{"id":"ebay","page":"https://escalate.alexgaoth.com/#/c/ebay","html":"https://escalate.alexgaoth.com/c/ebay/","generated":"2026-10-15","company":{"id":"ebay","name":"eBay","aliases":["ebay.com","ebay money back guarantee","ebay inc"],"sector":"retail","parent":"eBay Inc.","website":"https://www.ebay.com","account_url":"https://www.ebay.com/mye/myebay/purchase","official_domains":["ebay.com"],"security":{"never_asks":[{"kind":"policy","claim":"eBay says it will never ask you to confirm your account password or personal details by email, and will never ask for your password or financial information over the phone.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake emails with the eBay logo and a false sender address, fake eBay sign-in pages, and offers to complete a sale outside eBay or with unapproved payment methods.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Overpayment schemes, often with counterfeit cashier's checks, and requests for extra shipping or other charges after a sale.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spoof-email","type":"email","label":"Forward suspicious emails that appear to come from eBay (as an attachment)","value":"spoof@ebay.com","purposes":["fraud"],"source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"eBay is a marketplace. The buyer opens a request with the seller first; eBay steps in under the eBay Money Back Guarantee if the seller does not resolve it. No general customer service phone number appears on the eBay pages checked; contact runs through Help & Contact (chat or callback after you pick a topic). Filing a card chargeback for the same transaction ends Money Back Guarantee coverage.","channels":[{"id":"help-contact","type":"portal","label":"eBay Help & Contact (pick a topic, then chat or request a call)","value":"https://www.ebay.com/help/home","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with eBay customer service","value":"https://www.ebay.com/help/start_chat","purposes":["refund_request","lost_package","damaged_item"],"access":"login","notes":"eBay asks you to pick a topic first so it can route you.","source":"https://www.ebay.com/help/start_chat","last_verified":"2026-10-12"},{"id":"item-not-received","type":"web_form","label":"Report an item that hasn't arrived","value":"https://www.ebay.com/help/action?topicid=4042","purposes":["lost_package"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"return-request","type":"web_form","label":"Start a return request (item not as described, damaged or wrong item)","value":"https://www.ebay.com/help/action?topicid=4041","purposes":["damaged_item","refund_request"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"money-back-guarantee","type":"portal","label":"eBay Money Back Guarantee policy (timelines and step-in rules)","value":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","purposes":["lost_package","damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"notice-of-dispute","type":"web_form","label":"Notice of Dispute webform (required before arbitration or small claims)","value":"https://www.ebay.com/legalhelpcenter","purposes":["refund_request","poor_service"],"notes":"The notice must include your claims, the relief you want, and your username, email and phone number. Informal resolution lasts 45 days.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"mail","label":"Arbitration opt-out notice (new users, within 30 days of first accepting)","value":"eBay Inc., Attn: Litigation Department, Re: Opt-Out Notice, 339 W. 13490 S., Ste. 500, Draper, UT 84020","notes":"Opt-out form: https://pages.ebay.com/policies/arbitrate-optout.html. You must sign and send it yourself.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-contact","note":"Open the request with the seller first."},{"rung":"supervisor","channel":"money-back-guarantee","note":"Ask eBay to step in from the request in Purchases once the seller's 3 business days have passed."},{"rung":"written_complaint","channel":"notice-of-dispute"},{"rung":"payment_dispute","note":"A chargeback ends Money Back Guarantee coverage for that transaction; use it only after eBay's process fails."},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"lost_package","summary":"Report the item as not received after the delivery date, give the seller 3 business days, then ask eBay to step in.","evidence":["order number","tracking number and history","messages with the seller"],"steps":[{"do":"After the estimated or actual delivery date passes, report the item as not received.","channel":"item-not-received"},{"do":"Wait 3 business days for the seller to send tracking, a delivery update or a refund."},{"do":"If the seller does not resolve it, ask eBay to step in from the request in Purchases. Do this before 21 business days after you reported it.","channel":"money-back-guarantee"},{"do":"If eBay decides against you, appeal within 30 calendar days of the decision.","channel":"help-contact"}],"facts":[{"kind":"deadline","claim":"You must report an item not received no later than 30 calendar days after the estimated or actual delivery date.","issues":["lost_package"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For an item not received, you can ask eBay to step in from 3 business days after your report until 21 business days after it.","issues":["lost_package"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"compensation","claim":"If eBay finds that delivery was not proven, you receive a full refund of the item and original shipping.","issues":["lost_package"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Start a return request as item not as described; the guarantee applies even if the seller does not accept returns.","evidence":["photos of the item and packaging","listing description","order number"],"steps":[{"do":"Photograph the item and packaging. Start a return request and choose the damaged, faulty or wrong-item reason.","channel":"return-request"},{"do":"Give the seller 3 business days to offer a solution. The seller generally pays return shipping for a not-as-described return."