Help Article

Help Center > Disputes and Claims/Report a problem > I didn’t receive the item I purchased or it’s different from the description.

I didn’t receive the item I purchased or it’s different from the description.

The best way to resolve a transaction problem is to communicate directly with your seller. Most sellers welcome the opportunity to work out problems and provide good customer service. If you’re unable to work things out with your seller you can report the problem in the Resolution Center.

If you purchased the item on eBay, please use the eBay Resolution Center.

If you purchased the item on a site other than eBay, use the PayPal Resolution Center.

* If you don't have a PayPal account but you've used PayPal to pay for an eBay item and haven't received it, please go to the eBay Resolution Center.

You have 180 days from the transaction date to open a dispute.

Here's how to open a dispute:

  1. Go to the Resolution Center page.
  2. Click Dispute a Transaction.
  3. Select Item dispute and click Continue.
  4. Click Find transaction ID.
  5. Click the Transaction ID next to the transaction you want to dispute, then click Continue.
  6. Select the reason for your dispute, and then click Continue.
  7. Enter additional information on the 'Provide Additional Information' page, and then click Continue.
  8. Click Go to Resolution Center.


  • After the dispute is opened, you have 20 days to communicate with the seller. If you can't resolve the problem, you can ask us to investigate by escalating your dispute to a claim.
  • If you don't escalate the dispute within 20 days, it will be closed, with no option to open it again.
  • Items collected in person or arranged to be collected on the buyer's behalf are ineligible for "Item Not Received" ("INR") claims.
  • If the seller presents evidence that they delivered the goods to your address, PayPal may find in favor of the seller for an "Item Not Received" ("INR") claim even if you did not receive the goods.

To learn more about PayPal Buyer Protection, please check our User Agreement.

For eBay specific information, please visit the eBay’s customer support page.


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