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Improve performance by solving problems
In this article
In this article

When things go wrong

Most transactions go smoothly, but sometimes things go wrong. For example, damaged or lost items, shipping delays, and other problems can occur. By staying calm and working with the buyer, you can help improve your buyer's overall impression of the transaction, and avoid:

  • Cases where a buyer didn't receive the item, or a buyer says the item doesn't match the description in your listing

  • Negative or neutral Feedback

Solving common problems

Common problems

Solutions

Item is out of stock

  • Let the buyer know immediately that the item is unavailable for delivery. Offer to send a refund or let them know when the item will be available for shipment.

  • Offer a partial refund in situations where the buyer is inconvenienced by the delay.

  • Communicate with the buyer quickly and offer options to resolve the problem.

Item delivery is delayed

  • Contact the buyer right away to let them know there may be shipping delays, and provide updates if possible.

Tip:  By including tracking information, you can provide your buyer with more detail on the item's shipping status.

Item arrives damaged or is not as described

  • If a buyer reports an item has arrived damaged or not as described, offer to resolve the issue immediately. You can:

    • Offer an immediate refund.

    • Offer to ship a replacement item if available.

    • If parts or accessories are missing, offer to ship them immediately, offer a discount, or send a postage-paid box for return shipping.

    • If the wrong item was sent, send a replacement item immediately, and include a postage-paid box for return shipping.

Remember, you are responsible for ensuring the item arrives to the buyer safely, so try to resolve the issue quickly without inconveniencing the buyer.

The number of eBay Money Back Guarantee and PayPal Purchase Protection cases opened on your transactions and closed without seller resolution can affect your seller status. Learn more about case requirements in the Understanding the Seller Dashboard section of the Seller Dashboard help page.

 

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