How eBay Buyer Protection works. Standard eBay Buyer Protection Program

Good afternoon, dear subscribers and guests of the site!

Today to all registered users eBay a message was sent out about the change in eBay Buyer Protection Program. This message contained two news, one of neutral content, and the other very good, especially for residents of Russia and the CIS.

Name eBay Buyer Protection Programs has changed, now it's called eBay Money Back Guarantee. Only the name has changed, the essence of the program remains the same: if problems arise with the paid product, you must contact Resolution Center to resolve the problem and if the problem is not resolved, the money for the product and delivery will be returned. In a word, this change is neither warm nor cold, which is why I called this news neutral, although in the official message it is called good, perhaps))))

The deadline for opening a dispute on eBay has been extended

Well, now about the very good news. Maximum period under the “new” program eBay Money Back Guarantee increases for most. It is now calculated from the latest expected delivery date of your item plus 30 days. This means that the extended period for opening a dispute can be up to 90 days from the date of payment for the goods, as opposed to 45 days that were previously given for opening a dispute. Not bad! What does this mean for the buyer? And what possible difficulties may arise?

Since the maximum allowable delivery time for goods from eBay is 60 days, then, as was correctly stated in the letter, the maximum period for opening a dispute is as much as 90 days! This is a very correct move to protect buyers from countries where postal service is not very fast, for example in Russia.

Suppose a package with a paid product takes a very long time, during which time the buyer calmly waits for it, without wasting the seller’s nerve cells and his own too. At the end of this long period, the buyer calmly opens a dispute due to the fact that the goods have not been received and receives a refund under the program eBay Money Back Guarantee.

On the other hand, various frauds will begin on the part of cunning and not very efficient sellers, for example, for untracked shipments, the maximum delivery time will be increased to 45-60 days. The seller no longer needs to rush to send the goods as soon as possible so that the postmen have time to deliver the goods within 45 days, now the client can wait another 30!!! days to open a dispute. In a word, the seller may not be in a hurry, especially if he does not provide a tracking number. It’s easier to mark the goods as shipped one day after payment and you can continue to develop your business further, while the client waits.

Another contradiction that arises in connection with the introduction of new deadlines for opening a dispute is “premature”. Previously, when there were delays in receiving goods, there was first a dispute, and then, based on the results of the dispute, an exchange of reviews. Now it is not clear how the seller will behave in a dispute over a problematic product with long delivery. Apparently, buyers who are not happy with the delays in the delivery of paid goods will leave not the most flattering reviews for sellers, and they, in turn, will delay returning them due to a dispute.

But still, now sellers have fewer reasons to fool buyers. After all, previously, some of them specifically indicated delivery times with a large margin; inexperienced buyers, relying on the long delivery time, did not open a dispute.

With the change in the maximum period for opening a dispute, my opinion does not change:

“The dispute must be opened on the 45th day, maybe earlier, maybe a little later, but no more than 30 days after the delivery deadline. It all depends on the specific circumstances and behavior of the seller.”

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Sales on eBay are generally successful. Receipt of the ordered goods or a refund to the buyer in case of problems is ensured by the eBay Money Back Guarantee.

Buyers can take advantage of the eBay Money Back Guarantee in the following cases.

Item not received.

The item received does not match the description in the ad.

Most sellers work with buyers to resolve the issue quickly. If the issue is not resolved, eBay comes to the rescue.

What does the Warranty cover?

eBay's Money Back Guarantee applies to most transactions on eBay.com.

International Purchase Coverage

The buyer is subject to the applicable Money Back Guarantee or similar buyer protection policies of the eBay site where the purchase was made.

For more information about international sales see International Trade Regulations.

If the buyer does not receive the goods

If the buyer has not received the goods, he should send a request and report the non-receipt of the goods. The seller must respond to the buyer with tracking information, latest shipping information, or a refund.

If the buyer is not satisfied with the seller's response or has not received a response, the buyer can contact eBay for assistance.

If the buyer asks us for assistance, we will consider the information provided by the buyer and seller as evidence of timely delivery to the buyer's address or pickup by the buyer.

Buyer's obligations

Generally, the buyer is responsible for receiving the item upon delivery. If a buyer refuses delivery, their claim will not be covered by the eBay Money Back Guarantee.

