Resolving transaction problems in the Resolution Center
Note: Unpaid item cases are handled differently from other Resolution Center cases. Use the unpaid item process if you're a seller whose buyer hasn't paid, or if you're a buyer who's been notified of an unpaid item case.
If you have a problem regarding Feedback or identity theft, use the Contact Us links in Help instead of the Resolution Center.
First, try communicating with your trading partner
Most problems are best resolved with early and direct communication between the buyer and seller. Contact your trading partner to discuss the issue by phone or email. Check out our tips for communicating with your trading partner—they'll help you resolve issues as quickly and easily as possible.
Working it out in the Resolution Center
If you're not able to work it out directly with your trading partner, you can open a case in the Resolution Center. eBay then contacts your trading partner and helps you both discuss, track, and resolve your case.
As a buyer, the Resolution Centre will help you when:
As a seller, the Resolution Center will help you when:
Timing is important
If someone opens a case with you, it's important to respond quickly and work with your trading partner to resolve the problem. Most issues have a window for when you can open cases, be credited for certain fees, or be eligible for buyer protection. You'll receive this information when you file a case.
If you don't address your trading partner's concerns or don't respond within the time specified, the case could be escalated to our Trust and Safety team.
Note: If you need to refresh your memory about the item that the case refers to, click the View purchased item link to go to the description of the item that was purchased.
Responding to the correct version of the listing
It's possible that the seller has listed more than one version of a listing. To make sure that your case is for the correct version, click the View purchased item description link in the Item details box.
Responding to a case
To respond to a case:
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