When deciding on disputed cases between buyers and sellers, eBay claims to practise their best to come up to the 'fairest decision.' Sometimes, still, the case determination made can feel annihilation but fair for sellers.

In this state of affairs, not all is lost yet. Sellers can withal appeal a instance determination to endeavour to reverse eBay's conclusion.

Of course, appealing may still lead nowhere (and many experienced sellers will contend this to be truthful) but procedure remains procedure. Read on to discover the lowdown on instance appeals and how sellers can try and put the odds in their favor.

How to brand an appeal on eBay

It is possible to appeal a case decision inside xxx days of the example existence airtight. Buyers can also appeal case decisions, likewise within 30 days of the closure date.

To appeal a case determination, a seller must provide new information to support their case.

New information can be:

  • Tracking data that shows the heir-apparent received the item. For item sales over $750, a signature confirmation must be provided
  • Proof that the heir-apparent received a refund before a instance closed
  • Documentation to prove that the item matched the detail description before beingness shipped
  • Proof that the item is lost in the mail system or was delivered to the incorrect address by the mailing or courier company

The selection to appeal a case decision is accessed via the Resolution Center. Alternatively, it is also possible to call eBay and asking an appeal over the phone.

The eBay appeals process

Whether a heir-apparent or seller requests an appeal, the process is the much the aforementioned. eBay reviews the case details, including any new data, and provides a last decision inside 48 hours. It can sometimes take longer, merely the majority of appeals decisions are made inside this time frame.

Appeals fabricated by telephone, as mentioned above, operate a little differently. Some sellers merits it is possible to skip the 48 hours waiting time and receive an immediate determination. This varies hugely on the individual agent, nonetheless. Information technology can be very difficult to even reach a alive agent (rather than a figurer) when calling eBay most an appeal.

How to win an appeal on eBay

To be clear, there is no singular procedure or technique that sellers can use to win a case appeal on eBay.

Each instance is uniquely different and hence there is no 'one size fits all' solution.

eBay itself is non even consistent on how it handles and makes decisions on cases. Many sellers would contend, all the same, that eBay oft sides with the heir-apparent. This is true even when the source of mistake is conspicuously non the seller.

Despite this, in that location are a few things a seller can do to try and get an entreatment to be decided in their favor:

Call eBay

Equally previously noted, calling eBay to appeal a decision can result in a quicker decision. It tin also prompt a more thorough investigation into the case that may non happen when an appeal is requested online. Some sellers claim success with this method, though others fail to even get through.

Assert lack of fault

Information technology may sound obvious, but it is imperative to arrive clear during all communication with eBay that you do non believe to be at error in this situation.

Examine the communication with the buyer

Reread all word with the buyer and consider tone and language.

Did they mention beingness pleased with the item? That is testify of satisfaction. At one point, they were happy with the transaction.

Did they contact you before taking the case to eBay? If non, they didn't give y'all a chance to resolve the situation.

Did they accept a long time to contact you subsequently receiving the product? Perhaps they damaged the particular during this time.

Were they rude or threatening? Betoken out that this negative behavior made it difficult to work with them.

Did they make any requests that did not match the detail clarification? If so, this proves that the heir-apparent had unreasonable expectations of the particular.

Reassure eBay of seller professionalism

Explain, in detail, how the detail was shipped in the condition and functionality it was originally described, on time and with careful packaging.

Point out how yous communicated quickly and conspicuously with the buyer at every phase of the sale. Emphasize your exemplary sales record.

Refer back to eBay

Where possible, make reference to eBay's ain policies. For example, the eBay User Agreement states that 'when a buyer or seller issue arises, we may consider the user's functioning history and the specific circumstances in applying our policies'

This is useful to refer to in situations in which it seems likely the buyer is trying to scam the seller (for example, in the empty box scenario mentioned here) and also has a nada Feedback score.

How to avert disputes with buyers

Ultimately, the best way to win appeals is to avert having disputes with buyers in the first place. Prevention is key. Here are some all-time practices to live by when selling on eBay:

  • No matter how many items you sell, run your business in a professional manner. Take information technology seriously.
  • Sell quality items at reasonable prices, with shipping fees that make sense.
  • All item descriptions should be meticulously detailed, with any damage or defects carefully noted.
  • Pack items in advisable aircraft materials and then send on time with tracking and insurance.
  • Proceed careful records of all sales transactions (tracking numbers, shipment dates, insurance data) in case of dispute later.
  • Reply to buyers' emails promptly and professionally, using neutral language with a friendly tone.
  • Always respond to eBay advice quickly and provide all tracking numbers and other shipment details as soon every bit possible to the buyer.
  • A flexible 'no questions asked' return policy is one strategy used past some sellers to reduce disputes concerning returns.

Veteran eBay sellers, what is your feel with appealing eBay case decisions? Share your own tips, tricks, techniques and frustrations in the comments below.