Exceptions:

The buyer may provide written confirmation from the delivery service if the package is rejected because the package arrived empty or was damaged in transit.

The buyer accepted and opened the package and found that the box was empty.

The item arrived on a cash on delivery basis because postage had not been paid in full.

Buyer is responsible for paying all customs fees and duties imposed for international delivery.

Exception:

The seller overestimated the cost of the goods, and therefore the amount of customs duties was increased.

Seller's obligations

Providing tracking information to confirm buyer has received the item.

In addition, for items with a total value of more than $750, the seller must select a shipping method with signature confirmation from the recipient.

If the buyer wants to return the item

If the buyer wishes to return an item within the seller's return period, or has received an item not as described in the listing, the buyer must submit a return request. The seller must respond to the buyer and offer a solution, such as returning or replacing the product or refunding the product. In some cases, we may automatically accept a return request on behalf of the seller. The buyer may seek assistance from eBay if they are not satisfied with the seller's decision.

If a buyer contacts us for assistance, we will review the item listing, product photos, and other item details provided by the buyer and seller. We may offer the buyer to return the item to the seller if we cannot determine that the item is as described, if the seller has already offered a return, or if the seller's return policies and deadlines apply.

If the item is returned to the seller

If a return shipping label is provided to the buyer and/or the buyer purchases a separate label, eBay will not reimburse the buyer for the cost of the label.

Tracking information is required to confirm the item is returned to the seller. Signature confirmation is required for returns of items with a total value of more than $750. If the seller offers the buyer a return label without tracking and the buyer contacts eBay for assistance, the buyer will not be required to provide proof of delivery with a signature from the recipient.

Buyer's obligations

The buyer must return the item in the same condition in which it was received.

The buyer is responsible for any loss of value of the goods if it is associated with actions not necessary to verify the quality, characteristics and functionality of the goods. The seller may deduct the amount of damages from the amount reimbursed to the buyer.

Seller's obligations

The product is not returned to the seller

In some cases, we may not require the item to be returned to the seller. In such cases, we will refund the buyer and may seek a refund from the seller, for example in the following situations.

Seller will not accept return requests or provide return shipping labels.

The location of the product was indicated with an error;

Returning an item comes with risks.

The item no longer has value (for example, a ticket to a canceled event).

We may also, with the buyer's consent, provide a partial refund to cover differences between the item description in the listing and the item the buyer actually received. When paying a partial refund to the buyer, the goods are not required to be returned to the seller. The seller must reimburse eBay for a partial refund.

Counterfeit goods

If a buyer reports that an item is counterfeit and has reasonable evidence of this, we do not require the buyer to return the item to the seller. Buyer must cooperate with eBay to ensure proper disposal of item. In such cases, we will refund the buyer the full cost of the item and original shipping, and the seller will reimburse us for this amount. The buyer is prohibited from selling such an item on eBay or anywhere else.

eBay Money Back Guarantee Timeline

Item not received

Product does not match description

Replacement and exchange

A request for a replacement or exchange of goods may be submitted by the buyer and/or seller. Exchanges are based on the value of the original item purchased, taking into account current price and equivalence. Buyer must request a return and choose the replacement or exchange option within 30 days after the actual (or estimated) delivery date or within the return period established by the seller, if that period is longer.

Deadlines for replacement and exchange

If the buyer requests a replacement or exchange of an item, the seller has 3 business days to respond to the buyer. If no response is received within 3 business days (maximum 27 business days), the buyer may contact eBay for assistance.

If a replacement or exchange is agreed upon, the buyer has 5 business days to return the item to the seller, providing return tracking information. If the buyer does not return the item within 5 business days, the replacement or exchange request will be closed.

If the buyer does not send the returned item to the seller, and the seller sends a replacement or exchange item and provides a copy of the delivery confirmation, the cost of the additional item will be paid to the seller after 20 business days. The cost of the additional item will be charged to the buyer's PayPal account.

Latest estimated delivery date

If we do not have actual delivery date information, we will use the latest estimated delivery date. If we do not have an estimated delivery date information, the latest estimated delivery date is considered to be 7 days from the date of payment for a transaction between a buyer and seller in the same country, or 30 days from the date of payment for a transaction between a buyer and a seller in different countries .

