What Are the Options for Sellers?

Under the new system, sellers may contest buyer claims in the same way as the current PayPal process. For example, by providing delivery confirmation in the event of an item not received claim.

Sellers are provided with options to respond to the buyer such as:

1. Issue a full refund
2. Verify tracking information
3. Provide shipping information for an item shipped without tracking
4. Offer an alternate solution
5. Let eBay Customer Support handle the case

When a Full Refund is Requested

In a situation where the buyer has asked for a full refund or where the seller wishes to offer this option to the buyer, a seller may select “Issue a full refund” and enter comments such as the reason for the refund into the field provided.

When the Item Has Not Yet Arrived

If the buyer still wants the item but has opened the dispute because the item has not yet arrived, the seller may verify tracking information and provide additional comments such as an explanation to the buyer.

If the item was shipped without tracking, the seller may provide information on how and when the item was shipped.

Since each transaction is unique, some transactions may be amicably resolved in a different way. With the “Offer other solution” option, sellers can offer exchanges, offer to ship replacement parts, or provide alternate solutions for the buyer to consider.

How Can Sellers Escalate a Case?

A seller can also escalate a case to eBay’s Customer Support. eBay will review the case details to make a decision on the case.