Resolving a dispute with your seller.

In the unlikely event that you purchase an item but it never arrives, you did not authorize the purchase, or your order arrives but turns out significantly different, we’ll help you resolve it and get your money back.

Learn more about Buyer Protection

Log in to Resolution Center to file a dispute – provide information about the problem and inform the seller.


Try to communicate directly with the seller to resolve the problem.


Close the dispute if it’s resolved. If the problem persists, escalate it to a claim and we’ll step in to help.

Here’s what you can do.

  • Check your item delivery status using the tracking number or contact the seller’s customer service. Sometimes unexpected delays happen due to weather conditions or customs issues
  • Make sure that the suspicious activity you observe isn’t from a family member using your account without your knowledge, or from a recurring payment such as a monthly subscription
  • Provide the details about the issue to help us decide on the best solution to resolve it

Here’s how we can help.

  • If an issue can’t be resolved, escalate it to PayPal as a claim within 180 days of the transaction and we’ll step in to help resolve it
  • We’ll investigate and gather additional information before reaching a decision, usually within 30 days
  • The money will be refunded to you if the claim is decided in your favor

Every purchase matters.

Shop with peace of mind with our Buyer Protection policy. We will refund the full amount, if an eligible item doesn’t show up or shows up significantly different than described.

More about Buyer Protection

Frequently asked questions

How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute in our Resolution Centre within 180 days of payment if:

  • You don’t receive the item
  • You receive an item but it’s significantly different than the description on eBay or on the seller’s website
If you didn’t authorise the purchase, you can file a dispute in our Resolution Centre within 60 days of payment. By opening a dispute, you can communicate directly with your seller to work out a problem transaction. If you're still not happy with the result, you can escalate the dispute into a claim. We'll review the claim and decide on reimbursement.