International eBay Order Arrived Damaged: Who Is Responsible for the Refund?

International eBay order damage leaves Australian sellers unsure who pays when an overseas buyer's parcel arrives broken. In the ACCC's Digital Platform Services Inquiry Final Report, 72% of Australian consumers surveyed said they had encountered potentially unfair practices on online marketplaces. eBay's Money Back Guarantee lets buyers return damaged items, but it does not decide who pays. 

If the order used eBay International Shipping (EIS), seller protection generally begins once the item reaches eBay’s domestic shipping hub safely. This guide separates the buyer's steps from the seller's steps and explains where liability falls.

   

        

   

     

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What to Do When an International eBay Order Arrives Damaged

If your international eBay order arrives damaged, document the damage first and start the claim through eBay. 

1. Open a return or item-not-as-described request through your eBay Purchase history for the damaged item.
2. Upload clear photos of the damaged item and its shipping box to document the condition when it arrived.
3. If the order qualifies for eBay International Shipping protection, eBay manages eligible international returns and refunds after the shipment reaches its hub.
4. Confirm whether you shipped the item through EIS and that it reached the domestic hub safely, as this determines where responsibility for subsequent international transit damage lies.
5. Keep the original packaging and damage photos until the claim has been resolved. 

Explore Couriers & Freight's insured e-commerce delivery to help prevent international transit damage.

Who's Responsible When an International eBay Parcel Is Damaged?

Financial liability for an international eBay parcel depends on the shipping method used. The eBay Money Back Guarantee (MBG) governs eligible damaged-item claims and sets the steps and timeframes for resolving them. 

If You're the Buyer

If the parcel arrived damaged, document its condition before disposing of the packaging or returning the item. 

1. Open a return or item-not-as-described request through your eBay Purchase history. For most purchases, you have 30 calendar days from the estimated or actual delivery date to request a return.
2. Upload clear photos of the damaged item and shipping box with your request. eBay requires images to be relevant to the return reason, so show the damage clearly and retain the original packaging until the claim is resolved.
3. Confirm whether the order used eBay International Shipping. Eligible purchases through eBay programmes, including eBay International Shipping, are covered by eBay Money Back Guarantee, subject to the programme's applicable requirements. 

If the order was sent through eBay International Shipping, eBay handles the applicable international return and refund process rather than requiring the seller to manage the international return.

If you ask eBay to step in, it states it will respond within 48 hours. Once approved, refunds are typically available within 3 to 7 business days after processing.

For further reading on international eBay selling and shipping options, see our guide on how to sell on eBay.

If You're the Seller

For sellers, the key issue is where the damage occurred and whether the order was shipped through EIS. 

1. Confirm that the order was shipped through eBay International Shipping and that you sent it to the designated domestic hub. Under eBay's EIS seller terms, the seller is responsible for getting the item safely to the domestic hub. If you did not use EIS, you remain responsible for resolving an eligible damaged-item return under eBay's seller requirements.
2. Direct the buyer to open the official eBay return request. For eligible damaged or faulty items outside EIS protection, the seller generally must accept the return and cover return postage under eBay Money Back Guarantee. 
3. Do not issue a separate manual refund outside the eBay return process when EIS was used. Follow the official request and allow eBay to manage the applicable refund process.

Once an EIS item reaches the domestic hub safely, the seller's responsibility for international transit ends. eBay states it will work with the buyer if the item is lost or damaged during international shipping, or damaged at the hub. The seller is protected from having to refund the buyer for those international-shipping issues.

For packaging and damage-prevention guidance, see our guide on how to reduce product damages in transit.

Book Insured eBay Shipping with Couriers & Freight

Australian eBay sellers shipping electronics or ceramics overseas can reduce their exposure to loss and damage by arranging appropriate protection before dispatch. For a seller posting fragile items each week, one damaged parcel can mean a refund, a return shipment, and a dispute record on the account. 

Couriers & Freight provides ecommerce delivery for businesses selling through platforms such as eBay. The service provides live tracking and delivery notifications, so sellers can monitor shipments throughout transit. This approach addresses the risk before a damaged parcel reaches the buyer, rather than relying solely on eBay's claims process after damage occurs.

Book insured e-commerce delivery with Couriers & Freight to protect future international eBay shipments against eligible loss and damage.

   

        

   

     

Book Insured eBay Shipping with Couriers & Freight

     

Book insured e-commerce delivery with Couriers & Freight to protect future international eBay shipments against eligible loss and damage.

     Get a Quote Now