We are introducing a new dispute resolution process for when buyers claim their item was not received or the item they received was not as described in the listing. This new on-eBay Resolution process will be the primary avenue for settling eBay transactions.
As a seller, it is important you stay alert and respond to any cases your buyers may file against you. You can check your Resolution Center at any time. It's important you use the Resolution Center to communicate with your buyer when resolving a Case, so eBay has an official record of your communication.
Please read our FAQ for more details.
If a buyer has been unsuccessful in resolving a problem directly with you, the buyer can contact eBay via a toll-free number or a web-form. This will then initiate and Open Case in both the buyer's and seller's Resolution Center and both parties will receive an email alert from eBay about the Open Case.