How your payment is protected
When you complete checkout on eBuy, your payment is held by the platform and is not released to the seller until you mark the order as Received. This hold is your primary protection — do not mark an order received until you have inspected the item and are satisfied.
Warning: Once you mark an order as Received, the payment release process begins. Only mark Received when you have physically inspected the item.
Order status flow
Paid — your payment has been captured and the order is confirmed.
Processing — the seller has seen the order and is preparing to dispatch.
Shipped — the seller has uploaded a courier name and tracking number.
Delivered — the courier has marked the parcel delivered to your address.
Received — you have confirmed receipt from your order page. Payment is released to the seller after this step.
What qualifies for a refund or return
- Item not received — the parcel did not arrive within a reasonable time after shipping, and courier tracking is inconclusive or shows a problem
- Significantly not as described — the item is materially different from the listing (wrong item, wrong grade, wrong era, wrong denomination)
- Damaged in transit — the item arrived damaged and there is evidence the damage occurred during shipping, not pre-existing
How to raise a support ticket from your order page
Step 1: Go to My Orders and open the order in question.
Step 2: Scroll to the support or dispute section of the order detail page.
Step 3: Choose the issue type (not received, not as described, damaged in transit) and describe the problem clearly.
Step 4: Attach your evidence — photos, unpacking video, courier screenshots — before submitting.
Step 5: Do not mark the order Received while a support ticket is open unless instructed by the support team.
Evidence that helps your case
- Unboxing video recorded from the sealed parcel stage (most important for damage claims)
- Clear photos of the item showing the defect or discrepancy
- Screenshot of courier tracking showing non-delivery or abnormal status
- Photo of the package exterior if it arrived damaged or tampered
- Side-by-side comparison with the listing photos if the item is not as described
Return window
eBuy has a configured return window that starts from the delivery date. Once that window closes, return requests are no longer available from the order page. Raise any concern before the window closes — do not wait.
Warning: If a package looks tampered with, crushed, or wet at handover, refuse delivery where possible and raise a support ticket immediately with photos of the parcel condition.
How long refund processing takes
- Once a refund is approved by the support team, refunds are typically processed within 5–7 business days to the original payment method
- UPI refunds generally reflect faster than card or net banking refunds
- Razorpay's own processing timelines apply after eBuy initiates the refund
To raise a concern, always start from your order page — not messages, not email. The order page is where support sees payment, tracking, and order history together.
Refund outcomes depend on the evidence provided, the order status, and eBuy's platform policy. Not all concerns automatically result in a refund. eBuy reviews each case on its merits.