2 min article
Appealing a decision as a buyer

If you don’t agree with our decision after we've stepped in to help resolve an issue between you and a seller, you can appeal by providing new information within 30 days of the case being closed.

Here's how to appeal a decision:

  1. Find the item in your Purchase history - opens in new window or tab, and select See case details.
  2. Select Send us an appeal.
  3. Fill in the details and select Submit.

You'll need to provide new information in your appeal, such as:

  • Photos showing that the item doesn't match the listing description
  • Tracking details showing that the seller received the item you returned
  • Proof that your item was delivered to the wrong address
  • A copy of a police report if applicable

We'll review the new information and get back to you with a final decision. This usually takes up to 48 hours, although it can be a little longer in some circumstances.

Make sure to start your appeal within 30 days of the case being closed.

Appeal your case
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