},{"do":"If the seller does not respond or refuses, ask eBay to step in from the return in Purchases.","channel":"money-back-guarantee"},{"do":"Ship the return with tracking. The seller must refund within 2 business days of receiving it unless the return details give more time."}],"facts":[{"kind":"deadline","claim":"An item-not-as-described request must be opened no later than 30 calendar days after the estimated or actual delivery date, or within the seller's return window if that is longer.","issues":["damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For item not as described, you can ask eBay to step in once the seller accepts the return or 3 business days after your request; the latest point is 21 business days after the request if the seller never responded.","issues":["damaged_item"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"limit","claim":"Trading cards, coins, bullion and paper money have a shorter not-as-described window of 3 calendar days if the seller does not offer returns.","issues":["damaged_item"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Use the seller's return policy or the Money Back Guarantee; eBay can step in if the seller does not refund.","evidence":["order number","return tracking number","seller's return policy from the listing"],"steps":[{"do":"Start a return request within the seller's return window (change of mind) or the guarantee window (not as described).","channel":"return-request"},{"do":"If the seller does not refund within 2 business days of receiving the return, ask eBay to step in. For a late refund, the limit is 10 business days after the refund deadline.","channel":"money-back-guarantee"},{"do":"If eBay still does not pay, send a Notice of Dispute through the legal help center.","channel":"notice-of-dispute"}],"facts":[{"kind":"policy","claim":"Payments made partly outside eBay checkout (bank transfer, cash, money orders, escrow) are not covered by the eBay Money Back Guarantee.","issues":["refund_request","lost_package","damaged_item"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"policy","claim":"Filing a chargeback or another buyer protection claim for the same transaction can end your Money Back Guarantee coverage.","issues":["refund_request","lost_package","damaged_item","unauthorized_charge"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may appeal an eBay Money Back Guarantee decision within 30 calendar days of the decision.","issues":["refund_request","lost_package","damaged_item"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Before arbitration or small claims, the user agreement requires a Notice of Dispute through eBay's webform and a 45-day informal resolution process; filing deadlines pause during it.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A new user can opt out of arbitration by a signed written notice postmarked no later than 30 days after first accepting the user agreement.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}],"known_blockers":["eBay shows a bot verification page on most help URLs; requests, step-in and appeals need the buyer's sign-in.","No general eBay phone number was found; callback and chat options appear only after you choose a topic in Help & Contact."]},"playbooks":{"lost_package":{"company":{"id":"ebay","name":"eBay","sector":"retail","website":"https://www.ebay.com","account_url":"https://www.ebay.com/mye/myebay/purchase"},"issue":{"id":"lost_package","name":"Lost package"},"playbook_source":"company","summary":"Report the item as not received after the delivery date, give the seller 3 business days, then ask eBay to step in.","evidence":["order number","tracking number and history","messages with the seller"],"steps":[{"do":"After the estimated or actual delivery date passes, report the item as not received.","channel":{"id":"item-not-received","type":"web_form","label":"Report an item that hasn't arrived","value":"https://www.ebay.com/help/action?topicid=4042","purposes":["lost_package"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}},{"do":"Wait 3 business days for the seller to send tracking, a delivery update or a refund."},{"do":"If the seller does not resolve it, ask eBay to step in from the request in Purchases. Do this before 21 business days after you reported it.","channel":{"id":"money-back-guarantee","type":"portal","label":"eBay Money Back Guarantee policy (timelines and step-in rules)","value":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","purposes":["lost_package","damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}},{"do":"If eBay decides against you, appeal within 30 calendar days of the decision.","channel":{"id":"help-contact","type":"portal","label":"eBay Help & Contact (pick a topic, then chat or request a call)","value":"https://www.ebay.com/help/home","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}}],"channels":[{"id":"help-contact","type":"portal","label":"eBay Help & Contact (pick a topic, then chat or request a call)","value":"https://www.ebay.com/help/home","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with eBay customer service","value":"https://www.ebay.com/help/start_chat","purposes":["refund_request","lost_package","damaged_item"],"access":"login","notes":"eBay asks you to pick a topic first so it can route you.","source":"https://www.ebay.com/help/start_chat","last_verified":"2026-10-12"},{"id":"item-not-received","type":"web_form","label":"Report an item that hasn't arrived","value":"https://www.ebay.com/help/action?topicid=4042","purposes":["lost_package"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"money-back-guarantee","type":"portal","label":"eBay Money Back Guarantee policy (timelines and step-in rules)","value":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","purposes":["lost_package","damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"mail","label":"Arbitration opt-out notice (new users, within 30 days of first accepting)","value":"eBay Inc., Attn: Litigation Department, Re: Opt-Out Notice, 339 W. 13490 S., Ste. 500, Draper, UT 84020","notes":"Opt-out form: https://pages.ebay.com/policies/arbitrate-optout.html. You must sign and send it yourself.