|Home > Help Topics >Bidding & buying >Resolving buying problems >Our role in the marketplace|
eBay's role when you need to resolve a problem
How we help
Many problems are misunderstandings that can be worked out when members talk to one another. The first thing we recommend is for the buyer and seller to talk to one another. We provide guidelines for requesting contact information and communicating with your trading partner. If you aren't able to work things out by talking, we ask that you go to our Resolution Centre. Here you can open a case, and track the steps that are being taken to resolve a problem.
If suspicious activity is reported, our Trust and Safety team investigates the situation. If a member violates a policy, we warn them and we may restrict or suspend the member's account. If the matter is serious, we cooperate with law enforcement.
We want you to enjoy your experience on eBay. If something goes wrong, we work with both buyers and sellers to try and fix it.
Things we're unable to do
Occasionally, someone will ask us to help and we're not able to. eBay doesn't have the items that are sold on the site . We can ask a seller to send an item, or a buyer to pay for an item, but eBay can't send the item to the buyer or pay the seller.
When a buyer or seller doesn't complete an obligation, we take it seriously and we may restrict or suspend an account. We work to make sure that members on eBay are honest and fair.
Have a question? We can help.
Ask eBay members
Get help from other eBay members. Visit the Answer Centre to post a question.