What to do when a buyer doesn't pay (unpaid item process)
If you don't receive payment for an item you've sold, we're here to help.
If the buyer is no longer registered on eBay, you can open a case right away in the Resolution Centre. Under I sold an item, select I haven't received my payment yet.
If the buyer is still registered, please give the buyer 4 days to pay. If you still haven't received payment after a reasonable amount of time, here's what you can do next:
||Talk to the buyer|
||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 Centre
To open an unpaid item case:
Select I haven't received my payment yet, and then click the Continue button.
Your other option is to use Unpaid Item Assistant—a feature that automatically opens and closes cases on your behalf. This can save you time if you sell a lot of items. Find out about using Unpaid Item Assistant
Timing is important
There is a limited time when you can open and close a case and be credited for certain fees.
If you don't receive payment, you can open an unpaid item case in the Resolution Center as early as 4 days or up until 32 days after the listing ended (or immediately if the buyer is no longer registered on eBay).
Note: This means you have to wait at least 4 full days before you can open a case, unless the buyer is no longer registered. For example, if the listing ended on October 5 at 11:15 am, you can't open the case until at least October 9 at 11:15 am.
The buyer has up to 4 days to send a payment after the case is opened. During this time the buyer can also contact you to request a payment extension or make another arrangement. Of course you can agree to the buyer's request, but you're not obligated to make special arrangements.
If the buyer pays using one of eBay's approved electronic payment methods (PayPal, credit card, ProPay, Moneybookers, or Paymate), then we close the case automatically. If they use another payment method, you need to go to My eBay and mark the item as paid.
If the buyer doesn't pay, you need to manually close the case in the Resolution Center within 36 days after the listing ended. If you haven't closed the case on the 37th day after the listing ended, eBay automatically closes it and you don't receive a final value fee credit. Also, an unpaid item won't be recorded on the buyer's account.
Once the case is closed by you or eBay, you can't reopen it.
||Close the case|
There are 2 situations when you need to manually close a case:
The buyer didn't pay and you've waited at least 4 days.
The buyer paid but didn't use an approved electronic payment method.
Note: You need to wait 4 full days before you can close a case. For example, if you opened a case at 11:15 am on October 5, you have to wait until at least 11:15 am on October 9 before you can close the case.
To close a case:
Answer the question Have you received payment from the buyer?
When you close the case, we're automatically notified. We may take action against the buyer, including recording the unpaid item on the buyer's account. If a buyer has a history of unpaid items, it can lead to limits or loss of buying privileges.
However, buyers can appeal an unpaid item.
If your problem isn't resolved
If you didn't receive payment from the buyer, you may be credited for the final value fee. If you want a refund, and you don't owe fees to eBay, you can request a refund of your credit.
You can also:
If you suspect fraud, report the buyer
If you think your buyer bought or tried to buy an item fraudulently, read our information about fraudulent payments, and then report the buyer. We don't provide mediation, collect payment, or force a member to complete a transaction. We will, however, review reports of attempts to purchase items using fraudulent funds and take appropriate action in accordance with our policies.
You can also:
Contact law enforcement in your area, as well as the buyer's area. We'll cooperate with any investigation after you've closed a case in the Resolution Center.
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