Trust is important, and our Money Back Guarantee means you won’t lose a potential buyer because someone else let them down in the past.
If you meet certain criteria, we’ll protect you against eBay Money Back Guarantee or PayPal Buyer Protection cases.
For example, if a buyer reports that they didn't receive an item, you’re protected as long as:
- You’ve sent the item within your handling time,
- Uploaded valid tracking information before we were asked to step in and help, and
- Your tracking information shows the item was delivered to the buyer's address.
When a buyer opens a case, you’ll have 3 days to provide a solution. We’ll refund your final value fee if you refund a buyer or resolve the issue within that time. After 3 days, you or your buyer can ask us to step in and help. We’ll close the case when you’ve provided a full or (accepted) partial refund, or after 30 days. The buyer can also close the case at any time.
When we close an eBay Money Back Guarantee case in your favour, we’ll automatically remove any defects, adjust your late delivery rate, and remove negative or neutral Feedback.
If your buyer uses PayPal, you’ll also benefit from PayPal Seller Protection.