After you've made a sale on eBay, it’s usually a smooth process to complete the transaction with the buyer, but sometimes you might find yourself in a situation where the buyer hasn't yet paid for the item they bought. If that happens, contact the buyer to try and resolve the issue, but we're always here to step in and help if needed.
While we all try to avoid it, sometimes things can go wrong with a transaction. If your buyer has an issue with a purchase, contact them to try and work things out. If you can't come to an agreement, we're here to help.
How to avoid disputes
Here are some tips to help you avoid potential issues with your buyers.
When listing your item
- Make sure your item descriptions are accurate. Include photos, and highlight any scuffs or blemishes
- State your returns policy clearly in your listing
- Respond to any questions as quickly as you can
- To help you get paid quickly and avoid unpaid item claims, set your payment preferences to require immediate payment on Buy It Now or Auction Buy It Now purchases
After your listing ends
- Use a postal carrier that provides tracking information, and uploading tracking details. This helps protect you in case a buyer claims they didn't receive the item. If you buy and print postage labels on eBay, tracking information is uploaded automatically
- Keep copies of any proof of your item's authenticity
- Make sure you receive the buyer's payment before you post the item
How to resolve disputes
If something has gone wrong with a transaction, first contact the buyer to try and work things out. If the buyer asks to return the item or reports that they didn't receive it, it's important to respond promptly to the request.
Asking eBay to step in
If you're unable to resolve an issue with a buyer, you can ask us to step in and help. We'll review the details of the case and make a decision within 2 business days.
You can check the status of any open cases in the Resolution Centre - opens in new window or tab.
How to appeal a case
If you're not happy with our decision on a case, you have 30 days to appeal. You'll need to provide new information in your appeal, which can include:
- Tracking details showing the buyer received the item
- Photos and/or documentation showing the item matches the listing description
- Proof you refunded the buyer before the case was closed.
To appeal a decision, go to the Resolution Centre - opens in new window or tab and select See case details beside your case, then Appeal.
Once we've received your appeal, we'll review the additional information and get back to you with a final decision within 48 hours.
When creating your listing, make sure to provide a detailed description of your item and a clear statement of your returns policy. This will help you avoid problems, but if something does go wrong, we're always here to help.
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