I didn't receive my item or it's different than described. Should I open a dispute?

If you purchased something and would like a refund because you haven't received it, or it's not as described, you can file a dispute in our Resolution Center using a web browser.

You have 180 days from the transaction date to initiate a dispute. 

If your eBay payment is complete, but you didn't receive your item, it's not as described or the auction got canceled, you'll need to file a dispute. You can do this in eBay's Resolution Center or the PayPal Resolution Center.

If you feel the transaction was unauthorized, please visit our Resolution Center to file an unauthorized transaction dispute.

There are 2 kinds of disputes you can file:

  • Item Not Received – You bought something, but didn’t receive it. (Wait at least 3 days from the transaction date to give your seller enough time to ship the item.)
  • Significantly Not as Described – You received an item, but it was significantly different from the seller’s original description. (You might have to pay return shipping costs, but may be eligible for Return Shipping on US. Activate Return Shipping on US before filing your dispute to qualify for the benefit.)

Working with your seller can be the quickest way to resolve an issue. You can locate your seller's contact information on the transaction details page. They may be able to issue a refund to you or help with a return.

If you've tried working with your seller, but still need to file a dispute, here's how:

  1. Go to the Resolution Center.
  2. Click Report a Problem.
  3. Select the reason for your case and click Continue.
*The Resolution Center is not currently available on the PayPal mobile app.

What's Next?

You have 20 days from the date you opened the dispute to resolve it with your seller. If your seller isn't responding or you can't come to a resolution, you can escalate the dispute to a claim. If you escalate your dispute, PayPal will review it and decide the outcome. If we need additional information from you, or need you to take action, we will email you. You can check the status of your dispute at any time in the Resolution Center.

You can manage your dispute in the Resolution Center by communicating with the seller and providing additional information.

Here's some more information you may need to help resolve your dispute:

What's the difference between a dispute and a claim?
How do I escalate a dispute to a claim?
How do I request a refund?
How do I check the status of a claim?
Can I provide additional information or evidence to help resolve a dispute or claim?
Can I cancel a PayPal payment?

We understand having an issue with a transaction is never ideal and resolving the issue can be confusing. Please refer to our timeframes for additional information on the processes involved with resolving a dispute. Once a dispute or claim is closed, it can’t be reopened.