What happens after the 7-day (eBay US) / 10-day (eBay UK) period?

If the case remains open at the end of the 7-day (eBay US) / 10-day (eBay UK) period, eBay will check with the buyer to see if they are satisfied. If the buyer is satisfied, the case will be closed. If the buyer does not respond, eBay will not refund them or hold the seller accountable for the transaction. If the buyer is still working with the seller, eBay will check back again in another week. At that time, if the buyer is not satisfied or if the seller escalates the case to eBay Customer Support, eBay will review the case.

An experienced Customer Support agent reviews the case, runs a fraud check, and confirms that the buyer has already tried to work with the seller. If the buyer is in good standing, the agent reviews additional transaction information such as item description, members' account details, seller location, payment, and shipping method.

In some cases, eBay will request the buyer to wait a little longer — if, for example, they have not allowed enough time for an item to arrive, or that their claim doesn't qualify. If the buyer's claim warrants further investigation, eBay will contact the seller for follow up.

If eBay resolves the claim in favor of the buyer, eBay will refund the cost of the item and shipping to the buyer.

When eBay finds both Buyer and Seller are right

We understand that there will be times where both buyer and seller may be right. If eBay does not find the seller to be at fault, the seller will not be required to reimburse the amount paid to the buyer.

When the Seller is at fault

In the situation where eBay has resolved the claim on behalf of the seller and the seller is found to be at fault, a PayPal invoice for the amount of the payout will be sent to the seller, and the seller is encouraged to pay swiftly. Failure to pay invoices may result in the restriction or suspension of the seller’s eBay account.

How can Sellers appeal?

A seller may appeal the decision by providing the appropriate documentation via the Resolution Center. If the decision is reversed, the seller is not required to repay the claim and will be refunded the reimbursement if it has already been paid.