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Hassle-Free Selling

Did you have a hiccup with a buyer recently? It's okay, we're here to make sure the next time you sell it runs smoothly. Check out our top tips below for three common buyer issues (and how to deal with them).

Topics we'll cover

Buyer Hasn't Paid

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When a buyer bids on an item or selects Buy It Now, they're committing to paying for the item.

If they don't pay within 4 days, you can open an unpaid item case in the Resolution Centre.

If the case closes without payment, the seller is eligible for a final value fee credit and we may record an unpaid item on the buyer's account.

You can block certain other members from buying or bidding on your items. For example, you might decide to block buyers that have a negative Feedback score or who don’t have a PayPal account.

Go to Buyer requirements in My eBay get started. You can also block bidders or buyers from your listings by entering their username. That member won’t be able to buy or bid on your listings.

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Tip: You can require immediate payment with the Buy It Now option. Simply select PayPal and Require immediate payment when buyer uses Buy It Now when selecting your payment method options in the listing form. This means the listing remains open to other buyers until your buyer pays in full.
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Item Not Received

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Sometimes, despite your best attention, a buyer doesn't receive an item you sent.

If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information showing that it was delivered.

To alert you that there's an issue, the buyer opens what we call an "item not received" request. We'll send a message to your registered email address – it'll also be available in your Messages – with all the details, and your options for resolving the issue.

To ensure their issue is resolved as quickly as possible, you should respond within 3 business days.

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Tip: Always report missing packages to the postal carrier you used – they may be able to find them and return them to you.
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Buyer Unhappy With Item

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Most problems can be solved with clear communication.

Make sure you’re accurate with your listings and include lots of photos, particularly when describing any scratches or other defects, and be sure to list everything that you’re including.

If a buyer gets in touch with an issue, reply to them quickly and sympathetically. We find that many issues are resolved by the buyer and seller coming to an reasonable agreement between themselves.

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