If you can't resolve the buyer's issue, or disagree with their reasons for opening a return, you can ask eBay to step in and help. We'll review the details and get back to you and the buyer with a resolution within 48 hours.
Ask eBay to step in
You can ask us to step in by going to the case in the Resolution centre, selecting Take action and then choosing Ask eBay to step in.
Whenever possible, we recommend resolving your buyer’s issue and not asking us to step in. If we close the case on behalf of the buyer, you could receive a defect that may affect your seller standards.
When you can ask eBay to step in
Once the buyer has let you know that they have an issue, you have 3 business days to make things right. After that, if the matter hasn't been resolved, either of you can ask us to step in and help out.
You don't have to ask us to step in immediately after the 3 business days though – if you're still working things through with the buyer, you have up to 30 days after their purchase to ask us for help.
What happens after you ask eBay to step in
We'll review your case and resolve it in the fairest way possible. We normally come back with an answer within 48 hours, though occasionally it might take longer if we need more information. Once we've made a decision, we'll let you and the buyer know.
- If we close the case in your favour, the case will be closed immediately and you won't need to do anything else
- If we close the case in the buyer's favour, we'll issue them a full refund and then seek reimbursement from you. The case will be counted as "closed without seller resolution", which may affect your seller standards
- If you don't agree with our decision, you can always appeal by providing new information within 30 days of the case being closed