If you don't receive an item you ordered, or if it is different from what was advertised on eBay Express, rest assured your purchase is covered for the full amount, including shipping. Any time you need help solving a problem or filing a dispute under our buyer protection policy, our customer service specialists are standing by to help.
Buyer Protection Policy for eBay Express
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General. This policy is designed to help eBay Express buyers recover the full purchase amount from eBay Express sellers who do not deliver the promised goods, or who deliver goods that are 'significantly not as described' in the listing. As defined in more detail in section 4.a.2 below, an item is 'significantly not as described' if the eBay Express seller clearly misrepresented the details of the item in a way that affects its value or usability. Please note that this does not include cases where the buyer is merely disappointed with the item or where the item did not meet all the buyer's expectations. If you file a dispute for a 'significantly not as described' item, you will generally be required to return the item to the seller at your expense.
If you purchase an item on eBay Express and you are not a registered PayPal member, you have to sign up for a PayPal account in order to be eligible for submitting a dispute under this policy.
Please note that this policy does not cover purchases made on eBay outside of eBay Express. Purchases made on eBay outside of eBay Express may be subject to PayPal Buyer Protection or eBay Standard Purchase Protection, which are separate programs. To review the PayPal Buyer Protection Policy, click here.
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Amount of Coverage. If your dispute is granted, PayPal will reimburse you for losses up to the full amount of your eBay Express purchase. Your reimbursement will be paid in the currency of the original PayPal payment up to the full purchase amount.
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Eligibility.
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Listings Qualification Requirements: This buyer protection policy for eBay Express is offered on all eBay Express listings.
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Buyer Qualification Requirements. To qualify for buyer protection under this policy, the buyer must:
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File the dispute within 45 days of the date of the payment, as described in 4.d below.
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Be a registered PayPal member in good standing. If you are not a registered PayPal member, you have to sign up for a PayPal account to be eligible for submitting your dispute.
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Complete an eBay Express transaction by paying on the eBay Express website using either a PayPal account or a credit card. To be sure you meet this requirement, you must pay the seller only via the eBay Express website and must not pay the seller through the PayPal Send Money tab or other methods of payment.
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Disputes.
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Reasons to File a Dispute. An eBay Express buyer may file a dispute under this policy for one of the following reasons:
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The eBay Express seller did not deliver the promised goods. If the buyer does not receive the goods purchased, he or she is eligible for coverage. Buyers should wait a reasonable amount of time - at least a week- to receive the item, and should first attempt to contact the seller and resolve the issue before filing a dispute under this policy.
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The item delivered by the eBay Express seller is 'significantly not-as-described' in the item listing. An item is 'significantly not-as-described' if the seller clearly misrepresented the details of the item in a way that affects its value or usability. Please note that this does not include cases where you are merely disappointed with the item or where the item did not meet your expectations. Reasons that an item may be considered 'significantly not-as-described' include, but are not limited to, the following:
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The item is a completely different item than that which was presented by the seller in the listing, e.g. an audio book instead of a printed book, a desktop computer instead of a laptop, a picture of an item instead of the actual item; or an empty box;
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The condition of the item is significantly different. For example, if the item has clearly been used multiple times rather than 'almost new' or 'still in box' or is obviously repackaged rather than 'mint';
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The item is unusable and was not disclosed as such. For example, if there are missing major parts or components, will not function or turn on, or spoiled or past a relevant date. (NOTE: this applies to the item in its received state, no matter what the condition when it was shipped.);
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The item is not authentic and was not disclosed as such. For example, if a fake or knock-off item that was advertised as authentic or a completely different or inferior brand of a similar product; or
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The item is missing a major portion or quantity. For example, if the buyer ordered 4 dozen golf balls but only received 1 dozen or 4 golf balls or the item is missing a primary component, like a blender missing a top or coffee maker missing the bottom plate.
An item is not considered 'significantly not-as-described' if:
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The item fits into one of the 'significantly not-as-described' categories but was reasonably and prominently described in the listing as such. For example, if the listing states one of the following: "Item is being sold as is," "Item may not work properly," "Item is missing some parts," or "See picture for scratches or damages";
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The item is not wanted by the buyer after s/he sees it in person but was properly described in the listing;
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The description could have been reasonably misinterpreted by the buyer or the seller. For example, if the item is a different color than advertised (e.g. the item is aqua-marine but was advertised as teal);
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The item did not meet your expectations; or
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Item has minor scratches but was listed as 'in used condition'.
Please note that these are representative examples. There may be times when the characteristics of the item or the situation do not render the items 'significantly not-as-described.' PayPal encourages all buyers and sellers to communicate with each other before and after the transaction to prevent these issues from occurring. For items that do not qualify as 'significantly not-as-described', we still encourage the buyer and seller to find an equitable solution. PayPal will reserve the right to make a decision on 'significantly not-as-described' if the buyer and seller cannot agree. Once PayPal has made a decision on a 'significantly not-as-described' item, that decision is final and cannot be appealed.
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One Dispute Award Per Listing. You may only receive one award under this policy per eBay Express listing.
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One Dispute Per Payment. You may only file one dispute under this policy per eBay Express transaction. If you purchased multiple items with a single eBay Express transaction, you must identify all the items on which you are claiming buyer protection in a single dispute. A dispute may not be edited or changed after it has been filed.
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You Must File a Dispute Within 45 Days. Before filing a dispute, contact the eBay Express seller and attempt to resolve the issue. If you are unable to resolve the issue in this manner, file a dispute under this policy.
