Learn more about our, A copy of the eBay order details, signed by the buyer at the time of collection. Read our most popular questions and answers about handling return requests from your buyers. If the seller hasn't responded or if the buyer and seller can't reach a resolution, they can ask us to step in and help. This is something that all eBay seller should know. eBay Money Back Guarantee applies when: The buyer doesn't receive an item; The item received by the buyer doesn't match the listing, for example: .