Report an unpaid item
If you can't resolve the issue with the buyer, or the buyer backs out of the auction, you can apply for a refund of the sale fee between 7 and 45 days after the auction. The buyer is required to respond. Click here to report an unpaid item

Combined items
Please report unpaid items separately.

After reporting
Both the seller and buyer will be sent an email with details of the unpaid item report. The buyer is given 5 days to respond, if they do not respond within 5 days, the seller can apply for a sale fee refund.

Both the seller and buyer can access the unpaid item report from within 'My OZtion' and choose the following options.

Seller's Options

• Payment received - With this option, the buyer does not receive an Unpaid item mark, the seller will not receive a refund.
• Payment not received - With this option, the buyer receives an Unpaid item mark, the seller receives a sale fee refund within 48 hours.
  Note: Can only be selected between 5 and 30 days of reporting (unless the buyer has been suspended - then the seller does not need to wait 5 days)
  Learn about buying restrictions

Buyer's Options

• I want to pay for the item now
  • A notification email is sent to the seller
  • The seller needs to wait 5 days, if they still do not receive payment they can apply for a refund

• I have already paid
  • A notification email is sent to the seller
  • The seller needs to wait 5 days, if they still do not receive payment they can apply for a refund

• I made a mistake and no longer want the item
  • A notification email is sent to the seller
  • The seller will receive a refund automatically (from 13/02/08 onwards). If lodged before 13/02/08, the seller needs to update the status to 'Payment not received' manually
  • The buyer will receive an Unpaid item mark

Applying for a sale fee refund
The seller can apply for a sale fee refund between 5 and 30 days of reporting the unpaid item by selecting 'Payment not received'. The sale fee will be refunded to the seller's OZtion account within 48 hours.

The buyer will be notified that the seller has applied for a sale fee refund. The buyer needs to contact us if they have paid and provide us with proof of payment. If we receive sufficient proof of payment the sale fee will be deducted from the seller's OZtion account again.

Note: If the buyer has been suspended the seller can select 'Payment not received' and receive a sale fee refund immediately.

Marking a previously closed unpaid item report as PAID
It is possible to mark a previously closed as 'Payment not received' unpaid item report as PAID. The system will automatically remove the Unpaid item mark from the buyer's account and charge the seller the sale fee again. To view closed unpaid item reports go to My OZtion > My Account > Disputes and click the link View Closed Unpaid Item Reports near the bottom of the page.