Help
Help
Search the Help pages (Does not search for items or products) Search Help Pagestips
Enter your Help search terms here (Example: ‘contact seller’)

Resolving unpaid items with buyers

 

After you've made a sale on eBay, it's usually a smooth process to complete the transaction with the buyer, but sometimes you might find yourself in a situation where the buyer hasn't yet paid for the item they bought. If it's been more than 4 calendar days and the buyer hasn't paid, you can cancel the order. If the listing was a single quantity Buy It Now item, it will be relisted automatically unless you choose not to relist.

Reminding buyers to pay

After a buyer wins an auction or commits to buy an item, we send emails reminding them to pay for the order. If they still haven't paid, you can send them an invoice as an additional reminder.

Here's how to send an invoice to a buyer:

  1. Go to your Sold items in My eBay or Seller Hub.

  2. Select the item you want to send the invoice for and then choose More actions.

  3. Select Send invoice.

If the buyer still hasn't paid after you've sent the invoice, and it's been more than 4 calendar days since the listing ended, you can cancel the order. Here's how:

  1. In Seller Hub, go to Orders; or in My eBay, go to <Sold.

  2. Find the order you want to cancel, and from More actions, select Cancel this order.

  3. Choose a reason for the cancellation and then select Continue to finish.

Once you cancel the order, you may be eligible to receive fee credits according to our fee credits policy, and your item will be relisted automatically if it was a single quantity, Buy It Now item, unless you choose not to relist. We'll also remove any feedback left by the buyer.

Once the order has been cancelled, you can make a second chance offer to the next highest bidder if you listed using the auction format.

It's important to cancel any unpaid items within 30 days from the day the buyer commits to buy so the item can be relisted unless you choose not to, and you receive credit for any applicable fees.

Tip

You don't need to contact the buyer if they haven't paid – we'll send them reminders to pay. If it's been more than 4 calendar days and the buyer hasn't paid, you can cancel the order.

Using Preferences for Items Awaiting Payment

You can automate how you manage unpaid items on our Selling preferences page.

When you enable Preferences for Items Awaiting Payment, you can customise your settings so that orders that aren't paid for will be cancelled automatically after 4 or more calendar days.

You can also customise your settings to relist single quantity, Buy it Now items straight away. Additionally, any feedback left by the buyer of an unpaid item will be removed. As well as saving you time, enabling Preferences for Items Awaiting Payment also ensures that you receive credit for any applicable fees if a buyer doesn't pay.

Enable Preferences for Items Awaiting Payment

Tip

You can exclude certain buyers from having orders cancelled automatically when you enable Preferences for items awaiting payment on your selling account.

You can only use Preferences for items awaiting payment when you use eBay checkout, which means that the buyer pays through the standard checkout flow, not cash on delivery or with a check.

If you accept cash on local pickup, checks, or money orders on your listings, you'll need to remove these payment methods if you want to use Preferences for items awaiting payment on those listings.

While Preferences for items awaiting payment is available on most eBay listings, including items listed in eBay Motors, Parts & Accessories, it can't be used for vehicle listings in eBay Motors. If you've sold a car and haven't received payment, you can manually cancel an order in Seller Hub or My eBay Sold.

Contact us

Have a question? We can help.

 Contact us

Ask eBay members

Get help from other eBay members. Visit the Answer Centre to post a question.