At some point, a buyer will claim your item is damaged, doesn’t work, or isn’t what they ordered. They’ll open a return case or dispute.

If you don’t respond correctly, you’ll lose money. If you respond strategically, you can minimize refunds and maintain your account health.

This guide covers every dispute scenario and the exact responses that win cases.

UNDERSTANDING EBAY’S RESOLUTION SYSTEM

Types of Cases

Case 1: Item Not Received Buyer claims they didn’t get the package.

Case 2: Item Not As Described Buyer claims item doesn’t match your description.

Case 3: Unauthorized Payment/Identity Theft Buyer claims they didn’t authorize the charge.

Case 4: Return Request Buyer wants to return the item.

Who Wins By Default

eBay heavily favors buyers. That’s their business model.

In case of “he said, she said”:

  • Buyer’s claim: Assumed true unless proven false
  • Seller’s claim: Must provide proof
  • Burden of proof: On the seller

This is frustrating but it’s how eBay works. Know it going in.

CASE 1: ITEM NOT RECEIVED

When It Happens

Buyer claims: “I ordered this 3 weeks ago and never got it.”

Their goal: Get refund without returning item

Your goal: Prove item was delivered

How to Win

Step 1: Check Tracking Go to your orders. Find the order. Click “Details” – look at tracking.

Outcomes:

  • A) Tracking shows delivered (you can win)
  • B) Tracking shows in transit (you might lose)
  • C) Tracking shows lost (you lose)

Step 2: Provide Proof in Case If tracking shows delivered:

  • Take screenshot of tracking
  • Upload to case
  • State: “Tracking confirms delivery on 2026 to [address]”

Deliver with signature confirmation: You almost always win.

Delivered without signature: You still usually win (shows in tracking).

Step 3: If Tracking Shows Lost If package shows lost/returned:

  • File claim with carrier (USPS/UPS/FedEx)
  • Provide case number to eBay
  • Request temporary resolution (file claim, send replacement while investigating)

Step 4: If No Tracking You never uploaded tracking. This is bad.

What you can do:

  • Ask buyer to check with neighbors, door cameras, mail carrier
  • Ask buyer to file claim with carrier
  • Offer partial refund (accept loss)
  • If significant value, escalate to Resolution Center (human review)

Success rate if no tracking: 10%

Lesson: Always upload tracking. Always.

CASE 2: ITEM NOT AS DESCRIBED

When It Happens

Buyer claims: “Item is not what your description said. It’s [damaged/wrong color/wrong model/different condition].”

Their goal: Return item for refund (or keep and get refund)

Your goal: Prove your description was accurate

Common Scenarios

Scenario A: Condition Mismatch Your description: “Like New” Buyer claims: “It has scratches and dents”

How to win:

  • If your photos clearly showed scratches: You win (buyer saw them)
  • If your photos were clean and didn’t show damage: You lose (description was inaccurate)

Lesson: Photograph actual condition. Don’t hide damage.

Scenario B: Missing Items Your description: “Includes original box and accessories” Buyer claims: “No box, missing accessories”

How to win:

  • If you listed what’s included and item shipped without them: You lose
  • If you took photos showing box: You win (buyer saw it)

Lesson: Only include items you actually have.

Scenario C: Defective/Non-Working Your description: “Works perfectly” Buyer claims: “Doesn’t turn on / doesn’t work right”

How to win:

  • Test before shipping (can you prove it worked?)
  • Document testing (photos/video showing it works)
  • Have buyer confirm shipping damage (tracking shows delivery damage risk)

Lesson: Test everything. Document working condition before shipping.

Response Strategy

When you get a “Not As Described” case:

Step 1: Contact Buyer Don’t get defensive. Be professional.

“Hi [name], I’m sorry you’re not satisfied. I described this as [condition] and it should arrive in [condition]. Can you send photos of the issue? Let’s work together to resolve this.”

Step 2: Review Photos Ask buyer for detailed photos showing the issue.

  • If photos show damage from shipping: Offer replacement (you pay)
  • If photos show manufacturing defect: Offer refund or replacement
  • If photos show normal wear (and you said “used”): Explain normal condition

Step 3: Offer Resolution

  • If buyer is right: Offer full refund (accept loss) or partial refund + keep item
  • If buyer is wrong: Explain politely why description was accurate

Example: “Looking at your photos, I can see this appears to be normal wear consistent with ‘good condition’ items of this model. The item is functioning perfectly as described. However, if you’re not satisfied, I’m happy to offer a 20% refund to keep the item, or you can return it for full refund.”

Step 4: Escalate if Disputed If buyer doesn’t accept your offer, case goes to eBay for review.

  • eBay looks at: Your description, photos, communications, buyer’s evidence
  • eBay decides who’s right

CASE 3: RETURN REQUEST

When It Happens

Buyer says: “I want to return this. Can I send it back?”

This is the most common case.

Your Options

Option 1: Accept Return (Easiest)

  • Accept return
  • Provide return label (if required by policy)
  • Buyer ships back
  • You receive, inspect, verify condition
  • Refund buyer (minus restocking fee if you have one)

Option 2: Offer Alternative Instead of accepting return:

  • Offer partial refund (50% back, they keep item)
  • Example: “Full refund is $100. I’ll offer $50 refund if you’d like to keep it.”
  • Many buyers accept (saves them shipping cost)

Option 3: Negotiate

  • Ask why they want to return (understand issue)
  • Offer solution (repair, replacement piece, accessories)
  • Sometimes issue is resolvable without return

Best Practices

Before offering returns:

  • What’s your return policy? (Stated in listing)
  • Restore fee? (Deduct from refund?)
  • Who pays return shipping? (You or buyer?)

