eBay Money Back Guarantee for sellers: what it covers, the deadlines and how to respond

What is the eBay Money Back Guarantee for sellers?

The eBay Money Back Guarantee is eBay's buyer protection programme. It covers purchases paid through eBay checkout for items that do not arrive or do not match the listing. For sellers, the eBay Money Back Guarantee is a set of rules and deadlines that decide what happens when a buyer reports a problem, and what it costs you if you do not deal with it in time.

It is not optional. It applies to eligible purchases whatever your own returns policy says, and the outcome of each request affects your money, your stock and your seller performance. The full policy is on eBay's eBay Money Back Guarantee policy page.

What does the programme cover, and what does it not?

The important word for sellers is listing. A not as described claim compares the item with what your listing said, in the title, description, photos, condition and item specifics. An accurate listing is your first defence.

Does your returns policy change anything?

Your returns policy decides what happens with change of mind returns, and whether you or the buyer pays return postage in those cases. It does not switch the programme off. A seller with a no returns policy can still receive a not as described request, and eBay will still expect it to be resolved. UK business sellers must also have a returns policy stating how long buyers have to return items for a full refund, under eBay's business seller rules.

Where your returns policy offers a longer window than 30 days, that longer window also applies to not as described requests. Offering generous returns can help sales, but plan for the longer exposure.

What are the deadlines?

There are two windows for buyers and one deadline for you.

Item not received

A buyer can report an item not received within 30 calendar days of the estimated delivery date. That means the clock runs from the latest date eBay told the buyer to expect the parcel, not from the date you posted it.

Not as described

A buyer can request a return for an item not as described within 30 calendar days of delivery, or within your longer return window if you offer one.

Your response

Sellers must respond within 3 business days. After that, the buyer can ask eBay to step in and make a decision. Responding means acting on the request: sending tracking, offering a refund or replacement, accepting the return, or replying with information. A silent request is the most expensive kind.

Calendar days and business days

The two buyer windows are counted in calendar days, so weekends and bank holidays count. Your response deadline is counted in business days. In practice, a request that arrives on a Friday evening still needs an answer early the following week, and one that arrives just before a long weekend can catch you out if nobody checks. Treat every request as same day work, and you will never need to count.

What happens when eBay steps in?

If you do not resolve the request in time, or the buyer is not satisfied with your answer, the buyer can ask eBay to step in. eBay then reviews the evidence on the order: the listing, the tracking, the messages and any photos the buyer sent.

• If eBay finds for the buyer, the buyer is refunded, and eBay may recover the money from you.
• If the case closes without seller resolution, it counts as a transaction defect and also as a case closed without seller resolution in your seller performance.
• If eBay finds for you, for example because tracking shows delivery to the right address, the case closes without a refund.

On eBay UK, cases closed without seller resolution are capped at up to 2 cases or 0.3% of transactions, whichever is higher, for both Above Standard and Top Rated sellers, according to the seller performance policy. Very few closed cases can move your seller level.

Can you appeal eBay's decision?

If eBay decides against you and you have evidence it did not consider, such as a delivery scan it missed or proof the buyer returned a different item, you can appeal through the case in the Resolution Centre or via Seller Help. Appeals are worth making when the facts are clear. eBay may also remove the defect in situations outside your control, such as a carrier fault, even if the refund stands.

A worked example: resolve it or let eBay decide?

Example, with hypothetical numbers. A buyer reports that a £40 item has not arrived. Tracking shows it was scanned at dispatch but has had no update for a week.

• Option 1, you resolve it. Within a day, you refund £40 or send a replacement. You have lost the item and the money or the cost of a second item, but there is no case closed without your resolution and no defect from this order.
• Option 2, you wait. Three business days pass. The buyer asks eBay to step in. eBay sees no delivery scan and refunds the buyer £40. You have the same financial loss as option 1, plus a case closed without seller resolution on your record.

When the evidence is weak, the money is usually lost either way. The difference is whether your account also takes the hit. That is why experienced sellers resolve fast when they cannot prove delivery, and only defend requests where the evidence is clearly on their side.

How should sellers respond to each type of request?

Item not received

1. Check the tracking. If it shows delivery to the buyer's address, reply with the details and ask the buyer to check with neighbours and household members, and their safe place.
2. If tracking has stalled, contact the carrier and tell the buyer you are looking into it.
3. If you cannot show delivery, offer a refund or replacement before the deadline.

Not as described

1. Read the buyer's description and photos carefully, and compare them with your listing.
2. If the item is faulty, wrong or damaged, accept the return or offer a refund. For low value items, a refund without a return can cost less than return postage.
3. If you believe the item matches the listing, say so politely with specifics, and still offer a fair solution. Never argue in a way you would not want eBay to read.

What not to do

• Do not ask the buyer to close the request in exchange for a refund paid outside eBay. Refunds should go through the request so they are recorded.
• Do not ignore a request because you think the buyer is wrong. Reply with your evidence instead.
• Do not send threats about feedback or ask the buyer to change feedback as part of a deal. eBay treats that as feedback manipulation.
• Do not promise a refund and then wait for the deadline to pass. eBay looks at what you did, not what you said.

How sourcing choices affect your exposure

The programme makes the eBay seller answerable for every eligible purchase, whoever packed or sent it. That is consistent with eBay's drop shipping policy: dropshipping, where you fulfil orders directly from a wholesale supplier, is allowed, but listing an item and then buying it from another retailer or marketplace that ships directly to your customer is not allowed, and even when dropshipping the seller is responsible for safe delivery and the buyer's satisfaction.

In practice, any arrangement where you cannot see tracking quickly, inspect the item or receive returns makes these requests harder to answer. Choose suppliers who give you readable tracking and a returns address you control.

A checklist to stay on top of requests

• Turn on notifications for returns and requests in the eBay app.
• Check the Returns and requests area of Seller Hub every working day.
• Respond to every request well inside 3 business days, ideally the same day.
• Upload valid tracking on every order so item not received requests can be answered with facts.
• Keep listings accurate: condition, photos, specifics and what is in the box.
• Resolve quickly when you cannot prove your side; defend only with clear evidence.

For how closed cases affect your level, read our guide to eBay seller performance standards in the UK, and for tracking that eBay can read, see how to add a tracking number on eBay.