If your buyer has requested a return or let you know about an issue with their purchase and you can't resolve things for them, you can ask eBay to help.
Once eBay steps in, it'll review the details and get back to you and the buyer within 48 hours.
When you can ask eBay to step in
Once the buyer has let you know that they have an issue, you have 3 business days to respond with a resolution. After that, if the matter hasn't been resolved, either of you can ask us to step in and help.
You don't have to ask us 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 after the request was opened to ask us for help.
If any issues come up after an item is returned to you, you'll be able to report the problem and ask eBay to step in and help.
How to ask eBay to step in
You can ask eBay to step in from the Returns & Refunds section of Seller Help.
- Simply select Take Action beside the item.
- And then Ask eBay to step in.
You can also ask eBay to step in and help from Seller Hub or from My eBay Sold.
- Go to Orders in Seller Hub and open the Returns or the Requests and disputes tab.
- Select See details next to the request.
- If you want eBay to help, select Report problem and follow the instructions from there.
What happens after eBay steps in
eBay'll review the details of your case and will aim to resolve it in the fairest way possible. It normally comes back with an answer within 48 hours, though occasionally it might take longer if it needs more information.
Once eBay's found a resolution, it'll let you and the buyer know the outcome and anything else you need to do. For example, eBay may ask the buyer to return the item to you in these situations:
- eBay can't determine that the item received by the buyer matches the listing description
- You offer returns and your stated return policy applies
- You already offered to accept a return
If eBay determines that you've met your obligations to the buyer, the case will be closed and you won't need to do anything else.
If eBay determines that you are responsible for providing a refund to the buyer, it'll issue the refund and then seek reimbursement from you. You won't receive fee credits if this happens, and the case will be counted as "closed without seller resolution", which can affect your seller performance level.
For more information about how eBay decides the outcome of a case, see the eBay Money Back Guarantee policy.
If you don't agree with eBay’s resolution, you can appeal by providing new information within 30 calendar days of the case being closed.
Top Takeaway
eBay recommends trying to resolve the buyer's issue within 3 business days. After that, it can step in and help. However, if eBay determines you were responsible for providing a resolution to the buyer, your seller performance level may be affected.