What Does it Mean When You Escalate a Case on eBay?

Written by william mccoy
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eBay allows its users to access a global buying and selling market from the comfort of home. Most online transactions go smoothly, but from time to time, a dispute may erupt between a buyer and seller, turning the online shopping experience into a frustrating ordeal. When you buy a defective product at a brick-and-mortar store, you can simply return it. If you have the same problem on eBay, the seller might not be so keen to refund your money. When you have a dispute on your hands, you can escalate the case by contacting eBay.

Resolving Differences

eBay requests that buyers and sellers attempt to work out disputes before filing complaints. As a buyer, if you've received the wrong item, bought something that isn't as described, or you have an issue with the amount of money charged for shipping, contact the seller and explain your position. As a seller, contact the buyer if he's tardy in paying for a purchase. Most eBay users are reasonable and no one wants a negative mark on his feedback rating. In most cases, you will be able to work out a satisfactory resolution with the other party.

Escalating a Case

If the other party in the transaction doesn't respond to your messages or responds but is unhelpful or rude, you have the right to escalate your case to eBay. In other words, you can contact eBay to explain the situation. Contact can be made for a number of reasons, including when you wish to cancel a transaction, when a buyer won't pay for his purchase, when an item you buy is not as described and when you have other buying or selling problems.


To escalate your case, visit eBay's Resolution Center by directing your Web browser to "Resolutioncenter.ebay.com". This page lists several common issues that you may wish to report. If delivery of a purchased item is long overdue, for example, click "I haven't received it yet" and then click "Continue." You'll be prompted to enter the item ID (from the item's page) and you can explain your situation to eBay. In your message, if you are a buyer, note that you have contacted the seller several times and received no response or an inadequate response. If you don't mention this, eBay will ask you to contact the seller.

Dispute Resolution

Once you have escalated a case, give eBay's Resolution Center time to investigate the situation and make a ruling. You'll receive a message from eBay with further details about your case and the action to be taken. You may be able to cancel the transaction, or in the event of fraud, eBay Buyer Protection may refund your money, including shipping. Remember, too, you can always leave negative feedback on the other party if you are unhappy with the transaction.

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