In most cases, the purchase of eBay items through auctions or fixed-priced listings work great for both buyers and sellers. However, there are times when issues may arise.

Important! A buyer is committed to purchase an item once they either buy a fixed-priced item, accept a second chance offer, use the Buy It Now option in an auction listing, are the winning bidder in an auction, or make a Best Offer that is accepted by the seller.

Communication between a buyer and seller to resolve an issue is always encouraged by eBay, and is often the fastest and simplest way to resolve a problematic transaction. eBay recommends that the buyer allows the seller to make things right before considering any further action. For example:

  • Contact the seller through My eBay

    Give the seller an adequate amount of time to respond to the message, and consider the possibility that the seller may be experiencing a computer issue, or perhaps addressing another issue or emergency.

  • Use the Ask a question link

    If an email is unsuccessful, a buyer can click on the Ask a question link near the bottom of the item listing. The buyer may be able to find the appropriate question to ask the seller, or the buyer can select the No, I want to contact the seller option under Did we answer your questions?.

Available actions

The following actions are available to a buyer through the eBay Resolution Center.

Action API Specific call
Create an Item Not Received Inquiry Post-Order Create Inquiry
Escalate an Item Not Received Inquiry into a case Post-Order Escalate Inquiry
Create a Return Request (SNAD or Buyer Remorse reason) Post-Order Create Return Request
Escalate a SNAD Return Request into a case Post-Order Escalate Return
Retrieve summary information about all cases (all case types) Post-Order Search Cases (seller only)
Retrieve detailed information about a single Item Not Received or Return case Post-Order Get Case (seller only)
Buyer provides return shipping information for an item being returned Post-Order Update Shipment Tracking Info
Appeal eBay's decision on a case Post-Order Appeal Case Decision