Case resolution made easy

Our policies protect you

2018 Spring Seller Update    See What’s New

How the Process Works


Open a request

Buyers must first contact sellers through the Resolution Center about any questions or issues with items either not received or not as described.


Use the tools

The Resolution Center provides the tools and buyer communications you need to respond. We recommend sellers respond to buyer questions in 3 business days.


Stay up to date

Read our seller updates to learn about upcoming changes to the resolution process and after-sale experience. Buyers can escalate the request to eBay for review if the seller has not resolved the issue after 3 business days.

eBay Protects You Throughout the Resolution Process

  • Protection when shipping within your stated time: If a buyer claims that they did not receive an item, the related eBay Money Back Guarantee case will be found in your favor if you shipped within your stated handling time and provided tracking information (with signature confirmation for transactions of $750 or more) before the case was escalated to eBay.
  • To be protected, the tracking information will need to show proof of delivery from a shipping company that clearly displays the delivery status of the item as “delivered,” the date of delivery (which reflects that you shipped within your stated handling time), and the recipient’s address.
  • Any buyer feedback (positive, neutral, and negative) along with detailed seller ratings [DSRs] will be removed promptly from transactions in which an eBay Money Back Guarantee case is resolved in your favor by eBay.
  • eBay proactively monitors transactions to identify, warn and restrict buyers who file an unusually high number of cases. You can track the number of times eBay Money Back Guarantee cases have been removed from your account as a result of these actions in your seller dashboard.

Have a Question about Seller Protection?

Find the info you need in our FAQ center.

See seller protection FAQs