eBay Item Not As Described: How to Win a SNAD Claim (2026 Guide)

TL;DR

eBay's Money Back Guarantee covers "Significantly Not As Described" (SNAD) claims for 30 days after delivery. The strongest SNAD claims include: clear photos of the discrepancy, the original listing screenshots, and a brief comparison. If the seller disputes, eBay's Money Back Guarantee team reviews within 48 hours. Full refunds (including original shipping) are typical for clear SNAD claims.

Step-by-step: how to file an eBay SNAD claim

1. Gather evidence before opening the claim

Strong SNAD claims include:

• Original listing screenshots: Item title, description, photos, condition (new/used), any specific claims the seller made (e.g., "authentic", "size M", "leather").
• Photos of the item received: Multiple angles showing the discrepancy.
• Comparison photos: Side-by-side of the listing image and your item.
• The shipping label and tracking: Proves delivery to your address.

If the item is significantly different from the listing, your SNAD claim is usually strong. eBay's standard for SNAD is "materially different" - not minor cosmetic differences.

2. Open the order in eBay

eBay > Purchase History > [select order] > Return this item > Item not as described

Select "Item not as described" rather than "Changed my mind" or "Doesn't fit". eBay routes SNAD claims through Money Back Guarantee automatically.

3. Write a clear SNAD description

eBay's claim form asks for a description. Be specific:

• "The listing photos show [specific feature], but the item received has [different feature]."
• "The listing title says 'authentic leather', but the item is clearly synthetic (see attached photo)."
• "The item was sold as 'size 10', but the label inside shows 'size 8'."

Avoid emotional language. Stick to factual comparison.

4. Upload photo evidence

eBay accepts up to 10 photos. Use them:

• 2-3 photos of the listing (from your saved screenshots)
• 2-3 photos of the item received
• 2-3 comparison photos side by side
• 1 photo of the shipping label

5. Request a full refund

eBay gives you three options:

• Full refund (most common for SNAD)
• Partial refund (you keep the item)
• Replacement (seller sends the correct item)

Select "Full refund" for clear SNAD cases.

6. Wait for seller response (3 business days)

The seller has 3 business days to:

• Accept: eBay issues the refund automatically.
• Offer a partial refund: You can accept or decline.
• Dispute / no response: eBay's Money Back Guarantee team reviews the claim and decides within 48 hours.

7. Escalate if needed

If eBay's decision is unfavorable, you can request a final review via: eBay > Purchase History > [order] > Request final review from eBay

This goes to eBay's Trust & Safety team. They review within 5-7 business days. Decision is usually final.

What to write in your SNAD claim letter

Strong SNAD claim letters include:

1. Specific discrepancy: Quantify the difference (size, weight, color shade, condition grade).
2. Listing citation: Reference the exact text or image from the listing that was misleading.
3. Resolution request: Full refund + return shipping label at seller's expense.
4. eBay policy citation: Reference Money Back Guarantee Section 3 (item does not match listing).

Our AI extracts eBay's Money Back Guarantee language and writes a polite but firm letter. Generate my eBay SNAD claim letter

What counts as "significantly not as described"

eBay's threshold for SNAD is "materially different from the listing":

• Counts as SNAD: Wrong brand/model, undisclosed damage, wrong size/color not described as such, counterfeit, missing major features.
• Does not count: Minor cosmetic differences, slight color variations between photos and reality, "buyer's remorse", items correctly described but that the buyer didn't read carefully.

For borderline cases, eBay usually sides with the buyer if the listing was vague or had multiple photos that set high expectations.

What if the seller claims the item was correctly described?

Common seller defenses:

• "All sales final, no returns"
• "Item was in the condition described"
• "Buyer is remorseful"

None of these are valid against a clear SNAD claim under Money Back Guarantee. If the seller disputes, eBay's Trust & Safety team reviews the evidence and typically sides with the buyer for clear cases.

Common mistakes to avoid

• Filing as "Changed my mind" instead of "Not as described" - this routes the claim through the seller's return policy (which may exclude returns).
• Not including the original listing screenshots - eBay's review team relies on these.
• Accepting a partial refund without checking the numbers - some sellers offer 10-20% partial refunds which is far less than the full refund you would get through MBG.
• Waiting more than 30 days - Money Back Guarantee window is 30 days from delivery.

FAQ

Q: Does eBay charge return shipping for SNAD? A: No. For SNAD claims, the seller covers return shipping via eBay's prepaid label system.

Q: How long does eBay take to decide a SNAD dispute? A: After seller response (3 business days), eBay's review is typically 48 hours. Final reviews take 5-7 business days.

Q: Can I leave negative feedback if I win the SNAD claim? A: Yes. You can leave factual feedback even after winning the claim. eBay removes feedback only when the seller requests removal and it's deemed retaliatory.