Topics in the article
All the ways you’re covered when you sell on eBay
How to set buyer requirements or block individual buyers
How to handle Item not received issues
How to ask eBay to step in and help
Best practices to avoid issues with buyers
How to handle payment disputes
Protections for all sellers
If eBay finds a buyer's behavior is abusive, it will take action on the buyer and remove negative and neutral feedback and defects, including opened cases in service metrics. In serious cases or repeated abusive behavior, eBay may suspend the buyer's account.
Example situations:
- An item is returned after it was used or damaged by the buyer
- A buyer retracted their bid or didn't pay
- A buyer demanded something not offered in the original listing
You can assist eBay and Report a buyer clearly describing what they are doing. This will help eBay investigate potential policy violations and take actions to protect you and the whole eBay community.
All the ways you’re covered when you sell on eBay
How to set buyer requirements or block individual buyers
1.
First of all, keep an eye out for messages from your buyers and respond promptly. This is the best way to try to resolve any issues before they become official cases.
2.
The issue hasn't been solved? Your buyer can open a request — that is, officially notify eBay about the problem. The buyer can open a request if:
- The item hasn’t arrived
- The item arrived, but it is not as described (or faulty, damaged, missing parts or pieces)
3.
Once a request has been opened, you have 3 business days to resolve the issue. Depending on the circumstances of the request, you can:
- Provide tracking, if you haven’t done so already
- Refund the buyer the full amount including the original shipping costs
- Send a message to the buyer If you’d like to speak directly, i.e. to offer a replacement
4.
If you can’t resolve the buyer’s issue, or disagree with their reasons for opening a request, the request may become a dispute. You can ask eBay to help if necessary, and buyers can also ask eBay to help if they are not satisfied with the resolution offered.
You don't have to ask eBay to step in immediately after the 3 business days though – if you're still working things through with the buyer, you generally have up to 21 business days.
5.
Then eBay will review the details, and aim to resolve it in the fairest way possible. You and the buyer can expect to receive a resolution within 48 hours.
6.
If eBay determines that you are responsible for providing a refund to the buyer, it will issue the refund and then seek reimbursement from you.
Please note that you will not receive fee credits, and the case will be counted as “closed without seller resolution”, which can affect your seller performance level.
7.
If you disagree with the resolution, you can appeal by providing new information within 30 calendar days of the case being closed.
How to handle Item not received issues
How to appeal a defect
How to ask eBay to step in and help
How to appeal case outcome
Payment disputes
If your buyer is unhappy with the order, they may open a dispute with their payment institution (PayPal, credit card provider, etc). For example, the buyer changed their mind or didn't receive their item — and initiates a chargeback.
In this case, the payment institution will handle the process with the buyer and make the final decision regarding the refund. Depending on the circumstances, you may need to cover the cost of the refund and/or pay a dispute fee.
Important nuances:
- Buyers cannot use more than one resolution method to get a refund. If a buyer opens a dispute, an open order cancellation, or reports that an item hasn't arrived, any return requests or eBay Money Back Guarantee cases for the same transaction are immediately closed
- When a dispute is opened, you'll receive a notification from eBay. You must respond to the dispute within 5 calendar days of receiving the notification.
How to handle payment disputes
Payment dispute seller protections
Frequently asked questions
How do I appeal a case?
If a case is closed in the buyer’s favor, you can appeal the decision by providing the appropriate documentation — including any new information or communication between you and the buyer within 30 days from the day the case is closed. If the decision is reversed, your final value fee will be refunded. Additionally, any defects for the transaction will be automatically removed.
You can appeal cases that were “closed without seller resolution” from the transaction defect report in your Seller Dashboard. Learn more
I sold an item but the buyer hasn’t paid. What should I do?
If you haven’t been paid for an item you sold, start by communicating directly with the buyer via Messages in My eBay. This will provide a documentation trail in case the issue is ever escalated to eBay.
If you can’t work things out with the buyer, you can cancel the transaction. Learn more
When should I ask eBay to help after the sale?
Always try to work out all issues with your buyer. If you cannot resolve the issue, ask eBay to step in and help. If eBay finds on behalf of the buyer, you could receive a defect. Learn more
How will I know what to do to comply with a policy?
If eBay flags a potential policy issue, it will notify you through email and My eBay messages of the activity that isn’t following the policy and the steps you will need to take to comply with the policy. eBay understands that inadvertent mistakes can happen. And if they do, it will help you fix them.