Whenever we're asked to step in and help with a return or an item that didn't arrive, we aim to resolve it in the fairest way possible. Sometimes, though, you might not agree with our resolution, especially if there's additional information you can provide for us to consider.
When you appeal, we'll review the case and 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 may need when appealing
You'll need to provide new, additional information about your case. This can include things like:
- Tracking details showing the buyer received the item before the case was closed. If the order's total cost (total of item(s), shipping and tax) is $750 or more, 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 at any time within 30 calendar days of the case being closed.
How to appeal a case
You can appeal cases that were "closed without seller resolution" from the transaction defect report in your Seller Dashboard.See your closed cases
How to appeal a case from your Seller Dashboard
- Go to your Seller Dashboard - opens in new window or tab.
- Expand Closed without seller resolution to see your options.
- Select See cases and find the item in the list.
- Select See details and then send us an appeal. Make sure you include all of the new information you'd like us to consider.
Handling payment disputes
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. For more information on how to handle these requests, and how eBay can help, take a look at handling payment disputes.