How do I file an eBay Money Back Guarantee claim step by step?+
Go to Purchase history → More actions → Return or request a refund (or Report item hasn’t arrived for INR). Choose reason matching facts: not received, doesn’t match listing, damaged, etc. Submit required photos and details. Wait 3 business days for seller response. If unresolved, click Ask eBay to step in. eMBG covers eligible items paid through eBay checkout within published time windows. Keep all communication in eBay messages for evidence.
eBay seller not responding to return request — what now?+
After 3 business days without adequate seller response, open the return in Purchase history and select Ask eBay to step in. eBay may step in automatically in some non-response scenarios. Do not ship the item until return is accepted if seller pays return shipping rules apply — read return instructions carefully. Informal email outside eBay is weak evidence.
eBay tracking shows delivered but I never got the package — INR or SNAD?+
Use Item hasn’t arrived / not received path if you never received possession. If tracking shows delivered to your address but package missing, report within 48 hours with mailbox checks documented. Seller may provide carrier proof of delivery photo. If insufficient, escalate after seller response window. Do not file SNAD if item truly never arrived — use INR.
Seller refunded on eBay but bank shows no credit — escalation order?+
Screenshot eBay Refund issued line with date. Wait 5 full business days. Contact eBay chat or phone with transaction ID. If eBay confirms issued, call card issuer with eBay refund reference — not chargeback first if eBay shows completed. If eBay shows no refund, escalate case against seller or step-in decision.
eBay case closed in seller favor — can I appeal?+
Some decisions allow appeal within limited window in Resolution Center — upload new evidence (carrier docs, appraisal, timestamped photos). If appeal unavailable, card chargeback may remain for eligible payment disputes but can affect eBay account if eMBG was final. Read closure reason code carefully.
Chargeback or eBay case — which first for refund not received?+
eBay requires exhausting case process for eMBG-covered transactions in most situations. Open return or INR, step in, wait for eBay decision. Chargeback while case open can complicate or close eBay review. Issuer deadlines still run — calendar both. Document eBay case number for bank.
eBay seller offered partial refund for wrong item — should I accept?+
For significantly not as described items, you may be entitled to full refund including return shipping. Partial acceptance can waive further claims. Decline and escalate if offer does not match policy. Get seller offer in eBay messages, not text.
Return lost in transit to eBay seller — still get refund?+
If you used seller-provided or eBay prepaid label and tracking shows loss, Ask eBay to step in with tracking proof. eMBG may credit buyer when return shipment failure is documented. Do not ship duplicate without eBay authorization. File before return request times out.
eBay listing said no returns but item is fake — protected?+
SNAD, counterfeit, and materially misdescribed items fall under eBay Money Back Guarantee even when listing says no returns. Open return with detailed photos and any authentication evidence. Policy overrides seller no-return banner for eligible misrepresentation claims.
How to contact eBay about buyer protection by phone?+
US: 1-866-540-3229 — have case number, item number, and user ID ready. Phone after attempting Resolution Center step-in for faster routing. Hours vary — chat through Help & Contact often available 24/7 for case status.
eBay seller wants refund outside eBay — safe?+
Never accept off-platform refund for eMBG claim — you lose eBay protections and fee tracking. Insist seller process refund through eBay return flow. Off-eBay wire or Venmo voids case evidence.
eBay international seller return address overseas — who pays shipping?+
eBay International Shipping returns use hub model — follow label in case. Domestic US returns to US seller use published return reason rules: SNAD often seller pays, changed mind may be buyer pays. Check return details before buying label.
Multiple eBay cases for same item — allowed?+
No — one return or INR request per transaction. Duplicate cases confuse review and may auto-close. Update existing case with new evidence via message thread.
eBay feedback revenge after refund dispute — separate issue?+
Feedback and money claims are separate systems. Pursue refund through case; report retaliatory feedback through eBay feedback removal request if seller posts negative after policy-covered return. Do not withhold legitimate return over feedback fear.
eBay authenticity program item failed inspection — refund timing?+
Follow program email — refund triggers when authenticity team confirms failure. Longer than standard seller refund. Do not relist item yourself. Case manager messages in Purchase history.
Seller sent return label but wrong address — escalation?+
Message seller in case thread for corrected label before shipping. If shipped to wrong address with seller error, step in with tracking showing misdirection. Do not pay for new label without seller agreement documented in eBay.
eBay canceled my return request — reopen?+
If closed in error, contact eBay with case ID within appeal window. If timed out, may need new eligible claim only if within eMBG calendar limits — often impossible after 30 days. Act before deadlines.
Partial refund issued then seller charges restocking anyway?+
Screenshot unauthorized charges. eBay case for full refund adjustment. Card dispute for charge outside eBay only if separate merchant post — rare. Keep all in eBay messaging.
State AG or BBB for eBay buyer dispute?+
BBB routes to eBay corporate response. AG complaint for pattern fraud. Single transaction usually faster through eBay step-in and chargeback after documented denial. See /resources/state-ag-complaints.
What evidence wins eBay Money Back Guarantee escalations?+
Listing screenshot at purchase, all seller messages, tracking screenshots, delivery photos, return tracking delivery scan, unboxing video for SNAD, third-party appraisal for authenticity disputes, police report for high-value theft when carrier shows delivered. Organize chronologically in step-in form.