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Responding to cases on international eBay websites
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In this article


If you sell on international eBay websites, you may occasionally run into issues with a buyer from an international site. The process for resolving selling problems is similar no matter which eBay website an item is purchased from.

Responding to a case on an international eBay website

If you receive a case from a buyer who purchased your item from an international eBay website (for example, eBay.ca or eBay.fr), we'll notify you by email.

To respond to the case, click the link in the email and sign in to the website where the buyer purchased the item. Your user ID and password remain the same.

You can also go to the Resolution Center on the international eBay website and follow the instructions in the Your cases section.

eBay.co.uk and eBay.de resolution timelines

eBay Buyer Protection on eBay.de and the eBay Money Back Guarantee on eBay.co.uk timelines differ from the timeline for the eBay Money Back Guarantee on eBay.com

If you receive a case from a buyer who purchased an item on either eBay.co.uk or eBay.de, there are a few things to keep in mind:

  • Buyers have different timelines for opening cases. Buyers on eBay.co.uk and eBay.de must wait at least 10 days from an item's estimated arrival date to open a case if they have not received an item. (Buyers on eBay.com must wait 7 days from the estimated arrival date before opening a case.)

  • Sellers have different timelines for responding to cases. After receiving a case, sellers must respond to the case:

    • Within 10 days for eBay.de (Germany)

    • Within 8 days for eBay.co.uk (UK)

    • Within 3 business days for eBay.com (US)

Additional information

Some sellers outside the US agree to reimburse eBay (if eBay refunds a buyer) when they sign up to list an item on the US site, eBay.com. Learn more about reimbursement.

Learn more about resolving cases when:

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