eBay Buyer Protection: What Is and Is Not Covered
Quick Answer
eBay's Money Back Guarantee covers most purchases when an item does not arrive or is significantly different from the listing. It applies to items bought through eBay's checkout. Items purchased through off-platform payment arrangements are not covered. Always pay through eBay's checkout to retain protection.
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.