How to Open a Case on eBay

In the bustling marketplace of eBay, transactions are usually smooth. However, there might be instances where things don’t go as planned.

You might run into issues like not receiving the item you purchased or receiving an item that doesn’t match the description provided by the seller.

In such scenarios, eBay provides a platform for buyers and sellers to resolve their disputes amicably.

This comprehensive guide will walk you through the process on how to open a case on eBay to ensure you’re protected as a buyer.

How to Open a Case on eBay: Initial Steps

Before diving into opening a case, it’s essential to understand the preliminary steps you should take.

It’s always advisable to communicate with the seller to resolve any issues informally.

Most sellers value their reputation and are willing to settle disputes to maintain positive feedback.

  • Communicate with the Seller: Reach out to the seller explaining the issue at hand and see if a resolution can be achieved without escalating the matter to eBay.
  • Check the Seller’s Return Policy: Before proceeding, review the seller’s return policy which is usually listed on the product’s page.
  • Document Everything: Keep a record of all communications, transactions, and any evidence that supports your case. This will be invaluable when you present your case to eBay.

Understanding eBay’s Money Back Guarantee

eBay’s Money Back Guarantee is a policy designed to protect both buyers and sellers. Understanding this policy is crucial as it sets the foundation for opening a case.

  • Coverage: The eBay Money Back Guarantee covers the purchase price plus original shipping costs if an item hasn’t arrived or isn’t as described.
  • Eligibility: To be eligible, you must attempt to contact the seller to resolve the issue and wait for three business days for a response.

Initiating the Resolution Process: How to Open a Case on eBay

Once you’ve attempted to resolve the issue with the seller, it’s time to move onto opening a case if necessary.

  1. Log into Your eBay Account: Access your eBay account, and from the dashboard, go to the Purchase History section.
  2. Locate the Item: Find the item in question and click on the Resolution Center link.
  3. Select the Issue: Choose the issue you’re facing from the provided options – either the item hasn’t arrived or the item is not as described.
  4. Provide Details: Describe the issue in detail, providing any evidence you’ve gathered. It’s advisable to be clear and concise in your explanation.
  5. Submit the Case: Once you’ve filled out all necessary information, submit the case.

After Submitting a Case

eBay provides a platform for you and the seller to communicate and resolve the issue after the case is opened.

  • Communicate: Continue communicating with the seller to resolve the issue.
  • Provide Additional Information: If eBay or the seller requests further information, be ready to provide it.
  • Wait for eBay’s Intervention: If the issue isn’t resolved within three business days, you may ask eBay to step in and help.


The process of how to open a case on eBay is quite straightforward but requires patience and effective communication.

By adhering to eBay’s policies and maintaining a professional dialogue with the seller, most disputes can be resolved amicably.

Remember, eBay’s ultimate aim is to provide a secure and fair marketplace for all its users.

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Edward brings years of experience in a variety of different fields including online marketing & No-code app development, and he's been investing in stocks and cryptocurrency since 2016. Outside of work you'll usually find him watching movies at the local cinema or playing games in the Apple Arcade.

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