eBay Resolutions

We've made a big move to bring buyers and keep them on eBay with the new eBay Buyer Protection Program. All over eBay, buyers now see this message encouraging them to buy on eBay with the same confidence, assured satisfaction, and quick response they expect from a trusted retailer. Here's a guide to what the new program means for you as a seller.

• Highlights—Learn how the process works
• How you'll know if you have a case
• Take Action: Resolve Issues promptly
• Frequently Asked Questions
• Best practices for delivering great service and avoiding claims

eBay Buyer Protection streamlines the process for both buyers and sellers when buyers have an issue with a transaction: View video overview

Buyers can shop with complete confidence, knowing if they don't receive their item, or it's not as described in the listing, a quick response and a satisfactory resolution is at hand.

• As a seller, you know your buyers are encouraged to contact you first. And if one of your buyers does file a case through eBay Buyer Protection, we let you know right away through the Resolution Center in My eBay and via email. You have 3 business days to respond before eBay gets involved.
  
  
• If you issue a refund before your buyer escalates, your Final Value Fees are automatically refunded.
  
  
• As a seller committed to great communication and service for your customers, you're now assured that other less responsive sellers aren't driving buyers away. eBay is here to help.

eBay Seller Protection—we're here for you too.

See a complete overview of eBay Seller Protection, including best practices for avoiding and responding to cases and dealing with suspected buyer abuse.

How you'll know if you have a case

Because buyers can submit cases through eBay or PayPal, watch for incoming emails from eBay about resolution issues, and continue to monitor the existing PayPal Resolution Center. You'll be able to see and link to cases opened through eBay or PayPal on your Seller Dashboard.

If you have been notified of a problem with one of your transactions, make sure to act promptly. You have up to 3 business days to respond before eBay gets involved. These emails will be sent to your My Messages inbox in My eBay and to the email account you have on file with us.

If we refund a buyer and the buyer paid with PayPal, we'll automatically deduct the amount from your PayPal account. Another reimbursement method will be required if the buyer hasn't paid with PayPal or if there are insufficient funds in your PayPal account. Click here to update your account now to add an alternative method or change your preferred reimbursement method.

How To:

• Respond to a case when your buyer doesn't receive an item
• Respond to a case when the item doesn't match the listing description
• Receive a returned item and refund your buyer