Extended refund periods under the eBay Money Back Guarantee

In some limited situations, we may extend the period of time during which a buyer is eligible to receive a refund under the eBay Money Back Guarantee. This additional period allows for the location of the buyer, the delivery service used, an extended return period set by the seller, public holidays or delays due to natural disasters, state of emergency, strike, government action or other circumstances such as fraud. In most cases of eBay Money Back Guarantee refund extensions where the seller is responsible for inquiries opened during the extended period, we will notify the seller via a notice on eBay.com.

Appeals

Buyer Refunds

Customers will be refunded to their original payment method or PayPal account. If the buyer does not have a PayPal account, we will offer to create one using the address to receive a refund. email, listed on eBay. In the unlikely event that we are unable to send a refund to the buyer's original payment method or PayPal account, we may provide a refund in the form of a coupon or vouchers for future eBay purchases.

Seller Funds, Refunds and Seller Fees

Seller funds

If a buyer reports an item not received, requests a return, or contacts eBay for assistance, PayPal may place a temporary hold on the seller's account as provided in the PayPal User Agreement.

Payment Refunds

If a dispute arises over a transaction between a buyer and seller and eBay finds in the buyer's favor, the seller authorizes eBay to release funds to reimburse the buyer and, if such funds are not in the account or are insufficient, the seller agrees to reimburse eBay for any amount paid by eBay to the buyer in as compensation.

If payments are made through PayPal, the seller agrees to give eBay the right to charge the refund amount to their PayPal account. The seller may refuse a PayPal refund by contacting PayPal.

Seller Fees

If the seller issues a full refund to the buyer before the buyer contacts eBay for assistance, we will refund the seller's fee on the final cost of the item. Listing fees and other eBay fees are not refundable.

Using other programs to solve problems

Buyers may not use more than one dispute resolution method to obtain a refund. After selecting a dispute resolution process (eBay Money Back Guarantee, PayPal Buyer Protection, requesting a refund from the payment service provider), the buyer must use only this method to resolve the problematic transaction.

If a buyer requests a refund from the payment service provider or files a PayPal Buyer Protection dispute, any requests open for that transaction on eBay are immediately closed.

Fraudulent complaints

The buyer opens an excessive number of requests or duplicates requests using other programs.

The buyer colludes with the seller to understate the value of the goods in the customs declaration.

The buyer requests a refund from the payment method provider after receiving the refund.

Buyers who file fraudulent complaints will be subject to the actions listed in section Abuse of eBay Policy User Agreement. In addition, we reserve the right to indefinitely suspend a buyer's coverage under the eBay Money Back Guarantee.

Other conditions

Buyers and sellers authorize us to make final decisions in all matters, including appeals. We may provide buyers and sellers with access to the parties' names, logins, contact information, and other information relevant to the inquiry.

If the buyer and seller speak different languages, we can mediate communication until the problem is resolved.

eBay's Money Back Guarantee is not a guarantee of product quality.

In some cases, we may open a request and make a decision on behalf of the buyer. Such cases include situations in which the seller is suspected of fraudulent activities.

If items are shipped through the Global Shipping Program, that program is subject to the protections that participants receive under the eBay Money Back Guarantee.

We reserve the right to correct any processing errors that result in charges or credits to the payment method used for an incorrect refund or refund.

The online auction eBay is widely known not only in the United States, where it appeared in 1995 thanks to programmer Pierre Omidyar, but throughout the world: it is here that many foreign buyers purchase various goods in the United States without leaving their computers. Today, a huge number of transactions are made on eBay every day, and the issue of security is very relevant here. For example, special programs take care of user safety Buyer Protection on eBay.

eBay Buyer Protection Programs are in effect for this online auction. to prevent fraud and unfair trade. For example, each buyer can receive compensation from eBay if an item purchased at auction is not received or if an item received from eBay does not match the description specified in the lot.

The main protection of buyers on eBay is provided by the Money Back Guarantee program, according to which buyers can, in case of problems in purchasing goods, receive the money spent back. Such a program is reliable and effective, but it is worth knowing that it only applies to the cases of non-receipt of goods due to the fault of the seller already mentioned above. specified deadlines and inconsistency between the description of the product and its actual characteristics. But you cannot count on a refund if the buyer simply changes his mind - such a case is not guaranteed.

