---
company: ebay
title: eBay — how complaints actually go
last_verified: 2026-10-12
---

## In short

On 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.

## How complaints actually go

- 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)
- 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)
- 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)
- 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)
- 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)

## What tends to work

- 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)
- 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)

## Traps and fine print

- 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)
- 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)
- 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)
- 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)

## By the numbers

- 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)

## Scams that target customers

- 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)
- 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)
- 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)
- 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)