Reporting a problem with an order

If something's wrong with an order, report it before the order completes.

How to report it

1. Open the order from My orders.
2. Tap Report a problem.
3. Tell us what's wrong: the more detail, the better. Photos you've sent the seller in your chat help too.

What happens next

• The payment is held. The seller isn't paid while we look into it.
• The seller is told a problem has been reported.
• We'll look at the order, the listing and your messages, then either refund you in full or complete the order if the item was as described.

Before the order completes

• Collection: don't give the seller your handover code if there's a problem.
• Postage: report it before tapping It arrived, all good, and within 7 days of the item being posted.

Once an order has completed, the seller has been paid and we can't hold the money.