How to Ask eBay to Step in

Co-authored by wikiHow Staff

Last Updated: August 10, 2021 References

While purchasing goods from reputable sellers on eBay usually goes smoothly, there is a chance that an order or item could be messed up. Luckily, because of their money back guarantee, eBay can often resolve your issue and give you a refund. If you try to contact a seller about an undelivered or defective product and they are uncooperative or unresponsive, you may need eBay to step in. After you attempt to contact the seller, you can take the proper steps online or by phone to have eBay resolve your issue.

Method 1

Method 1 of 4:

Using the Automated System

1
Hover over "My eBay" and click on the "Purchase History" link. Once you get to your purchase history, scroll through the items you've bought and locate the order that you want to contact eBay about.^{[1]
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Click "More Options" link on the right side of the page. Click the "More Options" link with the downward arrow on the right side of your item. This will bring up a drop-down screen with a variety of options.

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3
Select "Ask eBay to step in" from the drop-down menu. You'll then be brought to a page where you can fill out additional details about your issue with the seller.^{[2]
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- According to eBay's policy, you must reach out to the seller before requesting a refund. If you don't see this option, it's because you need to try to contact the seller first.
4
Wait 48 hours for a response. eBay will take up to two full business days to respond to your request. After reviewing your case and the item that you purchased, eBay will either give you a refund for the item, or give you more details about your purchase and additional steps to follow.^{[3]
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Method 2

Method 2 of 4:

Contacting eBay in Other Ways

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Call them. You can also open up a ticket or talk about a current case with a representative by dialing 866-540-3229. Once you reach the number, select the appropriate prompts to be directed to the correct department.^{[4]
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- It will be helpful to have the order number and details about the order on hand when calling them.
- eBay representatives are available Monday through Sunday from 5:00 a.m. to 10:00 p.m. PT.
2
Open up a ticket directly in their resolution center. Go to http://res.ebay.com/ws/eBayISAPI.dll?ResolutionCenter and directly input the issue you're having with the buyer there. After you click "Continue," you'll be prompted to login and will be able to open an official refund request for your item.
3
Contact eBay through social media. If you are having issues getting in contact with eBay and there is an issue with your ticket, you can contact them through social media. Visit https://www.facebook.com/eBay/ or https://twitter.com/askebay and send them a message.^{[5]
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Method 3

Method 3 of 4:

Checking to See if eBay Needs to Step In

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Find the estimated delivery date on the package. Hover over "My eBay" on the top right corner of the home page. This will bring up a drop-down menu. Select "Purchase History." Find the item that you are waiting for and look at the right of the item. It should have the estimated delivery date as well as a tracking number, if one was provided.^{[6]
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- If you haven't received your item by the estimated delivery date, you should contact the seller first to get more details.
2
Track your package. If you were given a tracking number, you can track your item and see when it should arrive at your house. If you notice the package going to the wrong address, you can contact the seller before asking eBay to step in.^{[7]
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- Sometimes sellers will be able to redirect the package to the correct address.
- You can also find the shipping status on your purchase by using the item's tracking number.
3
Examine the item when you receive it. If you receive your item and it's different than what was advertised or broken in any way, you can also ask eBay to step in. When you first get your item, make sure to examine it carefully to ensure that it's what you want. ^{[8]
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- You must reach out to the seller first before asking for eBay to step in.
4
Make sure that you make any refund requests within 30 days after delivery. eBay's money back guarantee is only valid 30 days after receiving an item. Make sure that you contact eBay within this 30-day window, or they may not be able to help you.^{[9]
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Method 4

Method 4 of 4:

Contacting the Seller

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Find the item in your purchase history. Hover over "My eBay" in the top right corner and click "Purchase History." Find the item in question and then find the link on the right that says "More Actions." From here, you can select "Contact Seller" to go to the seller feedback page.^{[10]
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Select the second option if you never received your item. If you've waited but never received your item, you should select the second option, "I didn't receive my item." Doing this will bring up the estimated delivery date, as well as a link to request a refund.
3
Click the "request a refund or more information" link. Clicking this link will bring up a page where you can request a monetary refund or request to get your item. Select the option that you would prefer and click "Send Request" to open up an official request.^{[11]
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- You can also access this page under the "More Options" link on the righthand side of the page.
4
Write your message to the seller. Explain why you want a refund to your seller in the message. Sometimes, a seller can make a mistake, or there may be a breakdown in communication. In many cases, a vendor will try to remedy the problem before you have to request eBay to step in.
5
Select the first option to ask a question to the seller. To contact the vendor, choose the option that reads "I have a question about using my item or I want to send the seller a message." From there, click the blue rectangular button on the bottom left of the page that says "Contact the Seller." This will bring you to the next page where you can fill out a message and open up a request to the seller.^{[12]
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Wait three business days after contacting the seller. Try to resolve the issue with the seller in the upcoming business days. If your issue still isn't resolved, or the seller is not responding, you can now ask eBay to step in.^{[13]
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Community Q&A

Question

What do I do if I bought an item from eBay and it was broken when I received it?

Runforit

Community Answer

Contact the seller and see if you can resolve the problem. If not,then send a request case for return. After 3 days, if the matter has not been resolved, you can ask eBay to step in.