Quick tip

Once you've reported that an item hasn't arrived yet, you can check the status of your request at any time by selecting the button below.

Check the status of my request

Are you a seller looking to help a buyer with an item that hasn't arrived? Read our article on responding to an item not received case

Check if your item is on its way

If your item hasn't arrived, you can track your order in Purchases. You can check the expected delivery date, the address it's being shipped to, and the latest tracking updates.

Check delivery information - opens in new window or tab

What to do if you provided an incorrect shipping address

Report that your item hasn't arrived

The seller is the best person to help if the delivery date has passed and your item hasn't arrived. You can ask for an order update, a replacement, or a refund back to your original payment method. Most sellers respond within 3 business days.

To be eligible for buyer protections, you need to report the item hasn't arrived within 30 calendar days after the delivery date, so get in touch with the seller as soon as you can. Refunds are typically available within 3-5 business days.

Report an item you didn't receive

How to report an item that hasn't arrived through My eBay

What to do if you've only received some of the items you've purchased

Ask eBay to step in and help

We think it's fair to give sellers 3 business days to make things right. After that, you can ask us to step in.

We automatically close the request if there's been no activity and it's been more than 21 business days since you opened it.

Read our asking eBay to step in and help article to find out how to ask us step in if the seller hasn't responded or you're not happy with their resolution.

If your order arrives after you've reported it

If your item arrives, you can close your request. This lets the seller know that the issue is resolved.

If there's a problem with the item or you want to return it, you'll need to close your item not received request, and open a return request instead.

If you've already received a refund, get in touch with the seller about what to do next. For example, you could:

Send the item back and keep the refund
Keep the item and arrange to reimburse the seller

How to close your request

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

Where's my item?