Change to response times for handling returns or reports of item not received

From May 2020, the time that the seller has to respond when a buyer opens a return request or an eBay Money Back Guarantee claim will move from 8 calendar days to 3 business days.

What is changing?

More than 90% of the time, sellers on are already meeting buyer expectations and respond to them within 3 business days.

To help speed up resolution times for all buyers on the platform, the response window for return requests or an eBay Money Back Guarantee (eMBG) claims will be 3 business days. The previous response window was 8 calendar days.

Next steps

If you aren’t already responding within the 3 business day window, please adjust your business operations to respond to buyers within the new timeframe.


What counts as a business day?

Monday - Friday

What about bank holidays?

We take all UK-wide bank holidays into account.

Which type of requests does this apply to?

This change applies to all return requests and reports covered by the eBay Money Back Guarantee.

What counts as a seller response?

A response is any action to address a request or report within the Resolution Centre. For example: approving the return, providing a label, sending a refund, providing an item tracking number within the Resolution Centre.