Let’s first understand what are cases and when does a case become a request
Cases are a way to communicate and resolve a dispute between buyer and seller when they have a problem with a transaction. This may include, for example, situations when the buyer has not paid for the items or has not received them.
It is important to distinguish between a request and a case. When a buyer (or a seller) notifies the second member of the transaction through the Conflict Resolution Center that there is a problem, a request is opened. A request becomes a case when a member (seller or buyer) asks eBay to step in and help.
Let’s first understand what are cases and when does a case become a request
Cases are a way to communicate and resolve a dispute between buyer and seller when they have a problem with a transaction. This may include, for example, situations when the buyer has not paid for the items or has not received them.
It is important to distinguish between a request and a case. When a buyer (or a seller) notifies the second member of the transaction through the Conflict Resolution Center that there is a problem, a request is opened. A request becomes a case when a member (seller or buyer) asks eBay to step in and help.
There are situations where both the seller and the buyer can open a request
A buyer can open a request if
A seller can open a request if
A buyer can open a request if
A seller can open a request if
Always remember that the first and most important thing in any type of dispute is to communicate with your transacting partner and see how the issue can be solved without eBay’s intervention. Communication with the buyer before he or she asks eBay to open a case is the best way to try to resolve the issue. So keep an eye out for messages from your buyers and respond promptly.
1. Go to resolution center
2. Login to the eBay account with your eBay credentials
3. On the next page, you would be able to see two sections:
Go to resolution center
Login to the eBay account with your eBay credentials
On the next page, you would be able to see two sections:
STEP 1
Transaction Happens
STEP 2
Issue with the Transaction
STEP 3
Case Opened
STEP 4
Connect with Transacting Partner
STEP 5
Case Resolution
Remember – The actions to cancel an order or manage your buyer’s requests disputes is available under “Seller Hub” under the “Orders” tab.
STEP 1
Transaction Happens
STEP 2
Issue with the Transaction
STEP 3
Case Opened
STEP 4
Connect with Transacting Partner
STEP 5
Case Resolution
Remember – The actions to cancel an order or manage your buyer’s requests disputes is available under “Seller Hub” under the “Orders” tab.
After you’ve made a sale on eBay, it’s usually a smooth process to complete the transaction with the buyer, but sometimes you might find yourself in a situation where the buyer hasn’t yet paid for the item they bought. If that happens, you can cancel the order 4 calendar days after the listing ended and your item will be relisted automatically unless you choose not to relist.
Reasons for non-payment by a buyer can be any of the following
After you’ve made a sale on eBay, it’s usually a smooth process to complete the transaction with the buyer, but sometimes you might find yourself in a situation where the buyer hasn’t yet paid for the item they bought. If that happens, you can cancel the order 4 calendar days after the listing ended and your item will be relisted automatically unless you choose not to relist.
Reasons for non-payment by a buyer can be any of the following
An Item Not Received case is filed by the buyer against the seller after the buyer has paid for the item but has not yet received the item
This can happen for any of the following reasons:
An Item Not As Described case is filed by the buyer against the seller when the item is received but it is not as per the description provided by the seller
An Item Not As Described can happen for any of the following reasons:
An Item Not Received case is filed by the buyer against the seller after the buyer has paid for the item but has not yet received the item
This can happen for any of the following reasons:
An Item Not As Described case is filed by the buyer against the seller when the item is received but it is not as per the description provided by the seller
An Item Not As Described can happen for any of the following reasons:
Please note that when a buyer opens an Item Not Received or Item Not As Described case, you have 3 business days to completely solve the issue with the buyer. This is called the ‘Seller Make It Right’ (“SMIR”) period.
Once the SMIR period is over, the buyer has the option to go ahead and escalate the case to eBay. Remember, this is the time when the request will become a case. Once eBay steps in, you will not be given any additional time to resolve the issue. If the case is closed in favor of the buyer (known as “Cases Closed Without Seller Resolution” (“CCWSR”)), you may face a loss and impact on your Seller Performance. This case would also count towards your “Defects” count.
Please note that when a buyer opens an Item Not Received or Item Not As Described case, you have 3 business days to completely solve the issue with the buyer. This is called the ‘Seller Make It Right’ (“SMIR”) period.
Once the SMIR period is over, the buyer has the option to go ahead and escalate the case to eBay. Remember, this is the time when the request will become a case. Once eBay steps in, you will not be given any additional time to resolve the issue. If the case is closed in favor of the buyer (known as “Cases Closed Without Seller Resolution” (“CCWSR”)), you may face a loss and impact on your Seller Performance. This case would also count towards your “Defects” count.
A remorse return usually takes place when the buyer opens a case to return an item because they don’t like it or no longer want it.
Remorse reasons can be any of the following:
A remorse return usually takes place when the buyer opens a case to return an item because they don’t like it or no longer want it.
Remorse reasons can be any of the following:
The correct size of item was sent but the item did not fit
The buyer found a better price elsewhere
The buyer just did not like the item
The buyer changed their mind
The buyer ordered the item by mistake
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