eBay Buyer Protection: How the Money Back Guarantee Works
eBay buyer protection is called the eBay Money Back Guarantee. Here is what it covers, how to use it, and the gap it leaves: whether the item was stolen. For the step-by-step theft check on an eBay listing, see how to check if an eBay item is stolen.
2 free checks · No credit card · Updated October 7, 2026
Quick answer
How does eBay buyer protection work?
eBay's Money Back Guarantee covers most items bought and paid for through eBay checkout when the item doesn't arrive, arrives damaged or faulty, or doesn't match the listing. You open a request from your Purchase history within 30 days of the latest estimated delivery date; if the seller doesn't fix it within 3 business days, you can ask eBay to step in. It doesn't cover payments made outside eBay, and it won't tell you whether an item is stolen, so check the serial number on SafeOrStolen (safeorstolen.com/guides/ebay-buyer-protection) before you buy.
What the Money Back Guarantee covers, and what it doesn't
| Situation | Covered? |
|---|---|
| Item never arrived | Yes, if you paid through eBay checkout and open a request in time |
| Item arrived damaged, broken or not working | Yes, as "not as described" |
| Wrong item, wrong model, or a fake of a branded item | Yes, as "not as described" |
| You paid by bank transfer, Zelle, a payment app or cash outside eBay | No |
| You changed your mind | Only if the seller accepts returns |
| Cars, trucks and motorcycles | Not under the standard guarantee. eBay has a separate Vehicle Purchase Protection program with its own rules |
| The item later turns out to be stolen | Not one of the listed problems. Report it to police and contact eBay; don't count on an automatic refund |
How to open a request
- Go to My eBay > Purchase history and find the order.
- Choose "I didn't receive it" for an item that never came, or "Return this item" for one that is broken or not as described.
- Explain what is wrong and add photos of the item, the label and any damage.
- Wait for the seller. They have 3 business days to respond.
- If it isn't fixed, open the request and choose to ask eBay to step in. Do this before the request window closes.
Red flags in an eBay listing
- Stock photos only, or photos with the serial number cropped out
- A new account with little or no feedback selling expensive electronics well below sold prices
- A seller who messages you to pay outside eBay "for a discount"
- Several of the same new-in-box item, listed without a business name or returns
- "Local pickup only, cash" on a small, easy-to-ship item like a phone
What a eBay Purchase check looks for
The Money Back Guarantee is eBay's promise to refund you when an eligible purchase doesn't arrive or isn't what the listing described. It applies when you pay through eBay's own checkout. It is built around delivery and condition problems, not ownership, so a stolen item that arrives on time and works fine looks like a successful sale.
Step by step
Read the listing for red flags and check the seller's feedback.
Message the seller through eBay and ask for the serial number, IMEI or VIN.
Check the number on SafeOrStolen.
Pay only through eBay checkout, never outside it.
When it arrives, compare the number on the item with the one you checked.
If anything is wrong, open a request from Purchase history within 30 days of the latest estimated delivery date.
Before you buy, message the seller through eBay and ask for the serial number, IMEI or VIN. Type it into the search box above. SafeOrStolen searches its theft reports and public web results, plus extra sources for guns, bikes, phones and Arizona vehicles, and shows "reported stolen", "possible match" or "no report found in the records searched" with every source listed.
Why check before you buy
If police recover a stolen item from you, it goes back to its owner. Your only claim is against the seller, and an eBay seller who sold stolen goods may be gone by then. Checking the number before you pay is the protection the guarantee doesn't give you.
Common questions
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