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"You must report an item not received no later than 30 calendar days after the estimated or actual delivery date.","issues":["lost_package"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For an item not received, you can ask eBay to step in from 3 business days after your report until 21 business days after it.","issues":["lost_package"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"compensation","claim":"If eBay finds that delivery was not proven, you receive a full refund of the item and original shipping.","issues":["lost_package"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration or small claims, the user agreement requires a Notice of Dispute through eBay's webform and a 45-day informal resolution process; filing deadlines pause during it.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A new user can opt out of arbitration by a signed written notice postmarked no later than 30 days after first accepting the user agreement.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Open the request with the seller first.","channel":{"id":"help-contact","type":"portal","label":"eBay Help & Contact (pick a topic, then chat or request a call)","value":"https://www.ebay.com/help/home","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask eBay to step in from the request in Purchases once the seller's 3 business days have passed.","channel":{"id":"money-back-guarantee","type":"portal","label":"eBay Money Back Guarantee policy (timelines and step-in rules)","value":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","purposes":["lost_package","damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"notice-of-dispute","type":"web_form","label":"Notice of Dispute webform (required before arbitration or small claims)","value":"https://www.ebay.com/legalhelpcenter","purposes":["refund_request","poor_service"],"notes":"The notice must include your claims, the relief you want, and your username, email and phone number. Informal resolution lasts 45 days.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"A chargeback ends Money Back Guarantee coverage for that transaction; use it only after eBay's process fails.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["eBay shows a bot verification page on most help URLs; requests, step-in and appeals need the buyer's sign-in.","No general eBay phone number was found; callback and chat options appear only after you choose a topic in Help & Contact."],"security":{"official_domains":["ebay.com"],"never_asks":[{"kind":"policy","claim":"eBay says it will never ask you to confirm your account password or personal details by email, and will never ask for your password or financial information over the phone.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake emails with the eBay logo and a false sender address, fake eBay sign-in pages, and offers to complete a sale outside eBay or with unapproved payment methods.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Overpayment schemes, often with counterfeit cashier's checks, and requests for extra shipping or other charges after a sale.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spoof-email","type":"email","label":"Forward suspicious emails that appear to come from eBay (as an attachment)","value":"spoof@ebay.com","purposes":["fraud"],"source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.974,"sources":{"primary":37,"other":1},"verified_from":{"page":22},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 38 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"eBay is a marketplace. The buyer opens a request with the seller first; eBay steps in under the eBay Money Back Guarantee if the seller does not resolve it. No general customer service phone number appears on the eBay pages checked; contact runs through Help & Contact (chat or callback after you pick a topic). Filing a card chargeback for the same transaction ends Money Back Guarantee coverage.","warnings":[]},"damaged_item":{"company":{"id":"ebay","name":"eBay","sector":"retail","website":"https://www.ebay.com","account_url":"https://www.ebay.com/mye/myebay/purchase"},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Start a return request as item not as described; the guarantee applies even if the seller does not accept returns.","evidence":["photos of the item and packaging","listing description","order number"],"steps":[{"do":"Photograph the item and packaging. Start a return request and choose the damaged, faulty or wrong-item reason.","channel":{"id":"return-request","type":"web_form","label":"Start a return request (item not as described, damaged or wrong item)","value":"https://www.ebay.com/help/action?topicid=4041","purposes":["damaged_item","refund_request"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}},{"do":"Give the seller 3 business days to offer a solution. The seller generally pays return shipping for a not-as-described return."},{"do":"If the seller does not respond or refuses, ask eBay to step in from the return in Purchases.","channel":{"id":"money-back-guarantee","type":"portal","label":"eBay Money Back Guarantee policy (timelines and step-in rules)","value":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","purposes":["lost_package","damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}},{"do":"Ship the return with tracking. The seller must refund within 2 business days of receiving it unless the return details give more time."