Updated 14 May 2026
eBay item not received UK
Quick answer
Open an item-not-received request through eBay first. The eBay Money Back Guarantee process is usually the main route before bank escalation.
Use the eBay order process
- 1Open the purchase in your eBay account.
- 2Select the item-not-received option.
- 3Check the estimated delivery date and tracking details.
- 4Allow the seller response window shown by eBay.
- 5Ask eBay to step in if the seller does not resolve the issue.
Why platform process matters
eBay can review the order, tracking and seller response within its own dispute system. That is usually faster and better documented than starting with external emails.
Keep all messages inside eBay where possible so the record is complete.
Evidence to collect
- 1Order number, seller username and listing title.
- 2Tracking status and courier name.
- 3Seller replies and any refund refusal.
- 4Delivery photo or signature evidence if available.
- 5Payment method if you may later use chargeback or Section 75.
When to escalate outside eBay
If eBay closes the case and you still have strong evidence that the item did not arrive, your payment method may offer a separate route.
Do not start with bank escalation before using eBay's process unless there is a clear reason, because the bank may ask for platform correspondence.
Frequently asked questions
Does eBay Money Back Guarantee cover items not received?
It commonly covers qualifying item-not-received cases, but you must follow eBay's process and deadlines.
What if the seller uploads tracking?
Check whether the tracking proves delivery to your address. If it does not, explain the issue clearly in the eBay case.
Can I use Section 75 on eBay?
It depends on the payment chain, amount and transaction structure. Chargeback is often the more practical card route, but facts matter.