It should be noted that the Money Back Guarantee program on eBay has a whole a number of strict criteria, which the purchase must meet in order for the buyer to be eligible to take advantage of this program. For example, a purchase must be made through the standard eBay checkout process, must be paid in a single payment and only through methods approved on eBay, for example, through PayPal.

Buyers are not eligible to claim a refund under eBay's Money Back Guarantee if they simply change their mind, if the item was damaged or stolen during shipping (the delivery service will be responsible in this case), or if the item was shipped after original delivery to a different address. . There are also no refunds for duplicate complaints or for items purchased on half.com, eBay Wholesale Deals and eBay Classifieds.

eBay's buyer protection program limited validity period, maximum payout amounts. In each case, the issue of refunds is considered individually; the eBay administration always recommends that buyers try to resolve the problem privately with the seller and only if this fails, file a claim.

If item not received, the buyer can write a message about this to the seller through My eBay. The seller may respond to the buyer with information about the current delivery situation or refund the cost of the goods. If the seller does not do this, the buyer has the right to contact the eBay administration for help. After considering the arguments of each side, the administration will make a decision: if it is determined that the goods were not actually received by the buyer, the administration will return the buyer the money for the goods and the initial delivery, withdrawing the corresponding amount from the seller’s account.

If the product received, but does not correspond to the description indicated in the lot by the seller, then in this case the buyer must also first try to settle this question directly with the seller and request a refund or replacement of the product in exchange for the return of the product. If this cannot be done, then the eBay administration will intervene in the matter, which, after considering the arguments of the seller and the buyer, will make its decision: the buyer can receive a full refund of the cost of the goods and the original delivery, a partial refund of the cost of the goods, or a replacement of the goods.

To receive full refund(full refund) the buyer must return the purchased product to the seller in the form in which he received it, paying for the cost of return shipping himself. If, when returning goods, you need to pay customs costs, these costs fall on the shoulders of the seller. The seller must necessarily accept the goods at the same address indicated in his lot.

Buyer may not return the goods to the seller, if he is satisfied with a partial refund, compensating for the difference between the description of the product and its actual characteristics. Also, the seller may not return an item if the seller does not accept the return request, if the item has lost value, or if returning the item is hazardous.

UPD: Updated as of 2019. Minor changes are possible, but the opening principle and timing are current.

General provisions

Tips for handling disputes

General provisions

If a buyer has problems with a transaction made on eBay, he can take advantage of the buyer protection that eBay provides. The eBay Money Back Guarantee program guarantees the buyer a refund in the following cases:

· Ordered and paid for goods have not been received;

· The product received differs from that stated in the description.

Problems that arise are resolved in the eBay Conflict Resolution Center by opening a dispute. The dispute that arises can be resolved either simply through simple negotiations and agreements between the buyer and seller, or with the involvement of the eBay administration, if a compromise has not been found.

Terms and Conditions of the eBay Money Back Guarantee Program

The Buyer Protection Program is valid if all of the following conditions are met:

· Item not received or not as described in the ad.

· A dispute is opened no later than 30 days after the actual or latest estimated delivery date or, in the case of tickets, no later than 7 days after the event.

· The purchase was made using the Pay now option or using the same button on the eBay invoice received by email.

· One of the following payment methods was used:

Credit or debit card

Bill Me Later

· The item was paid for with a one-time payment (including payments through the "Bill Me Later" service.

Pay attention to the last paragraph of the conditions. If the item was paid for in several payments, then such a transaction will not be protected by the program.

The eBay Money Back Guarantee program does not apply to the following cases:

· The buyer for some reason changed his mind about receiving the goods

· There is already a dispute regarding this transaction using other methods of conflict resolution (for example, a dispute has been opened in PayPal)

· Purchasing websites

· Purchase of real estate, vehicles, certain categories of industrial equipment

· Purchasing goods on half.com, website wholesale trade eBay or in the eBay Classified Ads section

Deadlines for opening disputes on eBay

In the fall of 2013, eBay radically changed the time frame for opening disputes. If previously the period for opening a dispute was 45 days from the date of payment for the goods, then from October 26, 2013, the period for opening a dispute is determined according to the following methodology: Estimated delivery date as stated in seller's listing + 30 days.(or actual delivery date + 30 days if delivery is tracked by eBay)

If the estimated delivery time is stated in the seller's listing

Minimum time frame for opening a dispute: a dispute can be opened the day after the latest estimated delivery date. In the example above, the product delivery time is defined as "Approximately between Thu. May 8 and Fri. May 16." Those. the seller plans that the goods will be delivered within this time interval. Thus, the most early date opening a dispute for non-receipt - May 17.

