Unpaid Item Assistant
In this article
Overview
In addition to improving the unpaid item process to make it faster and easier, we're pleased to introduce Unpaid Item Assistant. Unpaid Item Assistant allows eBay to open and close unpaid item cases automatically on a seller's behalf, saving the seller valuable time and energy.

At this time, Unpaid Item Assistant is available to a limited number of sellers. We're planning to extend Unpaid Item Assistant to the majority of sellers by the end of the year.
How it works
If you use the standard unpaid item process, you can open a case manually in the Resolution Center if it's been 4 or more days and you haven't received payment.

Unpaid Item Assistant will automatically open a case if a buyer hasn't paid within the amount of time that you've specified in your preferences (4, 8, 16, 24 or 32 days after the sale date).



Once the case is open, eBay sends the buyer an email explaining that the case is open and the buyer has 4 days to pay.
  • If you receive payment from the buyer at any point during the 4 days after the case is opened, Unpaid Item Assistant will close the case. No final value fee credit will be given and the unpaid item won't be recorded on the buyer's account.
  • If you don't receive payment from the buyer within 4 days of when the case was opened, Unpaid Item Assistant will close the case. You'll automatically receive a final value fee credit and you'll be free to relist the item at any time. The unpaid item will be recorded on the buyer's account.
If—at any point during this process—you decide you're willing to give the buyer more time to pay, you can turn off Unpaid Item Assistant for a particular transaction.
Feedback and Unpaid Item Assistant
Unpaid Item Assistant offers protection against neutral and negative Feedback. Once Unpaid Item Assistant opens a case, buyers aren't permitted to leave Feedback on the transaction until the case is closed with payment received.
Restrictions
  • Safe online payment system
    In order to open a case automatically, Unpaid Item Assistant has to be able to detect whether or not the buyer has paid. Currently, Unpaid Item Assistant works for listings that use eBay Checkout. If you use another checkout service, contact the vendor to see if Unpaid Item Assistant is supported. Listings must accept safe payments exclusively–that means local pickup isn't currently supported (if local pickup is offered as an option, the listing won't be eligible for Unpaid Item Assistant).
  • Coordination with combined payments
    If you offer combined payments, Unpaid Item Assistant won't open a case earlier than the last day on which you'll accept combined payments. For example, if buyers are allowed to make combined payments for up to 30 days, Unpaid Item Assistant will be set to open cases 32 days after the sale (this is the default setting). If you'd like to set Unpaid Item Assistant to open cases sooner, you'll need to first update your combined payments preference.
  • Cases that are already open
    If you have cases open at the time you turn on Unpaid Item Assistant, you'll need to manually close those cases.
  • eBay Motors
    Currently, Unpaid Item Assistant isn't available for eBay Motors vehicle purchases. If you've sold a vehicle and haven't received payment, you'll need to open and close the case manually. (eBay Motors Parts & Accessories categories do support Unpaid Item Assistant.)
If Unpaid Item Assistant is turned on, it will work for all listings that meet these requirements. If a particular listing doesn't meet the requirements for Unpaid Item Assistant, you can still use the standard (manual) unpaid item process if you need to open a case.
Setting your preferences
To turn on Unpaid Item Assistant, you'll need to update your preferences. Here's how:
  1. Go to Unpaid Item Assistant preferences (on the main Site Preferences page under Selling Preferences).


  2. Click the button next to Yes – I want Unpaid Item Assistant to open and close cases on my behalf, then use the pull-down menu to select the number of days you'd like Unpaid Item Assistant to wait before opening a case.

    Note: If you want to use one of the lower settings and you don't see it in the pull-down, it means you need to update your combined payments preference.


  3. Indicate if you'd like to receive notifications from eBay when Unpaid Item Assistant opens or closes a case.


  4. Click Save to update your preferences.
To turn off Unpaid Item Assistant off for all future transactions:
  1. Click the button next to No thanks – I'll use the standard unpaid item process as needed, opening and closing cases manually.
  2. Click Save.
Turning off Unpaid Item Assistant for an individual transaction
There may be times when you want to turn Unpaid Item Assistant off for a particular transaction.

Examples:

  • A buyer contacts you to request an extra few days to pay and you're willing to accommodate him.
  • You have an established relationship with a particular buyer and you don't mind if she takes longer to pay.
  • You want to offer combined shipping for the item.

After Unpaid Item Assistant opens a case, you can turn it off for that transaction to prevent the case from closing automatically. When you turn Unpaid Item Assistant off for a particular transaction, the case will remain open until you close it yourself in the Resolution Center. You can close the case up until 36 days after the sale date and you'll still get a final value fee credit if no payment is received.

In this example, the seller has set up Unpaid Item Assistant to open cases 16 days after the sale date.


Note: Once you turn off Unpaid Item Assistant, it's not possible to turn it back on for that transaction. The case will follow the standard unpaid item process and you'll need to remember to close it manually.

To turn off Unpaid Item Assistant for a specific transaction:



  1. Locate the item in the list of cases.
  2. Click the "Take action link" and select "Turn off UPI Assistant" from the pull–down menu.
If you have questions about Unpaid Item Assistant, please contact us.