Recent updates to the eBay Buyer Protection process ensure that sellers have the opportunity to resolve transaction issues with buyers before they can be escalated to eBay Customer Service for review.
Buyers must contact sellers first through the Resolution Center about issues with an item not received or item not as described.
A case is automatically opened in the Resolution Center but open cases no longer affect a seller's performance rating or Top Rated Seller status.
Sellers have 3 business days to respond to the buyer.
The Resolution Center has all related buyer communications and the tools sellers need to respond.
Buyers can escalate the case to eBay for review if seller has not resolved the issue after 3 business days.
Only cases that are escalated to eBay for review and are closed in favor of the buyer will affect seller performance ratings.
Best practices to help ensure your transactions go as smoothly as possible.
See how great customer service can increase buyer satisfaction and protect you as a seller.