Maximum time frame for opening a dispute: no later than 30 days from the latest estimated delivery date. The latest date for opening a dispute in the example given is determined as May 16 + 30 days = June 15.

If the estimated delivery time is not stated in the seller's listing

If the estimated delivery date is not stated in the seller's listing, the estimated delivery date is 7 days from payment if buyer and seller are in the same country and 30 days if buyer and seller are in the same country. different countries. Accordingly:

Minimum time frame for opening a dispute: 8 days from the date of payment if the buyer and seller are in the same country and 31 days if the buyer and seller are in different countries.

Maximum time frame for opening a dispute: 37 days from the date of payment if the buyer and seller are in the same country and 60 days if the buyer and seller are in different countries.

Time limits for conducting a dispute and converting it into a claim

After opening a dispute, the seller is given three days to resolve the problem with the buyer. After this period has expired, the buyer will have the opportunity to convert the dispute into a claim.

If the problem is not resolved, the seller does not respond in an open dispute or refuses to fulfill the requirements specified by the buyer in the dispute, the dispute may be referred to the eBay administration, i.e. transferred to the category of claim. The maximum possible time for an open dispute is 30 days. If during this time the buyer and seller were unable to agree and the dispute was not converted into a claim, it will be closed automatically. Re-opening a dispute regarding the same product is impossible.

After the dispute is converted into a claim, it is reviewed by the eBay administration, which makes its decision either in favor of the buyer or in favor of the seller (depending on the strength of the evidence of the parties to the dispute). The terms for consideration of claims are not regulated by eBay rules and may vary depending on the complexity of the issue under consideration.

In case of disagreement with the decision made on the dispute, within 45 days from the date of closure of the dispute, any of the parties to the dispute may file an appeal, providing necessary documents to the eBay Conflict Resolution Center.

Tips for handling disputes

The very first piece of advice that I would like to write is, if possible, try to resolve a controversial issue without resorting to a buyer protection program. It is enough just to contact the seller, explain the essence of the problem and offer your solution. Many sellers meet buyers halfway (if their demands are justified) without any open disputes and return either the entire purchase amount (if the goods are not received) or compensate part of the amount (if the goods do not correspond to the description). Therefore, before opening a dispute for any reason, contact the seller.

In addition, frequent opening of disputes may be perceived by the eBay administration as an abuse of the buyer protection policy. In this case, eBay has the right to suspend Buyer Protection for your account.

When conducting correspondence in a dispute, be polite, do not use emotional expressions or any evaluative characteristics towards the seller. Just write the facts, describe the situation in as much detail as possible, attach evidence and offer your own solution to the issue. Very often, the outcome of a dispute (if it escalates to a claim) depends precisely on the content of the correspondence between the seller and the buyer, the extent and validity of the requirements.

Never, under any circumstances, threaten the seller with negative feedback. This is prohibited by eBay rules, can be regarded as blackmail and, as a rule, entails the closure of the dispute in favor of the seller.

Dispute over non-receipt of goods

If you have not received the goods within the prescribed period, you can open a dispute for this reason. In most cases, there is only one requirement in such disputes - a full refund. A full refund means the return of the cost of the purchased product plus the cost of shipping the product to the buyer. If the seller and buyer come to an agreement in such a dispute and the seller returns the money, the dispute will be closed automatically.

The main advice in opening disputes over non-receipt of goods is not to open such a dispute too early. Sellers cannot control postal services or guarantee the exact estimated delivery dates they provide in their listings. If you open a dispute too early, and the seller in the dispute provides evidence of sending the goods, then there is a high probability that the dispute may be closed in favor of the seller. If a dispute is opened closer to the end of the possible opening period and the buyer has evidence of non-receipt of the goods (for example, the track number is not tracked), then in this case even the evidence provided by the seller about the dispatch of the goods will no longer play a significant role in making a decision on such a dispute . In most cases, such a dispute will be closed in favor of the buyer.