}],"channels":[{"id":"help-contact","type":"portal","label":"eBay Help & Contact (pick a topic, then chat or request a call)","value":"https://www.ebay.com/help/home","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with eBay customer service","value":"https://www.ebay.com/help/start_chat","purposes":["refund_request","lost_package","damaged_item"],"access":"login","notes":"eBay asks you to pick a topic first so it can route you.","source":"https://www.ebay.com/help/start_chat","last_verified":"2026-10-12"},{"id":"return-request","type":"web_form","label":"Start a return request (item not as described, damaged or wrong item)","value":"https://www.ebay.com/help/action?topicid=4041","purposes":["damaged_item","refund_request"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"money-back-guarantee","type":"portal","label":"eBay Money Back Guarantee policy (timelines and step-in rules)","value":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","purposes":["lost_package","damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"mail","label":"Arbitration opt-out notice (new users, within 30 days of first accepting)","value":"eBay Inc., Attn: Litigation Department, Re: Opt-Out Notice, 339 W. 13490 S., Ste. 500, Draper, UT 84020","notes":"Opt-out form: https://pages.ebay.com/policies/arbitrate-optout.html. You must sign and send it yourself.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"An item-not-as-described request must be opened no later than 30 calendar days after the estimated or actual delivery date, or within the seller's return window if that is longer.","issues":["damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For item not as described, you can ask eBay to step in once the seller accepts the return or 3 business days after your request; the latest point is 21 business days after the request if the seller never responded.","issues":["damaged_item"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"limit","claim":"Trading cards, coins, bullion and paper money have a shorter not-as-described window of 3 calendar days if the seller does not offer returns.","issues":["damaged_item"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration or small claims, the user agreement requires a Notice of Dispute through eBay's webform and a 45-day informal resolution process; filing deadlines pause during it.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A new user can opt out of arbitration by a signed written notice postmarked no later than 30 days after first accepting the user agreement.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.","source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"Under a \"full\" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Open the request with the seller first.","channel":{"id":"help-contact","type":"portal","label":"eBay Help & Contact (pick a topic, then chat or request a call)","value":"https://www.ebay.com/help/home","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask eBay to step in from the request in Purchases once the seller's 3 business days have passed.","channel":{"id":"money-back-guarantee","type":"portal","label":"eBay Money Back Guarantee policy (timelines and step-in rules)","value":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","purposes":["lost_package","damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"notice-of-dispute","type":"web_form","label":"Notice of Dispute webform (required before arbitration or small claims)","value":"https://www.ebay.com/legalhelpcenter","purposes":["refund_request","poor_service"],"notes":"The notice must include your claims, the relief you want, and your username, email and phone number. Informal resolution lasts 45 days.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"A chargeback ends Money Back Guarantee coverage for that transaction; use it only after eBay's process fails.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["eBay shows a bot verification page on most help URLs; requests, step-in and appeals need the buyer's sign-in.","No general eBay phone number was found; callback and chat options appear only after you choose a topic in Help & Contact."],"security":{"official_domains":["ebay.com"],"never_asks":[{"kind":"policy","claim":"eBay says it will never ask you to confirm your account password or personal details by email, and will never ask for your password or financial information over the phone.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake emails with the eBay logo and a false sender address, fake eBay sign-in pages, and offers to complete a sale outside eBay or with unapproved payment methods.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Overpayment schemes, often with counterfeit cashier's checks, and requests for extra shipping or other charges after a sale.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spoof-email","type":"email","label":"Forward suspicious emails that appear to come from eBay (as an attachment)","value":"spoof@ebay.com","purposes":["fraud"],"source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.974,"sources":{"primary":37,"other":1},"verified_from":{"page":22},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 38 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"eBay is a marketplace. The buyer opens a request with the seller first; eBay steps in under the eBay Money Back Guarantee if the seller does not resolve it. No general customer service phone number appears on the eBay pages checked; contact runs through Help & Contact (chat or callback after you pick a topic). 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For a late refund, the limit is 10 business days after the refund deadline.","channel":{"id":"money-back-guarantee","type":"portal","label":"eBay Money Back Guarantee policy (timelines and step-in rules)","value":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","purposes":["lost_package","damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}},{"do":"If eBay still does not pay, send a Notice of Dispute through the legal help center.","channel":{"id":"notice-of-dispute","type":"web_form","label":"Notice of Dispute webform (required before arbitration or small claims)","value":"https://www.ebay.com/legalhelpcenter","purposes":["refund_request","poor_service"],"notes":"The notice must include your claims, the relief you want, and your username, email and phone number. Informal resolution lasts 45 days.