eBay

eBay operates an online marketplace that facilitates consumer-to-consumer and business-to-consumer sales of new, used, and collectible items across more than 190 markets worldwide. Founded in 1995 and headquartered in San Jose, Calif., the company is publicly traded on the Nasdaq under the ticker EBAY. In early 2026, eBay announced the acquisition of Depop, a consumer-to-consumer marketplace for pre-owned fashion. eBay has faced recurring customer complaints about account suspensions, AI-driven customer service that makes it difficult to reach a human representative, and disputes involving its Money Back Guarantee.

Telephone

Customer service : (866) 540-3229

Mailing address

2025 Hamilton Ave.
San Jose, CA 95125

Website

ebay.com

What you need to know about eBay

eBay's customer service is inconsistent in terms of response times and resolution. The platform's automated dispute system works much of the time, but it bans customers for no apparent reason. There are also frequent problems with product returns. In one case, a package was delivered to the wrong address but eBay denied the Money Back Guarantee because the ZIP code matched.

eBay’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
You can resolve a problem with eBay with our insider guide or through our executive contacts.
eBay's customer service policies are standard. Here are our frequently asked questions about eBay.

How to resolve a problem with eBay

Try self-service first

Use our proven resolution methods, or eBay’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.

We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.

How fast does eBay respond?

Phone support

eBay's phone line is available during business hours. Wait times range from a few minutes to over 30 minutes depending on how busy it is. If you call outside business hours, the automated system may tell you the line is closed — a number of customers have reported this happening even during listed hours. Call eBay at (866) 540-3229.

Email support

eBay does not have email support.

Live chat support

Available through the eBay help center. You'll start with a virtual assistant. Getting to a live person takes some persistence — pick the right issue category and keep going. During business hours, a live agent typically responds within 10 minutes.

Social media

eBay is active on social media platforms such as Facebook, X, Instagram, TikTok, LinkedIn, and YouTube. Response times can range from a few hours to a few days depending on the platform and the inquiry's complexity.

Here's how to contact eBay via social media.

Help center/FAQ

Available 24/7 at eBay help center — Best for self-service; immediate access to answers for common questions and step-by-step guides.

Verified contacts

eBay customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary

Julie Loeger

SVP

julie.loeger@ebay.com

Chief Executive

Jamie Iannone

Chief Executive

jiannone@ebay.com

eBay self-service links

To report an item on eBay, use this link: report an item and follow the instructions provided.

Go to My eBay → purchase history to view all orders and their current shipping status.

Go to My eBay → purchase history, find the item, and select "return this item." For more detail, visit eBay's returns help page.

Go to the item listing and click "contact seller," or go to My eBay and find the order to message the seller directly.

Visit eBay's account restrictions help page and follow the steps to submit an appeal. You can also contact eBay customer service at (866) 540-3229.

Go to My eBay → account → payment iInformation to update saved payment methods.

eBay has significantly expanded its AI-powered customer service systems and reduced human agent access. To reach a live representative, call eBay at (866) 540-3229 or go to eBay's help center and navigate to the contact option — the path to a human agent requires selecting specific issue categories. Many users report the automated system is the only option available outside business hours.

eBay suspends accounts for high return rates, unusual activity, or policy violations — sometimes without warning. Visit the account restrictions and suspensions page to find out why and submit an appeal. If it looks like a mistake, call eBay at (866) 540-3229 or escalate to the executive contacts on this page.

If you didn't get an item or it doesn't match the listing, go to My eBay — Purchase History, find the order, and select "I didn't receive it" or "Item doesn't match the listing." You have 30 days from the actual or estimated delivery date to open a case. If the seller doesn't fix it within three business days, eBay steps in. The guarantee doesn't cover items paid for outside eBay checkout, digital goods, or transactions where you've already filed a chargeback.

If eBay has denied your claim, you can appeal the decision through the resolution center. If the appeal is also denied, you may be able to file a chargeback with your credit card provider — but note that doing so will close your eBay case. You can also escalate to the executive contacts listed on this page or contact Elliott Advocacy for assistance.

eBay customer service policies

eBay's Money Back Guarantee covers buyers who don't get an item or receive something that doesn't match the listing. Open a case through My eBay — the seller gets a set window to respond before eBay steps in. If eBay sides with you, it'll issue the refund and go after the seller for reimbursement. The guarantee doesn't cover items paid for outside eBay checkout, digital goods, NFTs, or transactions where you've already filed a chargeback. Return shipping costs depend on the seller's policy and the reason for the return.

eBay's User Agreement (effective August 28, 2025 for existing users; February 20, 2026 for new users) sets out the terms governing use of eBay's websites, apps, and services. Users must provide accurate information, comply with eBay's policies, and are responsible for all activity on their accounts. eBay reserves the right to restrict, suspend, or terminate accounts at its discretion. All fees and applicable taxes are the user's responsibility. Disputes are subject to binding arbitration under U.S. law, and class actions are generally waived. eBay may update the agreement at any time, with continued use constituting acceptance.

eBay loyalty program

eBay doesn't have a traditional loyalty program. Holders of the eBay Mastercard through Synchrony Bank earn points on eBay purchases and other spending — points can be put toward eBay Bucks or statement credits. eBay also runs periodic promotional offers for registered members.

Frequently asked questions about eBay

Call eBay at (800) 322-9266 or use the live chat through the eBay help center. eBay doesn't have a general customer service email address.

eBay’s customer service does not have a dedicated email address for general inquiries. However, you can reach out to the company through its online contact form at the online help center:

eBay's phone support runs daily from 9 a.m. to 5:30 p.m. pacific time. Live chat through the help center is available during the same hours, though some customers have reported hitting an automated message that says the line is closed even during listed hours.

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