For a missing eBay order, use the order detail page first. From Purchases > More actions > I did not receive it. Ask seller for refund or item, then eBay step-in if unresolved after three business days.
Before you act
Check the exact carrier, service, role, and date in the official order or tracking page. A support inquiry, carrier claim, and seller refund are separate paths.
Check the order record
From Purchases > More actions > I did not receive it. Ask seller for refund or item, then eBay step-in if unresolved after three business days.
Confirm whether the order shipped in several parcels, who sold or fulfilled it, and which carrier actually made the last scan.
Report the problem
- Save the order promise, tracking history, delivery photo, and any visible address mismatch.
- Use the support option linked from your signed-in order; describe the missing item and checks already made.
- Record the support case ID and ask which party will investigate or offer a replacement or refund.
Important conditions
- Report within 30 calendar days of estimated delivery to preserve Money Back Guarantee eligibility.
| Procedure | Timing | Scope |
|---|---|---|
| eBay item not received report | 30 calendar day from estimated delivery date | Eligible eBay Money Back Guarantee item not received |
| eBay wait for seller after item not received request | No universal numeric deadline; verify the current terms | After opening eBay report |
| eBay last day to request step-in | 21 business day from date buyer request; verify the current terms | Unresolved eBay item-not-received request |
| eBay appeal unfavorable decision | 30 calendar day from case closed date | Eligible request with closed case |
A filing window is not a finding of eligibility or a promise of payment. Calendar days, business days, and calendar months are different.
If support cannot resolve it
Use the marketplace's order-specific escalation path when available. Review payment dispute terms separately; starting a carrier inquiry alone does not establish a payment dispute or refund eligibility.
Official next step
Use the company website directly. Do not use a link from an unexpected delivery text or email.
Official sources and checking date
- eBay Item Not Received Official source · checked 2026-11-02
Policies and contact routes can change. Verify the current US terms and the actual service before filing.