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Resolution Center & Unpaid Item

If you ever have a problem with a sale, eBay is here with resolution guidelines, programs, and services to help you get the best outcome possible.

Note: Unpaid item cases are handled differently from other Resolution Center cases. Use the unpaid item process if you're a seller whose buyer hasn't paid, or if you're a buyer who's been notified of an unpaid item case.

If you have a problem regarding Feedback or identity theft, use the Contact Us links in Help instead of the Resolution Center.

Important message for sellers:

eBay is introducing an updated and expanded Buyer Protection for when buyers claim an item was not received or the item they received was different than described in the listing.

Please go to our Resolution Hub to learn more about the protection programe, and also check out our Resolution Tutorial for a step-by-step guide on how to handle transacton disputes.

Resolution Center

As a seller, the Resolution Center will help you when:

  • You want to cancel the transaction.
  • You sold an item but haven't received payment. Use the unpaid item process if a buyer doesn't pay.

* Resolution Center on eBay US
* Resolution Center on eBay UK
* Resolution Center on eBay Australia
* Resolution Center on eBay Germany

Unpaid Item Process

If you don't receive payment for an item you've sold, we're here to help with guidelines and tools for resolution. If you haven't received payment after a certain number of days*, here's what to do.

1. Talk to the buyer
2. Work it out in our Resolution Center
3. eBay contacts the buyer to request payment
4. Close the case
5. Tips for avoiding unpaid items

1. Talk to the buyer

Most problems can be resolved by communicating directly with your buyer. If a couple of days have passed since a buyer won your item, and you still haven't been paid, contact your buyer and find out whether he or she plans to pay or has attempted to pay for the item. If the buyer has attempted to pay, try tracing the payment through PayPal or the buyer's other payment method. Here are some tips for communicating with your buyer.

 

2. Work it out in our Resolution Center

If you can't work things out directly with the buyer, you can open an unpaid item case in the Resolution Center.

Timing is important
Be aware of the timing for resolving your case*, because there are windows for when you can open and close the case and be credited for certain fees.

*The timeline is different from one Bay site to another:

If your item is sold on eBay.com (eBay US):

  • You can open an unpaid item case in the Resolution Center as early as 4 days after the sale and up until 32 days after the sale if you don't receive payment from the buyer.
  • The buyer has up to 4 days to send payment after the case is opened. During this time the buyer can also contact you to request a payment extension or another arrangement. Of course you can agree to the buyer's request, but you're not obligated to make special arrangements.
  • You need to close the case within 36 days of the sale date.
    1. On the 37th day after the item has ended, if you haven't closed the case, eBay automatically closes it and you do not receive a final value fee credit. Your trading partner won't automatically receive an unpaid item on their account.
  • Once the case is closed by you or eBay, you can't reopen it.

Opening a case
Timeline: 4 to 32 days after the sale

If your item is sold on eBay.co.uk (eBay UK) or eBay.com.au (eBay Australia):

  • You can open an unpaid item case in the Resolution Center 7 - 45 days after the sale if you don't receive payment from the buyer.
  • The buyer has up to 7 days to respond to your case.
  • You need to close your case within 60 days from the time of the transaction.
    1. You're credited the Final Value Fee and your trading partner is reported to our Trust and Safety team.
    2. On the 61st day after the end of the transaction, if you haven't closed your case, eBay automatically closes it and you are not credited the Final Value fee. Your trading partner isn't automatically reported to our Trust and Safety team.
    3. Once your case is closed by you or eBay, you can't reopen the case.

Opening your case
Timeline: 7 - 45 days after the sale or immediately if the buyer is no longer registered with eBay.

If your item is sold on eBay.de (eBay Germany):

  • You can open an unpaid item case in the Resolution Center up to 45 days after the sale if you don't receive payment from the buyer.
  • The buyer has up to 7 days to send payment after the case is opened. During this time the buyer can also contact you to request a payment extension or another arrangement. Of course you can agree to the buyer's request, but you're not obligated to make special arrangements.

How You Can Work it Out

You need to open the case at the same eBay country site as where you sold the item.

  • Go to the Resolution Center or click the Resolution Center link at the bottom of most eBay pages.
  • Select I haven't received my payment yet, and then click Continue.
  •  

3. eBay contacts the buyer to request payment

Timeline:

  • We contact the buyer immediately after you open the case.
  • The buyer has 4 to 7 days (depending on the site where the transaction occurred) from the time you opened the case to pay.

If the buyer doesn't pay within the specified timeline, you can close the case and an unpaid item may be recorded on the buyer's account. If the buyer has contacted you and you've agreed to extend the payment deadline, you can wait up to 36 days after the item ended to close the case.

 

4. Close the case

Timeline: As soon as 4 days and up to 36 days from the date of purchase.

  • If you close the case or the case expires (37 days after it is opened) you won't be able to reopen it or open another case for this purchase.
  • When a case is closed automatically, the buyer won't automatically receive an unpaid item recorded on their account.
  • You can close the case if the buyer doesn't send payment within 4 days.

To close the case:

  • Log into the Resolution Center and find the case.
  • Under Have you received payment from the buyer? select Yes or No.
  • Click Close case.
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5. Avoiding unpaid items

Our research has shown that following a few simple tips can significantly reduce the rate of unpaid item claims.

  • Make it easy for your buyers to pay by offering PayPal.
  • Include detailed shipping and handling information in the item description as well as in the shipping section.
  • Use eBay's checkout feature to make it simple for buyers to pay you.
  • Require immediate payment for listings with a Buy It Now price.