Also, a dispute regarding non-receipt can be opened as a safety net for delivery times. If you see that the period of 30 days from the estimated delivery date is coming to an end, the goods are still on the way and you intend to wait for it, you can open a dispute. In this case, it is possible to calmly wait another 28-29 days and only then, if the goods have not been received, transfer the dispute to a claim.

If a dispute is opened regarding non-receipt of the goods, and the seller offers to resend the goods instead of a full refund, then it is not advisable to agree with such an offer, because in this case, you will probably be asked to close the dispute. It will not be possible to open a dispute for this product a second time, and there will be no guarantee of receiving the product upon re-sending. Therefore, in such cases, it is better to insist on a refund, and only then, if the goods are still needed, you can simply make a new order, which, accordingly, will already have new guarantees on delivery times and the timing of opening a dispute.

Since disputes over “non-receipt” can have only one requirement - a full refund, then, accordingly, there are only two options for resolving such a dispute: either the seller (or the eBay administration) agrees with your demands and you receive a refund, or your evidence do not look very convincing, you will be denied a refund and the dispute will be closed in favor of the seller.

If the dispute is closed in your favor, the refund will be made through PayPal. If the buyer does not have a PayPal account, they will be asked to open an account using their eBay registered email address in order to receive their refund.

In rare cases where it is not possible to credit your PayPal account, eBay may provide a refund in the form of a coupon valid for eBay purchases.

If a dispute has already been opened due to non-receipt of the goods, and the goods themselves have been received, but differ from what is stated in the description, you can change the reason for the open dispute from “non-receipt” to “non-conformity of goods”.

If during an open dispute you received the product and you are completely satisfied with it, then you can close the open dispute or claim yourself.

Dispute over product not matching description

A dispute over the non-compliance of the goods with the description may be opened in the event of receiving a product that is clearly not the one that was paid for, a product that is defective or defective (if they were not previously specified in the product description), a counterfeit product (fake), a discrepancy between the quantity of the paid and the received product, discrepancy between the paid delivery method and the actual one.

In this case, the buyer has the right to present to the seller both demands for a full refund and demands for a partial refund. Naturally, any claims must be supported by evidence of non-compliance. Therefore, in the event of opening a dispute “due to non-compliance”, the buyer must prepare all possible evidence - photos, videos of receipt and opening of the parcel, photos or videos of whether the goods are defective or evidence that the goods are counterfeit, postal certificates confirming damage or absence of goods in the parcel and etc. The more evidence there is, the greater the likelihood of winning such a dispute. All collected evidence must be attached to the dispute.

If in a dispute over “non-conformity” the buyer wants to receive a full refund, then, as a rule, such a requirement can only be satisfied if the goods are returned to the seller. Please keep in mind that in most cases this return is made at the buyer's expense, unless the seller's listing specifies other conditions for returning the item.

If the buyer decides to return the goods through the dispute procedure, then the goods must be sent only to the address indicated by the seller in the dispute messages. Shipping to an address that the seller may attempt to provide to the buyer by any other means will not provide eBay with evidence that the buyer actually shipped the item. After sending the goods back, you must indicate the tracking number of the return shipment in dispute messages. For items with a total value of $750 or more, proof of return delivery with a signature from the recipient is required.

An exception to the general rule of returning goods when demanding a full refund can only be a dispute in the event of receiving counterfeit products (fake products). In this case, eBay may issue a full refund provided the buyer agrees to dispose of (destroy) the counterfeit item.

If the buyer expects only to return part of the amount he previously paid, and the seller agrees with this requirement, then there is no need to return the goods.

If the buyer and seller do not reach an agreement in a dispute, either party to the dispute may escalate the dispute into a claim. Further decisions on the dispute will be made by the eBay administration.

Differences in eBay and PayPal Buyer Protection Programs

Buyers who make purchases on eBay and pay through PayPal can use either of these programs to protect their purchases. But the question often arises - which of the two programs to choose? At the moment, with the beginning full-fledged work eBay and PayPal in Russia, it is no longer possible to give an unambiguous recommendation on where to open a dispute. Everything will depend on individual characteristics problem that has arisen.

Based on general practice and experience in opening disputes, we can only recommend opening disputes over “non-compliance” on eBay, because this type Disputes usually either involve proof that the product does not match the description (and product descriptions are available for eBay) or the return of items, which takes a long time. And the time frame for a dispute on eBay is just longer than in PayPal.

