2 min article

Using the Resolution Center as a seller

You can report and track any issues that come up after you've sold an item on eBay in our Resolution Center - opens in new window or tab.

If you've sold an item and have to cancel the sale, use the Resolution Center to let us know. If you don't, it could affect your seller performance level.

You can also use the Resolution Center to open an unpaid item case if a buyer hasn't paid.

Tip
Before reporting an issue, you should contact the buyer first and see if you can work things out.

Reporting an unpaid item

If a buyer hasn't paid for one of your items yet, you should contact them and try to work things out or resend the invoice - sometimes they haven't realized they won the auction, they're not sure of shipping costs, or they don't know how to pay.

If you've been in touch with the buyer but they still haven't paid 2 days after the listing has ended, you can open an unpaid item case in the Resolution Center. Here's how:

  1. Go to the Resolution Center - opens in new window or tab.
  2. Select I haven't received my payment yet.
  3. Select Continue - we'll walk you through the next steps and let you know what to expect.

You can track the progress of your case in the Resolution Center too.

Closing a case in the Resolution Center

If the buyer pays using an approved payment method, the case closes automatically and you don't have to do anything else.

However, if they pay using another method, such as cash, you need to go to My eBay or Seller Hub, mark the item as paid, and then close the case in the Resolution Center. Here's how:

  1. Go to the Resolution Center - opens in new window or tab.
  2. Find and select the case you want to close.
  3. Under Have you received payment from the buyer?, choose Yes.
  4. Select Close case.

If the buyer hasn't paid five days after the case was opened, you can close it in the Resolution Center - opens in new window or tab. Here's how:

  1. Go to the Resolution Center - opens in new window or tab.
  2. Find and select the case you want to close.
  3. Under Have you received payment from the buyer?, choose No.
  4. Select Close case.

The unpaid item is then recorded on the buyer's account, the final value fee will be credited back to you, and you can relist the item.

It's important to close out any unpaid item cases. If you don't close an unpaid item case within 32 days, we'll close it for you, but you won't be eligible for a final value fee credit.

If you sell a lot of items, you can enable Unpaid Item Assistant to open and close cases automatically. This can save you time and ensure you don't miss a final value fee credit if you forget to close a case.

It's important to close out any unpaid item cases. If you don't close an unpaid item case within 32 days, we'll close it for you, but you won't be eligible for a final value fee credit.

Was this article helpful for you?
Related help topics