eBay (UK) Customer FAQ

We're really sorry to hear that you've received the wrong item. As eBay is just a platform that connects buyers and sellers, the time you'll get a response depends on the particular seller. Once you have notified them about the issue via eBay's resolution centre, they should respond within 48 hours. If they don't, you can ask eBay to step in and help after 8 days. eBay's Money Back Guarantee may cover you if you've received something other than what was described. Please remember to only communicate with the seller through eBay, as this ensures your protection under eBay policies.

Unfortunately, when your account is suspended, eBay restricts most activities, including communication with other eBay members. This is to ensure the security and integrity of the eBay marketplace. After the suspension is lifted, you can contact other members as per normal procedures. However, if you must contact a seller regarding an existing transaction while your account is suspended, you may try reaching out through any pre-existing email correspondence you might have had with the seller. Please remember to resolve the issues leading to your account suspension to restore full functionality.

If a buyer on eBay (UK) requests a return, you should first ask them to start a return procedure from their eBay account. After they've initiated the return and you've agreed to it, they should send the item back to you. Once you receive the item, you can issue the refund. To do this, go to your 'Returns dashboard', find the item, and select 'See return details'. In there, select 'Give a full refund'. You will then be prompted to confirm the refund which will return the original payment to the buyer. Please remember to ensure the item is in its expected condition before giving the refund. eBay policy is to protect both buyers and sellers, so make sure you carefully follow this procedure.

There could be several reasons why your last purchase isn't showing up in your eBay purchase history. If you've just completed the purchase, it might take a few moments for it to appear due to system processing. It's also possible that you could be logged into a different eBay account, so double-check to ensure you're viewing the purchase history of the right account. Another scenario might include purchases made as a guest, which would not appear in your purchase history. Lastly, if the seller removed the listing or if your account has been suspended, the purchase might not show up. Try to refresh the page or log out then log back into your account to see if there're any changes.

Due to eBay's concern for security and efficiency, they do not offer an email service for customer support. Instead, eBay provides a comprehensive online Help Centre to address most customer queries. Here on this page, there's a link to the main Help Centre where you can search for answers or be directed to further customer support if required. This may include chatting live with an assistant or having eBay call you back. By routing all inquiries through the Help Centre, eBay is able to provide a safer, secure and streamlined way to manage your concerns. Don't worry, you're always supported when using eBay.