us for the partial refund.

Counterfeit items
If a buyer suspects that an item is counterfeit and there are strong indicators that the item is counterfeit, the buyer isn’t required to return the item to the seller. The buyer agrees to cooperate with us to ensure the proper disposal of the item. In such cases, we refund the buyer for the full cost of the item and original postage, and the seller reimburses us for the refund. The buyer may not sell the item on eBay or elsewhere.

Timelines

Item not received

  • 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.

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.
  • 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.

Latest estimated delivery date

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 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

Appeals

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 to buyers

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.

Seller funds, reimbursements and fees

Seller funds

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

Reimbursements

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.

Seller fees

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. 

Using other programmes to address a concern

Buyers can’t use more than one resolution method to get a refund. After selecting a resolution process (eBay Money Back Guarantee, PayPal Buyer Protection, or requesting a chargeback from their payment provider) a buyer is required to use only that process to resolve their transaction issue.

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. 

Fraudulent claims

Fraudulent claims may include:
  • 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. 

Other terms

  • 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.
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