2 min article

Check the status of your request

If you've requested a return or reported that you didn't receive your order, you can check the status at any time.

Need to get in touch with the seller about your purchase? If you haven't already opened a request, read our articles:

You can manage any open requests and cases from your Purchases - opens in new window or tab.

Check your open request

Once you've opened a request, the seller should respond to you within 3 business days. You can check on the request at any time to see the seller's replies and to find out what you need to do next.

Check my request status - opens in new window or tab

If it's less than 3 business days since you opened the request, give the seller more time to respond. Most sellers are happy to help once they know there's an issue.

Get help from eBay

If the seller hasn't responded, you can ask eBay to step in once 3 business days have passed since you opened the request.

Once the seller responds, you can ask eBay to step in at any time if you're not happy with the seller's resolution (for example, the seller accepted your return request but hasn't provided a return postage label).

Don't leave it too long to ask us to step in and help. We'll automatically close a request if there's been no activity.

How to ask eBay to step in

  1. Select Go to your open requests below.
  2. Find the item you'd like our help with.
  3. Select Take action.
  4. Select Ask eBay to step in and help.
Go to your open requests - opens in new window or tab

Once you've asked us to step in, we'll review all the details and respond to you and the seller within 48 hours. Learn more about asking eBay to step in and help

Getting your refund

If you're getting a refund, it will go back to your original payment method. Refunds are typically available within 3-5 business days.

Tip
If the seller promised a refund but hasn't issued it, you can ask eBay to step in and help.

Closing a request

If your item has arrived, or you no longer want to return it, you can close your request. This lets the seller know that the issue is resolved.

How to close your request

  1. Go to your Purchases - opens in new window or tab and find the item.
  2. Select See request details in the Actions menu and then Close your request.
  3. Select your reason for closing the request from the dropdown, and add details if you want to.
  4. Select Close request or Confirm.

If you had already asked eBay to step in, you'll see 'case' rather than 'request'. You can still close it if things are resolved.

You won't be able to re-open the request or case once it's closed.

If the seller hasn't responded or offered an acceptable solution, you can ask us to step in and help after 3 business days.

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