Enhanced payments dispute process

We've increased text and file limits for challenging payment disputes, so it's easier to make your case

We’ve enhanced the payments dispute process so you can challenge payment disputes more effectively

Benefits of the improved experience

We’ve listened to seller feedback and refined the payment dispute resolution process so  you can provide comprehensive details to support your case and challenge the payment dispute effectively. Uploading multiple files enables you to include essential evidence to strengthen your case. The information you provide may increase your chances of qualifying for seller protections, safeguarding you against unwarranted losses.

FAQ

You can add up to 1000 characters to explain the reasoning behind your challenge to the payment dispute.

You can upload up to 5 separate files of supporting documentation in .jpg, .jpeg or .png format. Please note that the total size of all files must not exceed 1.75 MB. Our system automatically compresses files to help you stay within the limit.

We’ll submit the material you provide along with any relevant details available on eBay to the buyer's payment institution to defend the dispute. Additionally, we may also use the provided information to determine your eligibility for seller protections.

Providing additional evidence may strengthen your case. For guidance on challenging disputes, refer to our resources on payment disputes.

Yes. If you’re eligible for seller protections, the documentation you upload during the payment dispute process will be taken into consideration. 

You have 5 calendar days to respond to a payment dispute. You can view payment disputes in My eBay Sold or Requests and disputes in Seller Hub. 

If you don’t respond or provide evidence within the required timeframe, we may handle the payment dispute on your behalf using the internal information available for the transaction.

We’d like to give you the opportunity to provide any additional relevant information that you may not have previously shared. Supplemental documentation or text can assist the buyer’s payment institution in reaching a decision on the payment dispute.

Reviewed by Jason, member of the eBay seller panel

“Being able to offer more documents and to explain in greater detail about how the transaction occurred and was treated, before and after the sale, is helpful in sharing our side of the transaction in order to challenge the dispute. Previously it was difficult to challenge these disputes with limited documentation, now with increased file upload and character limits I feel we can now thoroughly explain and support our challenge”