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If a buyer has an issue with their order, it’s the seller’s responsibility to try and resolve it. If we’re asked to step in and help, and we decide the case in the buyer's favour, it’ll affect two performance metrics: defects and cases closed without seller resolution.
If we close a case in the seller’s favour, or we decide that no one is responsible, the seller’s performance isn’t affected.
Sellers always have at least 3 business days to resolve any issues directly with buyers. After the third business day, both buyer and seller can ask eBay to step in and help.
Sellers can have a maximum of 0.3% of eBay Money Back Guarantee and PayPal Purchase Protection cases closed without seller resolution over the most recent evaluation period. This percentage doesn't affect you until you have 3 or more cases closed without seller resolution in an evaluation period. If you exceed 0.3% of cases closed without seller resolution and have 3 cases closed without seller resolution, your seller level will become Below Standard, even if you’re a Top Rated Seller.
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