In any case, you should determine the main differences between the eBay and PayPal buyer protection programs, which the buyer can use based on the problem that has arisen:

1) Terms of possible opening of a dispute: in PayPal the maximum period is 180 days from the date of payment; on eBay, in most cases, the maximum period can be 60 days or more. Thus, the PayPal Buyer Protection program gives you more opportunity to wait for the purchased product and at the same time is protected by the program.

2) Terms of disputes: in PayPal maximum time The dispute period is 20 days, on eBay - 30 days. Just like in the first case, the buyer protection time increases. This is especially true when returning goods.

3) eBay's Buyer Protection Program applies to payments via PayPal and payments made from alternative sources, such as credit cards. PayPal Protection only covers payments within the payment system.

eBay Money Back Guarantee means you"re protected if the item you ordered didn"t arrive, is faulty or damaged, or doesn"t match the listing. You"ll get your money back. For all the details of how the eBay Money Back Guarantee works, please see our full policy guidelines below.

Frequently Asked Questions

When does eBay Money Back Guarantee apply?

You"re covered under eBay Money Back Guarantee when:

You don't receive an item
You receive an item that doesn't match the listing
You receive an item that"s broken or faulty

Our sellers normally work with buyers to quickly resolve any issues, but if you can"t agree on a solution, you can ask us to step in and help. In most cases, you"ll be covered by eBay Money Back Guarantee.

What happens if the seller doesn't respond or won't give me a refund?

Under eBay Money Back Guarantee, the seller has 3 business days to resolve your issue. If you can"t come to an agreement, you can ask us to step in and help. We"ll review the details of your case and make a decision within 48 hours.

If I refund a buyer, will I get a credit for my final value fee?

In most cases, if you issue a full refund to the buyer before we"re asked to step in, we"ll credit your final value fee. Insertion fees and other eBay fees aren't refunded, though. You can find more information in our policy below.

Read our full policy

About eBay Money Back Guarantee

Most eBay sales go smoothly, but if there"s a problem with a purchase, the eBay Money Back Guarantee ensures that buyers receive the item they ordered or get their money back.

Buyers can use the eBay Money Back Guarantee when:

They don't receive an item
They receive an item that doesn't match the listing

Most sellers work with buyers to quickly resolve issues, but if a solution isn't reached, we can help.

What's covered

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

Purchases are covered by the eBay Money Back Guarantee when all of the following are true:

Not covered

Sellers are subject to this policy even if the transaction was completed on another eBay site.

International coverage

When a seller lists an item for sale with an international shipping option (such as worldwide shipping), it may result in the item being sold to a buyer on an eBay site other than the seller's original listing site. A buyer is covered by the applicable eBay Money Back Guarantee or similar buyer protection policy of the eBay site where checkout occurred.

For more information on international selling see our International trading policy.

When a buyer doesn't receive an item

If a buyer doesn't receive an item, the buyer needs to submit a request to report that the item hasn't arrived. The seller should address the buyer's concern and provide tracking information, updates on the delivery of the item, or a refund.

If the buyer isn't happy with the seller's response or doesn't receive a response, the buyer can ask eBay to step in and help.

If asked to step in and help, we review the information provided by the buyer and seller for evidence of a successful on-time delivery to the buyer"s address or proof of collection by the buyer.

Information required to prove a successful on-time delivery is all of the following:

Tracking number uploaded to the site by the seller before the estimated delivery date;
A delivery status of "delivered" (or equivalent in the country to which the item was delivered);
The date of delivery;
The recipient"s address, showing at least the city/county or zip code (or international equivalent); and
Signature confirmation, if an item has a total cost of $750 or more.

If we determine that the item wasn"t successfully delivered or collected, a of the full cost of the item and original shipping is sent to the original payment method or to the buyer"s PayPal account. The seller is required to reimburse eBay for the amount of the refund. Learn more about reimbursement.

Buyer obligations

Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for the eBay Money Back Guarantee.

The buyer can provide, via written proof from the carrier, that they refused the package because it arrived empty or was damaged in shipping
The buyer accepted and opened the package only to determine that it was an empty box
The item arrived COD because it didn"t have enough postage on it

The buyer is responsible for paying any customs and duty fees for international shipping.

