Manage Common Selling Issues with Seller Help
Seller Help is a self-service resource that lets you conveniently manage refunds, returns, “Item not received” and “Item not as described” cases, and other common selling issues all in one place. Seller Help can be accessed from desktop and mobile devices, and offers a simple and intuitive interface so you can address selling issues without delay.
With Seller Help, you can:
- Manage refunds, returns, and “Items not received” and “Item not as described” cases all in one place.
- Submit requests to eBay to review feedback and defects for removal.
- See your recent policy notifications, including anything that went wrong and what you will need to do to correct an issue.
- Report buyers who abuse eBay policies.
Start using Seller Help
Step 1. Click on “Try it now.”
Step 2. Select a Seller Help option.
Step 3. Example—Manage your Returns and refunds.
Seller Help FAQs
- How do I access Seller Help on a mobile device?
You can access Seller Help in the eBay app or through your browser at eBay.com. Learn more about accessing Seller Help on a mobile device.
- How do I access Seller Help on desktop?
You can access Seller Help by entering ebay.com/sellerhelp into your desktop browser. Or you can find Seller Help by going to “Help & Contact” at the top of any eBay page and clicking the “Try it now” link on the Seller Help banner.
- How is Seller Help different from Seller Hub, My eBay, or the Resolution Center?
Seller Help is a self-service resource to manage your refunds, returns, and “Item not received” and “Item not as described” claims in one convenient location. We’ll add more functionality in the future, such as managing unpaid items, canceled transactions, and chargebacks. As before, you can use these features in Seller Hub, My eBay, and the Resolution Center. Seller Help gives you an easier way to access all the functionality in one place.
- Do I have to use Seller Help?
No. You can still use Seller Hub, My eBay, and the Resolution Center, just as before. However, the same functionality is available in Seller Help. If you find that Seller Help isn’t for you, there’s no need to opt out—simply stop using it.
Customer service tips
- Let buyers know when their purchase will arrive
Keeping your buyers informed about the status of their shipment is one of the most important aspects of their online shopping experience and reduces Item Not Received claims.
Satisfy your buyers by
- Setting accurate handling times. The handling time you set for each listing is a commitment to buyers to get orders to your shipping carrier on time. It’s important to stick to your handling time and to set handling times you know you can make. You may wish to adjust your handling time during busy seasons or popular promotions.
- Uploading tracking information. You are required to upload tracking in the structured data field before the estimated delivery date has passed in order to appeal an "item not received" claim. eBay will not protect you from a claim if you send the tracking number to the buyer via email. Without tracking information, eBay can’t protect you because we won’t be able to confirm your item was delivered. eBay labels uploads tracking automatically. Some shipping services don’t add or integrate tracking at all, and manually uploading tracking can lead to errors.
- Offer a generous returns policy
It’s no surprise that shoppers are more likely to buy an item when they’re confident they can return it if they need to. That’s why offering a generous return policy makes good business sense.
Learn how a strong policy gives you the edge and how easy it is to set one that makes your life easier.
And now, you can automate more of the return process, like automatically approving certain kinds of returns or issuing refunds, so you can keep business moving.
- Create clear and accurate listings
Writing a clear description and including great photos means your buyer know what they’re ordering.
Learn to create listings that sell and satisfy customers!
- Set up payments to avoid unpaid items
- For your auction listings, offer a Buy It Now price, which requires immediate payment.
- To save time and effort in resolving unpaid items, use the Unpaid Item Assistant, which allows eBay to automatically open and close cases on sellers’ behalves.
- Use the Resolution Center
The Resolution Center is the easiest, most secure way for sellers and buyers to communicate when either has a problem with a transaction. Use it to open cases, communicate with buyers, and resolve problems.