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Resolving transaction problems in the Resolution Center

If you ever have a problem with a sale, eBay is here with resolution guidelines, programs, and services to help you get the best outcome possible.

Note: Unpaid item cases are handled differently from other Resolution Center cases. Use the unpaid item process if you're a seller whose buyer hasn't paid, or if you're a buyer who's been notified of an unpaid item case.

If you have a problem regarding Feedback or identity theft, use the Contact Us links in Help instead of the Resolution Center.

First, try communicating with your trading partner

Most problems are best resolved with early and direct communication between the buyer and seller. Contact your trading partner to discuss the issue by phone or email. Check out our tips for communicating with your trading partner—they'll help you resolve issues as quickly and easily as possible.

Working it out in the Resolution Center

If you're not able to work it out directly with your trading partner, you can open a case in the Resolution Center. eBay then contacts your trading partner and helps you both discuss, track, and resolve your case.

As a buyer, the Resolution Centre will help you when:

  • You pay for and receive an item, but it doesn't match what was described in the listing. For example, the listing says it's new but it looks used, or the listing says it's a book, but it's a DVD.

  • You pay for an item but don't receive it.

  • If you paid with PayPal, you'll automatically be directed from eBay to the PayPal Resolution Center, and you may be covered by PayPal Buyer Protection. You can also go directly to the PayPal Resolution Center.

As a seller, the Resolution Center will help you when:

  • You want to cancel the transaction.

  • You sold an item but haven't received payment. Use the unpaid item process if a buyer doesn't pay.

Timing is important

If someone opens a case with you, it's important to respond quickly and work with your trading partner to resolve the problem. Most issues have a window for when you can open cases, be credited for certain fees, or be eligible for buyer protection. You'll receive this information when you file a case.

If you don't address your trading partner's concerns or don't respond within the time specified, the case could be escalated to our Trust and Safety team. 

  • If you're a buyer, you have 4 days to pay for an unpaid item once you've been notified. If you don't respond, the unpaid item could be recorded on your account, which can lead to restrictions or suspension of your account.

  • If you're a seller, you have 10 days to respond to a case for items not received or that don't match the listing description.

Note: If you need to refresh your memory about the item that the case refers to, click the View purchased item link to go to the description of the item that was purchased.

Responding to the correct version of the listing

It's possible that the seller has listed more than one version of a listing. To make sure that your case is for the correct version, click the View purchased item description link in the Item details box.

Responding to a case

To respond to a case:
  1. Your trading partner submits a case through our Resolution Centre.

  2. You receive an email from eBay describing the case.

  3. Read about the issue and click Respond Now.

  4. The Resolution Centre – Case details page appears. Fill in your information and click Submit response.

  5. You receive a confirmation that your response has been sent to your trading partner.

  6. Keep communicating until you've resolved the case.

    • To help yourself, your trading partner, and eBay keep track of your communication, respond to the case only as indicated by the emails through the Resolution Center system.

  7. Track the case in the Resolution Center.

Contact Customer Service

If you have an additional question about this subject, email us at Customer Support.
If you would like to ask a question on another subject, please use the Contact Us page.

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