When accepting returns:

  • Provide clear return instructions
  • Provide prepaid return label if shipping is your cost
  • Specify what condition you want returned in
  • Specify timeline (30 days, 60 days, etc.)

When processing returns:

  • Inspect returned item
  • Verify it’s in stated condition
  • Check for damage/misuse (can you charge restocking fee?)
  • Process refund within 3 business days of receiving

Handling Damaged Returns

If buyer returns item in worse condition than shipped:

  • You can deduct restocking fee (up to 20% typically)
  • Document the damage (photos)
  • Explain deduction to buyer

Example: “Item arrived in new condition. You returned it with visible wear and a small dent. I’m refunding $80 of $100 (20% restocking fee for damage). This is standard for returns in used condition.”

CASE 4: UNAUTHORIZED PAYMENT

When It Happens

Buyer claims: “I didn’t authorize this charge. This is fraud/identity theft.”

This is serious and rare.

How to Win

You almost always lose this case.

Why: Credit card companies side with buyer on unauthorized claims.

What to do:

  • Accept the loss
  • eBay refunds buyer from your payment account
  • Your funds are debited

Your only defense: Proof buyer authorized payment

  • Email confirmation showing they want to buy
  • Chat message from buyer agreeing to purchase
  • Other communication proving intent

If you have proof: Show it to eBay in case.

DISPUTE RESOLUTION PROCESS

Timeline

  1. Day 1: Case opens (buyer files)
  2. Days 2-4: You respond (must respond within 48 hours)
  3. Days 5-7: Buyer responds to your response
  4. Day 8: eBay reviews both sides and makes decision
  5. Day 9: Decision becomes final

Responding to Cases

When you get notified of a case:

Your first response (within 48 hours) is critical.

What to include:

  • Acknowledge the issue (“I understand you’re not satisfied…”)
  • Provide your perspective with proof
    • If tracking shows delivery: Include screenshot
    • If item was accurately described: Point to listing/photos
    • If item works: Explain testing done
  • Offer solution (refund, replacement, partial refund)
  • Professional tone (no anger, no defensiveness)

eBay’s Decision

eBay reviews:

  • Your listing/photos (was description accurate?)
  • Tracking (was item delivered?)
  • Communications (were you responsive?)
  • Case details (what’s buyer claiming?)
  • Your response (did you provide evidence?)

Decision: Favor seller or buyer

If favor seller: Buyer loses case (you keep money, item returns to buyer) If favor buyer: You lose case (refund processed, item stays with buyer)

CASE SCENARIOS & RESPONSES

Scenario 1: “Item Arrived Damaged”

Buyer’s claim: “Package was damaged, item doesn’t work”

Your response: “I’m sorry to hear the package was damaged. I took extra care packing this item, but shipping damage happens. Please:

  1. Keep the item (don’t throw it away)
  2. File claim with the carrier using tracking number [number]
  3. While you investigate, I’ll process a replacement order If carrier doesn’t cover claim, we can work out damage coverage.”

Outcome: Usually resolved favorably for you (not your fault if shipping damaged it)

Scenario 2: “Item Doesn’t Work”

Buyer’s claim: “Item is supposed to turn on but doesn’t”

Your response: “I’m sorry the item isn’t working. I tested it before shipping and it worked perfectly. Let’s troubleshoot:

  • Is the power button pressed?
  • Are batteries fresh?
  • Is it plugged in correctly? If you still can’t get it working after troubleshooting, I’ll accept a return or offer partial refund. Can you send photos?”

Outcome: Often buyer figures out it was their error. If truly defective, you refund.

Scenario 3: “Wrong Color/Size”

Buyer’s claim: “Ordered blue but got red. Item is too small.”

Your response (if your fault): “I apologize for the error. I’ll ship the correct color/size to you immediately. Please return the incorrect item using the prepaid label I’ll provide. Once received and verified, I’ll process full refund.”

Your response (if buyer’s fault): “I understand your concern. Looking at the listing, it clearly states [color/size]. The photos also show [specific color]. I shipped exactly as listed. However, I’m happy to accept a return if you’d like to order the correct item.”

Outcome: If you made mistake, refund. If buyer’s mistake, they usually accept loss or return it.

Scenario 4: “Item Not Arrived After 3 Weeks”

Buyer’s claim: “Tracking expired, no delivery”

Your response (with tracking): “I understand your concern. Tracking shows the package was delivered to [address] on 2026. The USPS shows a successful delivery. Can you please:

  1. Check with neighbors
  2. Check for door cameras
  3. Ask your mailman Let me know and we’ll escalate to carrier investigation if needed.”

Your response (without tracking): “Unfortunately I don’t see tracking on this order. Since we can’t confirm delivery, I’ll accept responsibility. I’ll send a replacement order immediately. Once you receive it, if the first package shows up later, you can keep both or I can provide a return label.”

Outcome: With tracking, you win. Without, you lose.

FREQUENTLY ASKED QUESTIONS

Q: Can I refuse to accept returns?

A: Only if your return policy says “no returns.” But eBay may override you.

Q: What if buyer won’t return item after I refund?

A: You can report it to eBay. They may punish buyer account (unlikely though).

Q: Should I always accept returns?

A: No. If buyer is wrong (item matches description), push back politely.

Q: How much can I deduct for restocking?

A: Typically 10-20% is acceptable. Anything more, eBay may override.

Q: Can I block buyers who open cases?

A: Yes. Add them to your blocked buyer list. But won’t help past cases.