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}}],"channels":[{"id":"help-contact","type":"portal","label":"eBay Help & Contact (pick a topic, then chat or request a call)","value":"https://www.ebay.com/help/home","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with eBay customer service","value":"https://www.ebay.com/help/start_chat","purposes":["refund_request","lost_package","damaged_item"],"access":"login","notes":"eBay asks you to pick a topic first so it can route you.","source":"https://www.ebay.com/help/start_chat","last_verified":"2026-10-12"},{"id":"return-request","type":"web_form","label":"Start a return request (item not as described, damaged or wrong item)","value":"https://www.ebay.com/help/action?topicid=4041","purposes":["damaged_item","refund_request"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"money-back-guarantee","type":"portal","label":"eBay Money Back Guarantee policy (timelines and step-in rules)","value":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","purposes":["lost_package","damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"notice-of-dispute","type":"web_form","label":"Notice of Dispute webform (required before arbitration or small claims)","value":"https://www.ebay.com/legalhelpcenter","purposes":["refund_request","poor_service"],"notes":"The notice must include your claims, the relief you want, and your username, email and phone number. 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You must sign and send it yourself.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Payments made partly outside eBay checkout (bank transfer, cash, money orders, escrow) are not covered by the eBay Money Back Guarantee.","issues":["refund_request","lost_package","damaged_item"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"policy","claim":"Filing a chargeback or another buyer protection claim for the same transaction can end your Money Back Guarantee coverage.","issues":["refund_request","lost_package","damaged_item","unauthorized_charge"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may appeal an eBay Money Back Guarantee decision within 30 calendar days of the decision.","issues":["refund_request","lost_package","damaged_item"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration or small claims, the user agreement requires a Notice of Dispute through eBay's webform and a 45-day informal resolution process; filing deadlines pause during it.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A new user can opt out of arbitration by a signed written notice postmarked no later than 30 days after first accepting the user agreement.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Open the request with the seller first.","channel":{"id":"help-contact","type":"portal","label":"eBay Help & Contact (pick a topic, then chat or request a call)","value":"https://www.ebay.com/help/home","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask eBay to step in from the request in Purchases once the seller's 3 business days have passed.","channel":{"id":"money-back-guarantee","type":"portal","label":"eBay Money Back Guarantee policy (timelines and step-in rules)","value":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","purposes":["lost_package","damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"notice-of-dispute","type":"web_form","label":"Notice of Dispute webform (required before arbitration or small claims)","value":"https://www.ebay.com/legalhelpcenter","purposes":["refund_request","poor_service"],"notes":"The notice must include your claims, the relief you want, and your username, email and phone number. Informal resolution lasts 45 days.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"A chargeback ends Money Back Guarantee coverage for that transaction; use it only after eBay's process fails.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. 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It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["eBay shows a bot verification page on most help URLs; requests, step-in and appeals need the buyer's sign-in.","No general eBay phone number was found; callback and chat options appear only after you choose a topic in Help & Contact."],"security":{"official_domains":["ebay.com"],"never_asks":[{"kind":"policy","claim":"eBay says it will never ask you to confirm your account password or personal details by email, and will never ask for your password or financial information over the phone.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake emails with the eBay logo and a false sender address, fake eBay sign-in pages, and offers to complete a sale outside eBay or with unapproved payment methods.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Overpayment schemes, often with counterfeit cashier's checks, and requests for extra shipping or other charges after a sale.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spoof-email","type":"email","label":"Forward suspicious emails that appear to come from eBay (as an attachment)","value":"spoof@ebay.com","purposes":["fraud"],"source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.974,"sources":{"primary":37,"other":1},"verified_from":{"page":22},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 38 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"eBay is a marketplace. The buyer opens a request with the seller first; eBay steps in under the eBay Money Back Guarantee if the seller does not resolve it. No general customer service phone number appears on the eBay pages checked; contact runs through Help & Contact (chat or callback after you pick a topic). Filing a card chargeback for the same transaction ends Money Back Guarantee coverage.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"Open the request with the seller first.","channel":{"id":"help-contact","type":"portal","label":"eBay Help & Contact (pick a topic, then chat or request a call)","value":"https://www.ebay.com/help/home","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask eBay to step in from the request in Purchases once the seller's 3 business days have passed.","channel":{"id":"money-back-guarantee","type":"portal","label":"eBay Money Back Guarantee policy (timelines and step-in rules)","value":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","purposes":["lost_package","damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"notice-of-dispute","type":"web_form","label":"Notice of Dispute webform (required before arbitration or small claims)","value":"https://www.ebay.com/legalhelpcenter","purposes":["refund_request","poor_service"],"notes":"The notice must include your claims, the relief you want, and your username, email and phone number. Informal resolution lasts 45 days.