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Resolving buying problems

Find out what to look for before you bid or buy, and how to avoid common mistakes.

Solve a problem

To request a seller’s phone number, click the Advanced Search link at the top right of any eBay page. Once you’re on the search page click the Find Contact Information link on the left side, under the Members section, and follow the instructions.
It may be just a simple misunderstanding. Email your trading partner. If that doesn’t work, request their contact information and try to call them. You can also use these tips to try to work things out.
If you haven’t placed a bid yet, use the Ask a question link in the listing. If you’ve already won or bought the item, email or call the seller and ask if a different payment method can be worked out.
If your item hasn't arrived, or is significantly different from its description, first contact the seller. Find out what else you can do to resolve the issue.
If you buy an item and the seller doesn't receive payment within 4 days, eBay may open an unpaid item case. If you don’t respond within 4 days after the case is opened, the unpaid item may be recorded on your account.

Help topics


Safe trading tips for buyers
Before you bid or buy, read these recommendations.

Knowing your seller
Get to know your seller and avoid problems later.

Choosing items confidently
These tips will help make your decision to buy easier.

Contacting eBay members
Trying to get in touch with someone? Find out how.

Communicating with your trading partner
Sometimes misunderstandings happen. These tips will help you work things out.

Protecting yourself as a buyer

Protect your purchase
Learn about how you can help protect your purchase in case of a problem.

PayPal Buyer Protection
PayPal offers buyers a protection program for eligible transactions. Find out if you qualify.

What to do if you don't receive an item or it's not as described
Learn what to do if you paid for but didn’t receive an item, or if the item is different from its description.

eBay's role when you need to resolve a problem
Find out what we can do if you have a problem with a transaction on eBay.

Beyond the basics

Limits on eBay sellers
We’re committed to reducing fraud and negative buying experiences.

Resolving transaction problems in the Resolution Centre
If you have a problem with a transaction, contact your trading partner. If that doesn’t work, you can work it out in our Resolution Centre.

Appealing unpaid items
Find out how to appeal an unpaid item recorded on your account.


Contact us

Have a question? We can help.

 Contact us

Ask eBay members

Get help from other eBay members. Visit the Answer Centre to post a question.

Rules & policies