PayPal will contact the seller and investigate your dispute. If the dispute involves non-delivery of goods, the seller must present appropriate proof of delivery to the buyer's specified address. If the dispute is granted, PayPal will reimburse you for your losses up to the full payment amount. PayPal may also limit the seller's access to his or her PayPal account. If your payment was funded wholly or partly with a credit card, PayPal will reimburse you (up to the maximum) first by issuing a refund to your credit card, and then by crediting any remaining amount to your PayPal balance.
PayPal will seek to resolve the dispute within 30 days of the date the complaint is filed, though such time frame may be extended, if appropriate, to accommodate the investigation.
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Buyer Responsibilities. You agree to respond to any PayPal inquiries regarding the dispute within the time specified. If you fail to respond to PayPal's request for more information, your dispute will be cancelled and you will not receive a refund.
If you file a dispute for a 'significantly not-as-described' item, you will generally be required to return the item to the eBay Express seller or to the manufacturer, at your own expense. Buyers must use an online-trackable shipping method to return the item, and will be asked to provide the tracking number to PayPal. For transactions equal to $250.00 USD (or the equivalent in the currency of the transaction) or more in value, you will also need to provide an online proof-of-receipt in the form of a signature from the recipient. Once PayPal has confirmed that the seller has received the item, your refund will be processed. Additionally, in some instances, the seller may choose to forego having the item returned. In some instances, PayPal may require you to file a police report on the transaction to support your dispute.
In some cases, buyers will be asked to specify the amount of the refund they would find acceptable to settle the dispute. If you specify a partial refund amount that is less than the amount of the original transaction, and the seller agrees to refund the amount you specified, PayPal will consider the dispute to be successfully resolved.
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Seller Responsibilities. You agree to respond to any PayPal inquiries regarding a dispute filed against you within the time specified. If you fail to respond to PayPal's request for more information, you forfeit your right to appeal and the refund will be paid to the buyer from your PayPal account. You may only appeal PayPal's decision if the item was no longer in its original condition (more than the normal wear from shipping) when the buyer returned the item to you.
If the buyer claims that the item was not received, you must be able to prove that the item was delivered by providing PayPal with an online-tracking number that shows evidence of delivery. For transactions equal to $250.00 USD (or the equivalent in the currency of the transaction) or more in value, you will also need to provide an online proof-of-receipt in the form of a signature from the recipient.
If a buyer files a dispute against you under this buyer protection policy, PayPal will place the disputed amount on hold until the dispute is resolved, and you will not be able to withdraw this amount. In the event that PayPal grants a buyer's dispute against you under this buyer protection policy, you agree to reimburse PayPal from either your PayPal account or by other means. This could mean that your PayPal account balance will go negative. In addition, your PayPal account access may be limited until PayPal has been reimbursed for the full amount of the refund. If a dispute is filed against you, we recommend keeping sufficient funds to cover the refund of the payment in your PayPal balance to avoid having your balance become negative.
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Decisions are final. Once PayPal has closed a dispute, it cannot be reopened.
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Additional Terms and Conditions.
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Availability. PayPal reserves the right to change or discontinue this buyer protection program for any reason, at any time and for any duration at its sole discretion. Pending disputes at the time of any such discontinuance will continue to be processed under the existing program rules until a final decision is reached.
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Access to proof of shipment. PayPal may access shipping information from the courier on your behalf to verify shipment status.
Relationship between this buyer protection policy and Credit Card Chargeback Rights. If you used a credit card to fund an eBay Express purchase of goods or services, you may have chargeback rights granted by your credit card issuer. Credit card chargebacks, if they apply, can be filed more than 45 days after the transaction and may cover transactions where the buyer does not accept the goods even if the goods are substantially as described. You can choose to pursue this buyer protection process or your credit card chargeback rights; however, you cannot pursue both at the same time or seek a double recovery. If you initiate a dispute under this buyer protection policy and, while the dispute is pending, you file a credit card chargeback, PayPal will cancel your dispute under this buyer protection policy, and you will have to rely solely on your credit card chargeback rights. If you cancel your dispute under this policy or it is denied, you may still be able to pursue credit card chargeback rights. In many cases, your credit card company will allow you to file a chargeback for 90 days or more after the date of the payment. If PayPal resolves a dispute under this buyer protection policy in the buyer's favor but the buyer does not receive a full recovery of their payment, and if the time for processing of the dispute results in the buyer's loss of credit card chargeback rights, then PayPal will provide a full recovery to the buyer. PayPal encourages all buyer purchase issues that cannot be resolved directly with the eBay Express seller to be filed and resolved under this buyer protection policy. PayPal reserves the right to terminate or limit account access privileges of buyers who misuse the credit card chargeback process to get their money back and keep the goods, or to recover payment twice for the same dispute. PayPal reserves the right to contest credit card chargebacks, in accordance with the rules of the applicable card issuer or card association. If a chargeback claim is initiated by a buyer, whether as a result of a dispute with the seller or for any other reason, the buyer and seller agree to provide to any requesting party on a timely basis any and all necessary documentation to resolve the issue. PayPal DOES NOT act as the agent of either party in any transaction or resulting dispute, though PayPal does decide the outcome of disputes initiated through this buyer protection process. Copyright © 1999-2006 PayPal. All rights reserved. | Chat With Customer Service If you need help while you're shopping on eBay Express, we have specialists ready to chat live with you. E-mail Customer Service E-mail us with your questions and comments. |
