How to complain about an eBay purchase and ask for case review
Create a personalised complaint letter asking for the outcome that fits your case — such as a refund, replacement or compensation where appropriate.
ParcelClaim is independent and is not eBay. You can use the official complaint and support routes directly for free.
Official eBay complaint & contact options
Seller and order request
Resolving buying problems links the official routes for an item that has not arrived, returns and request status. Use the affected purchase to keep the seller conversation and request together.
eBay step-in and appeal
Ask eBay to step in explains eligibility once a seller request is unresolved. Appeal a case outcome is for challenging eBay’s decision after it has stepped in, using new information.
Step 1: make the initial complaint
Describe the problem to the seller through the purchase record. If the complaint concerns an item not received or a return, use the appropriate official request rather than relying only on a general message.
- Identify the listing, order and seller, plus the specific issue.
- Keep seller promises, delivery evidence or return instructions in the case history.
- Say what remains outstanding and the outcome you are asking the seller to provide.
For a complaint about eBay’s support handling rather than the seller, use Help & Contact and refer to the request or case number. Keep these two complaints distinct so that a support-service complaint does not obscure an active purchase dispute.
Step 2: request review if unresolved
eBay’s step-in guidance says sellers have 3 business days to help once an issue is reported. If it remains unresolved, check the request for the step-in option and its eligibility instructions. The eBay Money Back Guarantee is subject to its rules, not an automatic refund for every complaint.
After eBay decides a case, the buyer appeal process permits an appeal with new information within 30 calendar days of the case closing. Use the case details and appeal option; merely repeating the first complaint or generating a letter does not file that appeal.
Information and evidence to have ready
- Order and listing references, seller username and the request/case number.
- Seller messages and the dates of any agreed action.
- Tracking or return proof tied to the affected purchase.
- For an appeal, the decision plus additional evidence explaining why it should change.
eBay parcel, order and refund complaints
- Item has not arrived: eBay item-not-received guidance covers the underlying issue.
- Seller relies on delivered tracking: see eBay delivered-but-missing help; retain evidence explaining the discrepancy.
- Return/refund dispute: identify the seller’s return instructions and the existing request. A missing return may also need lost-return evidence.
Want eBay to put the problem right?
Create a personalised complaint letter asking for the outcome that fits your case — such as a refund, replacement or compensation where appropriate.
Create My Complaint Letter — £2.99Tailored to your case • You send it yourself. For other issues, use the official company routes above.
Official sources
Checked on 3 October 2026. These sources support the published routes above. Preparation advice and requests for a further review are ParcelClaim’s practical guidance unless an official procedure is specified. Check the linked pages for current details.
ParcelClaim is an independent self-help service, unaffiliated with eBay. We do not contact the company or send your complaint for you.