Updated: February 2013
Buyers must contact you first to resolve any issues. Opened cases no longer count.
eBay has always encouraged buyers to contact sellers to resolve any issue with their purchases. Starting in April 2013, buyers will be required to contact sellers first through the Resolution Center for issues relating to 'item not received' or 'item not as described'. This will ensure you have the opportunity to serve your customers before eBay gets involved.
Buyers will be required to wait at least three business days for you to respond and attempt to resolve the issue before asking eBay to get involved.
You'll be notified via Messages when a buyer has contacted you regarding an issue and a case will automatically be opened in the Resolution Center.
Opened cases will no longer be used for seller performance standards evaluation. Only cases that are escalated to eBay for review and are not found in your favor by eBay will count.
All communication from buyers regarding 'items not received' and 'items not as described' will be in one place in the Resolution Center, making it easy to track and respond without having to monitor Messages and the Resolution Center. Plus you'll have the tools you need to resolve issues quickly—for example, you can provide tracking, issue a refund, invite a return, or just communicate with your buyer.
Faster ways to report buyers
eBay has very clear policies and monitoring systems in place to prevent buyers from misusing Buyer Protection, Feedback and returns. Starting in October 2012, a more accessible and enhanced reporting hub will make it easy for you to contact eBay directly to report buyers in violation of those policies. eBay uses these reports as part of the monitoring system to help identify patterns of behavior and takes action to protect sellers, including removing any negative or neutral Feedback or low detailed seller ratings that are in violation of eBay policy.