The seller overstated the value of the item, which caused customs fees to be higher

When a buyer wants to return an item or the item doesn't match the listing

If a buyer wants to return an item within a seller"s return window or they received an item that doesn"t match the listing, the buyer needs to submit a request to return the item. The seller should address the buyer's concern and offer a solution, such as accepting a return, or offering a replacement or refund. In some cases, we may automatically accept a return request on the seller's behalf. If dissatisfied with the seller's solution, the buyer can ask eBay to step in and help.

If asked to step in and help, we review the item listing, photos of the item, and any other information about the item that the buyer and seller provide. If we can"t determine that the item matches the listing, if the seller has already offered a return, or the seller"s stated return window and policy applies, we may ask the buyer to return the item to the seller.

After confirming that the item was returned to the seller, a of the cost of the item (less any loss in value, if applicable) and original shipping is sent to the original payment method or the buyer"s PayPal account. If the buyer arranged shipping or picked up the item, we may not refund the amount of original shipping or pickup cost. The seller is required to reimburse eBay for the amount of the refund.

When an item is returned to the seller

If a buyer is returning an item within the seller"s return window, the seller"s return policy will indicate who pays for the return shipping label. The cost of return shipping for an item that is not as described is the seller"s responsibility and, in cases where an eBay-generated return shipping label is used for the return, the return shipping label cost is placed on the seller"s invoice . You can find further details about reimbursements in our User Agreement.

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.

Tracking is required to confirm the item has been returned to the seller. Signature confirmation is required for items returned with a total cost of $750 or more. If a seller chooses to offer the buyer an untracked return label and eBay is asked to step in and help, the buyer will not be required to provide proof of delivery or signature confirmation.

Buyer obligations

The buyer must return the item in the same condition in which it was received
Buyers are liable for any loss in value of the item if this loss in value is attributed to a handling which is not necessary for the purpose of checking the quality, characteristics and functioning of the item. The seller may deduct the amount of loss from the amount reimbursed to buyer

Seller obligations

The seller is required to accept the return at the same location specified in the listing or at an address that does not result in a materially different return cost for the buyer
The seller pays for any customs and duty fees on the returned item
The seller is required to refund a buyer upon the receipt of a returned item. Learn more about returns timelines

When an item isn't returned to the seller

In some instances, we may not require that an item be returned to the seller. In these situations, we refund the buyer and may seek reimbursement from the seller, for example if:

The seller chooses not to accept a return request or provide a return shipping label
The item location was misrepresented
It"s hazardous to ship back the item
The item no longer has a value (for instance, a ticket for a canceled 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 the buyer received. When given a partial refund, the buyer isn"t asked to return the item to the seller. We may require the seller to reimburse eBay for the partial refund.

Counterfeit items

If a buyer reports that an item is counterfeit, and there are strong indicators that the item is counterfeit, we may not require the buyer to return the item to the seller. The buyer agrees to cooperate with us to ensure proper disposal of the item. In such instances, we refund the buyer for the full cost of the item and original shipping, and the seller reimburses us for the refund. The buyer may not sell the item on eBay or elsewhere.

Appeals

Buyers and sellers have an opportunity within 30 days from when we make a decision about a transaction issue to appeal the decision by providing appropriate documentation. eBay reserves the right to seek reimbursement from the seller if a buyer successfully appeals. Learn more about reimbursement.

Reimbursments

If a transaction dispute arises between a buyer and seller and eBay resolves such dispute in favor of the buyer, the seller authorizes eBay to reverse the funds to reimburse the buyer, and if such funds are unavailable or insufficient, the seller agrees to reimburse eBay for any amount eBay refunds to the buyer.

For PayPal payments, the seller agrees to authorize eBay to collect reimbursement from their PayPal account. The seller can opt-out of PayPal reimbursement by contacting PayPal.

If reimbursement is unsuccessful, the seller agrees to allow eBay to charge their reimbursement or automatic payment method on file for amounts refunded to the buyer. eBay may place the amount refunded to the buyer on their invoice subject to their automatic payment method. The seller will remain obligated to pay eBay for all unpaid amounts and eBay reserves the right to seek reimbursement through other means. You can find further details about reimbursements in our User Agreement.

Seller fees

If a seller issues a buyer a full refund before eBay is asked to step in and help, we credit the seller"s final value fee. Insertion fees and other eBay fees aren't refunded.