eBay is in the process of streamlining and standardising their existing processes including any case tickets with the aim of making it easier for buyers and sellers alike.


This guide will bring you through any updates eBay Sellers will have using xSellco.


 

Order Shipping Inquiry

Within eBay buyers have the ability to raise a case in the resolution centre if they are not happy throughout the buying process. The query “Item not received” has now been separated into its own case which is called an “Order Shipping Inquiry”. This case can still be resolved in the same way but will no longer be a “Return case” but instead be an “Order Shipping Inquiry”.

 

These can now be easily accessed through your filters in xSellco. Under ticket type you can find “Order Shipping Inquiry”.

To learn more about Search and Filters click here.

 

Overview of Dispute Actions

Here is a complete list of all the actions available in eBay update including who can create the action:

Create an Unpaid Item dispute

Seller

Cancel an unpaid transaction

Seller

Create an Item Not Received case

Buyer

Create a Significantly Not As Described case

Buyer

Retrieve summary information on all cases (all case types)

Seller or Buyer

Retrieve detailed information on a single eBay Buyer Protection Item Not Received or Significantly Not As Described case

Seller or Buyer

Retrieve detailed information on all disputes and cancelled transactions (except eBay Buyer Protection cases)

Seller or Buyer

Retrieve detailed information on a single Unpaid Item dispute or cancelled transaction

Seller

Respond to or close an Unpaid Item dispute on cancelled transaction case

Seller

"Reverse" a closed dispute. In a "reversed" dispute, the seller's Final Value Credit and buyer's Unpaid Item Strike are both reversed

Seller

Retrieve possible options on an eBay Buyer Protection Item Not Received or Significantly Not As Described case

Seller

Offer the buyer a full refund if the Significantly Not As Described item is returned (eBay Buyer Protection cases)

Seller

Issue a full refund to the buyer (eBay Buyer Protection cases)

Seller

Offer a partial refund to the buyer (eBay Buyer Protection cases)

Seller

Issue a partial refund to the buyer (eBay Buyer Protection cases)

Seller

Provide shipping information to other party (eBay Buyer Protection cases)

Seller or Buyer

Provide package tracking information to other party (eBay Buyer Protection cases)

Seller or Buyer

Provide a alternative address and a Return Merchandise Authorization number to other party (eBay Buyer Protection cases)

Seller

Post a message to the buyer regarding a refund. (eBay Buyer Protection cases)

Seller (Germany only)

Upload proof of shipping or proof of refund documents. (eBay Buyer Protection cases)

Seller (Germany only)

Offer another solution to buyer to help resolve and close (eBay Buyer Protection cases)

Seller

Escalate an eBay Buyer Protection case

Seller or Buyer

Appeal eBay's decision on an eBay Buyer Protection case

Seller or Buyer

 

As updated on eBay

 

Further information from eBay

How to handle a return request as a seller
Manage returns, missing items, and refunds for sellers