Updates to the eBay Buyer Protection Process to Help Sellers and Buyers Resolve Issues

Updates to the eBay Buyer Protection Process to Help Sellers and Buyers Resolve Issues

eBay Sellers and Buyers now have the opportunity to communicate and resolve issues about transactions before a case is escalated to eBay for review.

Starting on April 9, buyers will need to contact sellers first through the resolution center and must wait 3 business days before asking eBay to review and resolve transaction issues.

Sellers: Now you will always have at least 3 business days to resolve any issues about transactions directly with your buyers through the Resolution Center, before a case is escalated to eBay for review. (Previously a buyer could escalate after a seller’s first response.) If you and the buyer successfully resolve the issue during this time, the buyer will not need to ask eBay to review the case. You will have all the tools you need to resolve issues directly with buyers through the Resolution Center, and all related communications will be centralized to help facilitate an efficient resolution.

Opened cases no longer count
When a buyer contacts you about an issue, even though a case is automatically opened in the Resolution Center, the case will not impact your seller performance rating or Top Rated Seller status. Only cases that are escalated to eBay for review and are resolved in favor of the buyer will count.

Learn more about resolving cases.