Are you a seller? Read our article on appealing a decision as a seller
Information you'll need when appealing
If you want to appeal the decision on a case, you'll need to provide new, additional information to back up your appeal. This can include things like:
- 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
Tip
When you make an appeal, we'll review the case and any new information you provide and come back to you with a final decision. Normally we'll get back to you within 48 hours, though occasionally it can take a little longer.