In most cases, the purchase of eBay items through auctions or fixed-priced listings work great for both buyers and sellers. However, there are times when issues may arise.
Important! A buyer is committed to purchase an item once they either buy a fixed-priced item, accept a second chance offer, use the Buy It Now option in an auction listing, are the winning bidder in an auction, or make a Best Offer that is accepted by the seller.
Communication between a buyer and seller to resolve an issue is always encouraged by eBay, and is often the fastest and simplest way to resolve a problematic transaction. eBay recommends that the seller allows the buyer to make things right before considering any further action. For example:
-
Contact the buyer through My eBay
Give the buyer an adequate amount of time to respond to the message, and consider the possibility that the buyer may be experiencing a computer issue, or perhaps addressing another issue or emergency.
-
Send one or more payment reminders
Sometimes a buyer may only need a reminder that payment is due on an item. Payment reminders may be sent between three and 30 days after a listing ends (or a purchase is made in a fixed-price listing).
Available actions
The following actions are available to a seller through the eBay Resolution Center.
| Action | API | Specific call |
|---|---|---|
| Cancel an unpaid transaction | Post-Order | Create Cancellation Request |
| Retrieve summary information about all cases (all case types) | Post-Order | Search Cases |
| Retrieve detailed information about a single Item Not Received or Return case | Post-Order | |
| Issue a full refund to the buyer to resolve an Item Not Received inquiry | Post-Order | Issue Inguiry Refund |
| Issue a full refund to the buyer to resolve a Return or INR case | Post-Order | Issue Case Refund |
| Issue a full or partial refund to the buyer to make it right | Fulfillment | issueRefund |
| Seller provide shipping information to buyer for an INR item | Post-Order | Provide Inquiry Shipment Info |
| Seller provides shipping information for a replacement item | Post-Order | Update Shipment Tracking Info |
| Seller provides an alternative return address and a Return Merchandise Authorization number for Return case | Post-Order | Provide Case Return Address |
| Post a message to the buyer regarding an INR inquiry refund. | Post-Order | Provide Inquiry Refund Info |
| Upload proof of shipping or other evidential documents to contest payment dispute from third-party payment company. | Fulfillment | uploadEvidenceFile |
| Appeal eBay's decision on a case | Post-Order | Appeal Case Decision |