Customer Service and Issue Resolution

Providing Customer Service on eBay

Providing great customer service will lead to a better experience for your buyers, improving your Feedback score and customer ratings. Great customer service on eBay includes:

  • Communicating With Buyers
  • Handling Returns
  • Setting up Buyer Requirements
  • Managing Your Business Policies

Customer Service Tips

Provide accurate item descriptions and photos, including any flaws
Clearly outline your payment, postage and return preferences
Post items quickly and make sure your handling time is accurate
Upload tracking information to My eBay so buyers know when their item will arrive
Respond to questions and enquiries promptly
If you have an issue or delay, let your buyer know as soon as possible

Communicating With Buyers

We help you communicate with buyers efficiently and effectively through a number of tools.

  • My eBay automated emails: We’ll send automated My eBay messages to your buyers when they make a purchase, to remind them to pay, provide tracking you’ve uploaded, and ask them to leave Feedback
  • Pre-Answered Questions: When buyers click Ask a Question in your listing, you can choose to show them a set of pre-answered questions. Providing answers to common questions upfront will save you time by reducing enquiries, both before and after a purchase.

Handling Returns

When a buyer asks to return an item, your options for responding to the request depend on the reason they're returning the item, and the return policy you stated in your listing. You can set up your returns policy via business policies in My eBay.

You have 3 business days to respond to the request and resolve the buyer’s issue. If the buyer is satisfied and doesn't contact us for help, the return won't count as a defect. We’ll only count a return request as a defect if we’re asked to step in and help with an issue, and we find that you were responsible.

We’re here to help. If a buyer isn’t following our rules, you can report the buyer. If you weren’t able to reach an agreement, you can ask us to step in and help.

Visit eBay Help to learn more about setting up your returns policy

Managing Customer Claims

From mid-April 2021, you'll be able to manage all your post-sale claims and cases through Seller Hub or My eBay Sold, instead of using the eBay Resolution Centre. 

You’ll be able to view and manage all returns, Item Not Received requests, order cancellations, payment disputes as well as eBay Money Back Guarantee claims in one place. 

Please note: Most of your recent cases and claims will be visible in Seller Hub and My eBay. You may find older cases and claims that have been closed are no longer available.

Setting up Buyer Requirements

You can use buyer requirements to help reduce your exposure to buyers who make transactions more difficult or expensive. Go to Buyer management in My eBay to get started. 

Additionally, if you don't wish to sell to certain eBay members, you can block specific bidders or buyers from your listings. Once placed on a blocked list, a member won’t be able to buy or bid on your listings.

Managing Your Business Policies

Creating policies gives you the flexibility to include different preferences depending on what you’re listing, so you don’t need to specify individual preferences every time you list. There are three types of business policies:

  1. Payment policies

  2. Postage policies

  3. Return policies

You can set up and manage your business policies in My eBay.