2 min article

Appeal eBay’s decision about a return or missing item for sellers

If you don’t agree with our decision after we’ve stepped in to help resolve an issue between you and your buyer, you can appeal by providing new information within 30 days of the case being closed.

Whenever we’re asked to step in and help with an issue, we do our best to come to the fairest decision. Sometimes, though, you might not agree with our decision, especially if there’s additional information you can provide for consideration.

When you make an appeal, we’ll review the case including any new information you provide, and come back to you with a final decision. We’ll normally get back to you within 48 hours, though occasionally it can take a little longer.

If you’ve received feedback from a buyer that you don’t think is accurate or fair, take a look at our article about disputing feedback.

Information you’ll need when appealing

You’ll need to provide new, additional information to back up your appeal. This can include things like:

  • Tracking details showing the buyer received the item (if the item sold for more than $750, signature confirmation is required)
  • Proof that a returned item was delivered to the wrong address or lost in the mail
  • Documents showing the item matches the listing description
  • Proof the buyer received a refund before the case was closed

You can appeal a decision at any time within 30 days of the case being closed.

How to appeal a decision

To start an appeal, follow these steps:

  1. Go to your Seller Dashboard - opens in new window or tab.
  2. Expand Closed without seller resolution to see your options.
  3. Select See cases and find the item in the list.
  4. Select See details and then send us an appeal.

Handling payment disputes as a managed payments seller

In some situations, a buyer may ask their bank or other financial institution to open a payment dispute if they believe there’s an issue with their order. Payment disputes can take the form of a chargeback or other type of dispute, such as a PayPal dispute. For more information on how to handle these requests as a managed payments seller, and how eBay can help, take a look at handling payment disputes as a managed payments seller.

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