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"A chargeback ends Money Back Guarantee coverage for that transaction; use it only after eBay's process fails.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"security":{"official_domains":["ebay.com"],"never_asks":[{"kind":"policy","claim":"eBay says it will never ask you to confirm your account password or personal details by email, and will never ask for your password or financial information over the phone.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake emails with the eBay logo and a false sender address, fake eBay sign-in pages, and offers to complete a sale outside eBay or with unapproved payment methods.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Overpayment schemes, often with counterfeit cashier's checks, and requests for extra shipping or other charges after a sale.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spoof-email","type":"email","label":"Forward suspicious emails that appear to come from eBay (as an attachment)","value":"spoof@ebay.com","purposes":["fraud"],"source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.974,"sources":{"primary":37,"other":1},"verified_from":{"page":22},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 38 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"eBay — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/ebay.md","markdown":"## In short\n\nOn eBay you open a request with the seller first, wait 3 business days, then ask eBay to step in under the Money Back Guarantee. Keep everything inside eBay checkout and messages: payments outside eBay are not covered, and a card chargeback for the same order can end your guarantee coverage. Use the chargeback only after eBay's own process fails. eBay never asks for your password or financial details by email or phone; forward fakes to spoof@ebay.com.\n\n## How complaints actually go\n\n- Report an item not received no later than 30 calendar days after the estimated or actual delivery date. You can ask eBay to step in from 3 business days after the report until 21 business days after it. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- For an item not as described, open the request within 30 calendar days of delivery (or within a longer seller return window). eBay can step in once the seller accepts the return or 3 business days after your request. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- You may appeal an eBay decision within 30 calendar days of the decision. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- eBay publishes no general phone number on the pages checked; chat or a callback appears after you pick a topic in Help & Contact, and you must be signed in. [eBay: start chat](https://www.ebay.com/help/start_chat)\n- Before arbitration or small claims, the User Agreement requires a Notice of Dispute through eBay's webform and a 45-day informal resolution period; filing deadlines pause during it. [eBay User Agreement](https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259)\n\n## What tends to work\n\n- Ask eBay to step in from the request in Purchases as soon as the seller's 3 business days pass; if eBay finds delivery was not proven, it refunds the item and original shipping. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- For a not-as-described return, the guarantee applies even if the seller does not accept returns; photograph the item and packaging before you open the request. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n\n## Traps and fine print\n\n- Payments made partly outside eBay checkout (bank transfer, cash, money orders, escrow) are not covered by the Money Back Guarantee. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- Filing a chargeback or another buyer protection claim for the same transaction can end Money Back Guarantee coverage. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- Trading cards, coins, bullion and paper money have only 3 calendar days for a not-as-described request when the seller does not offer returns. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- A new user can opt out of arbitration only by a signed written notice postmarked within 30 days of first accepting the User Agreement. [eBay User Agreement](https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259)\n\n## By the numbers\n\n- ACSI 2026 (interviews through December 2025): eBay scored 78 out of 100, down from 81; the online retail industry average was 79. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n\n## Scams that target customers\n\n- eBay says it will never ask you to confirm your account password or personal details by email, and never asks for your password or financial information over the phone. [eBay Security Center](https://pages.ebay.com/securitycenter/stay_safe.html)\n- Fake emails with the eBay logo and a false sender address, fake eBay sign-in pages, and offers to pay outside eBay or with unapproved payment methods. [eBay Security Center](https://pages.ebay.com/securitycenter/stay_safe.html)\n- Overpayment schemes with counterfeit cashier's checks, and requests for extra shipping or other charges after a sale. [eBay Security Center](https://pages.ebay.com/securitycenter/stay_safe.html)\n- Forward emails that appear to come from eBay, as an attachment, to spoof@ebay.com. [eBay Security Center](https://pages.ebay.com/securitycenter/stay_safe.html)\n"},"guide":{"key":"retail","title":"Retail and online shopping — how complaints work","last_verified":"2026-10-12","file":"guides/retail.md","page":"https://escalate.alexgaoth.com/#/guides/retail"}}