eBay Buyer Protection: What Is and Is Not Covered
Quick Answer
What eBay's Money Back Guarantee Covers
eBay's Money Back Guarantee applies when:
- The item did not arrive within the estimated delivery window
- The item received is significantly different from the listing description
- The item arrived damaged
"Significantly not as described" is eBay's standard, which means a material difference from the listing: wrong item, incorrect size or colour, different condition than described (e.g., listed as new but arrived used), or item that is not functional.
What the Guarantee Does Not Cover
| Situation | Covered? |
|---|---|
| Changed your mind about the purchase | No |
| Item is as described but not what you expected | No |
| Purchased through off-platform payment (Venmo, Zelle, wire transfer) | No |
| Local pickup items where you inspected and accepted the item | No |
| Items that were delivered but to wrong address due to buyer's input error | No |
| Digital goods (varies by listing type) | Limited |
The Process for Filing a Claim
Step 1: Contact the seller through eBay's messaging system and explain the issue. Give the seller 3 business days to respond.
Step 2: If the seller does not resolve the issue, open a case through eBay's Resolution Centre. Go to your purchase history, find the order, and select "I have a problem with this order."
Step 3: Choose the specific issue: item not received, or item not as described.
Step 4: eBay mediates. The seller has 3 business days to respond to the case. If the seller does not respond or the issue is not resolved, eBay steps in with a decision.
Step 5: If eBay decides in your favour, a refund is issued. You may be required to return the item to receive the refund for "item not as described" cases.
Timeframes
| Issue | Window to Open Case |
|---|---|
| Item not received | No earlier than the estimated delivery date; up to 30 days after estimated delivery date |
| Item not as described | Up to 30 days after actual delivery date |
eBay Authenticity Guarantee
For certain product categories including watches, sneakers, trading cards, and handbags above specified price thresholds, eBay offers an Authenticity Guarantee. Qualifying items are inspected by a third-party authenticator before delivery. Items that pass authentication display a verified badge.
The Authenticity Guarantee is a separate programme from the Money Back Guarantee and applies specifically to the categories and price thresholds listed in eBay's current programme terms.