2 min article

Ask eBay to step in and help for sellers

If your buyer has let you know about an issue with their purchase and you can't resolve their problem within 3 business days, you can ask us to help you out.

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 and help through the Returns - opens in new window or tab or the Requests and disputes - opens in new window or tab tab in Seller Hub - opens in new window or tab, or next to the order in My eBay Sold - opens in new window or tab. See the instructions below to find out how:

How to ask eBay to step in and help in Seller Hub

  1. Go to Seller Hub - opens in new window or tab and open the Returns - opens in new window or tab or the Requests and disputes - opens in new window or tab tab.
  2. Select See details next to the request.
  3. If you want us to help, select Report problem or Ask eBay to step in and help, and follow the instructions from there.

How to ask eBay to step in and help in My eBay Sold

How to ask eBay to step in and help with a return request in My eBay Sold:

  1. Find the order in My eBay Sold - opens in new window or tab and select View return details.
  2. Select Report problem, and follow the instructions from there.

How to ask eBay to step in and help with an item not received request in My eBay Sold:

  1. Find the order in My eBay Sold - opens in new window or tab and select View request details.
  2. Select Ask eBay to step in and help, and follow the instructions from there.

Tip
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.

If any issues come up after an item is returned to you, you'll be able to report the problem and ask us to step in and help by following the instructions above.

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

We recommend trying to resolve buyer's issue within 3 business days. After that, we can step in and help. However, closing in your buyer’s favour may affect your seller standards.

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