Frequently Asked Questions
- Problem With Your Purchase
Do I need to pay extra for the eBay Money Back Guarantee?
eBay Money Back Guarantee is free and automatically covers eligible purchases on ebay.com.au. Please refer to the eBay Money Back Guarantee policy page for eligibility details.
What’s covered by the eBay Money Back Guarantee?
Most transactions on eBay.com.au are covered by the eBay Money Back Guarantee when paid with PayPal or a credit or debit card through the seller’s internet merchant account. However, some exclusions apply. Please refer to the eBay Money Back Guarantee policy page for details of exclusions.
What if I haven’t received an item?
If the estimated delivery time has already passed, go to My eBay to contact the seller. Find the item in your ‘Purchase History’ and select ‘I didn’t receive it’ (under ‘More actions’).
To review the estimated delivery date or check the address you provided for delivery, go to My eBay. Find the item in your ‘Purchase History’ and select ‘View order details’ (under ‘More actions’).
What if I've received something that doesn't match the item listing?
If your item is significantly different to what was described in the listing, go to My eBay to contact the seller. Find the item in your ‘Purchase History’ and select ‘Return this item’
What determines if an item is “not as described”?
A “not as described” item should be significantly different from what the seller described in the item listing. This includes:
- different item or version;
- wrong condition (e.g. the listing stated the item was "new" when it's clearly been used);
- missing parts or components (e.g. a listing for a camera kit stated it would include a tripod, but it's missing);
- defective during first use (e.g. TV didn't turn on);
- counterfeit item;
- missing major parts or features, and this wasn't mentioned in the listing; and/or
- damaged during postage.
What if I no longer want the item I've purchased?
eBay Money Back Guarantee doesn’t cover general returns (e.g. returns for “remorse”). Most business sellers offer returns and details of their policies, as well as who's responsible for paying any return postage costs, are included within their listings.
To return an item, go to My eBay to contact the seller. Find the item in your ‘Purchase History’ and select ‘Return this item’. Learn more about returning an item.
What happens once I've contacted the seller?
Sellers should get back to you quickly to offer a resolution. They may ask you to provide further information.
For an item that hasn't arrived, the seller should provide an update on the delivery of the item if they've used a courier or have tracking. They should offer a replacement or refund if something is lost.
If you have received something that wasn't as described, the seller will often ask you to return it and then send a refund or a replacement.
If a part was missing or requires repair, the seller may offer to send the missing part or offer a partial refund.
What should I do when a seller asks me to return an item?
Many sellers ask you to return an item before they will send a refund or replacement. Send your item back to the seller so they can do this.
We recommend using a postage service that includes tracking for returning items in case there is an issue with delivery. Keep hold of the tracking number as this is proof that you’ve returned the item to the correct return address. Sometimes you’ll automatically be provided with a tracked returns label.
What should I do once the seller has resolved my issue?
If you’re happy with the resolution from the seller, and you don’t need eBay to review your request, go to My eBay and close the request. Before you close the request, you should make sure it’s fully resolved, including ensuring that you have received all refunds promised.
Once a request is closed, it’s not possible to open it again.
The seller didn't resolve my issue – how do I get eBay to help?
If you have a request that has been open for more than three business days, you can ask us to help by going to your open request in My eBay and clicking “Ask us to step in and help”.
How long do I have to contact eBay if I have a problem?
To be covered by eBay Money Back Guarantee, you have up to 30 days from the delivery date, or estimated delivery date for items not received, to contact the seller.
If at least three business days have passed since your first contact with the seller, and you're not happy with their solution, you can ask us to review your request.
Your request will close automatically 30 days after your first contact with the seller if you don't get in contact with us. We'll send you reminders so you don't forget.
What happens when I ask eBay to help?
If you ask us to review an open request, we’ll review all of the information and get back to you within 48 hours.
If we decide in your favour, we’ll refund you through PayPal or as otherwise agreed. Sometimes we won’t issue a full refund; this is normally because an item eventually arrived, or you decided to keep an item that wasn't as described instead of returning it.
How will I receive my refund?
We (or the seller) will refund the purchase price and the original postage cost to the PayPal account you used to buy the item. If you didn't pay with PayPal or don't have a PayPal account you will need to contact our Customer Service team who will work with you to issue your refund.