Handling eBay Cases and Disputes

A case (or dispute) is what a return or inquiry becomes when a buyer escalates it to eBay for a decision. On the Order Inquiries page, the Cases tab is where you see and respond to them across your stores.

How to handle one

1. Respond quickly. Cases have a clock. Silence almost always loses.
2. Resolve it directly with the buyer if you still can (refund or replacement) before eBay steps in.
3. Provide evidence (tracking, photos, messages) when eBay asks for it.

Why it matters

Cases that go to eBay and are found against you count as defects and hurt your seller standing. Most cases are avoidable by acting on the return or inquiry before it escalates.

Tip

Treat a new case as urgent, not as something to deal with later. The fastest path to protecting your metrics is usually to make the buyer whole and move on.