We’ve made the resolution process easier for buyers and sellers
Recent updates to the eBay Buyer Protection process gives sellers the opportunity to resolve questions and transaction issues with buyers before they can be escalated to eBay Customer Service for review.
Here’s how the process works
- Buyers must contact sellers first through the Resolution Center about questions or issues with an item not received or item not as described.
- A case is automatically opened in the Resolution Center. Please note: open cases do not 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.
Built-in seller protection throughout the resolution process
- Open cases do not count. Only cases that are escalated to eBay for review and are closed in favor of the buyer will affect your seller performance ratings.
- Protection when shipping within stated time: if a buyer claims that they did not receive an item, the related eBay Buyer Protection 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 the stated handling time), and the recipient’s address.
- Any buyer feedback (positive, neutral, and negative) along with detailed seller ratings will be removed promptly from transactions in which an eBay Buyer Protection case is resolved in your favor by eBay.
- eBay monitors transactions proactively to identify, warn, and restrict buyers who file an unusually high number of cases. You can track the number of times eBay Buyer Protection cases have been removed from your account as a result of these actions in your Seller Dashboard