A buyer has sent you a message in the Resolution Center about an issue with an item you sold. We know it can be disappointing when a transaction doesn't go smoothly, so we'd like to help.
Please go to the Resolution Center to reply to the case that was opened and communicate with the buyer. Remember, opened cases do not count towards your seller performance rating. Only cases that are escalated to eBay and not found in your favor will impact your seller performance rating. The buyer needs to wait for 3 business days before the case can be escalated to eBay. Please use this time to resolve the issue directly with the buyer.
You can accept a return for full refund, or consider offering the buyer a partial refund to make up for the ways an item is different from the listing description. Learn more about how to respond to a case when an item doesn't match the description.
If the buyer isn't satisfied with your response, the case can be escalated to eBay Customer Support after 3 business days, and this may affect your seller performance rating if the case is not resolved in your favor.
We appreciate your membership in the eBay community and thank you for helping resolve this case.
We're committed to keeping eBay a fair and safe marketplace and the best place to sell and buy. Learn more about eBay Seller Protection.