Gather evidence, respond in the case, contact eBay support if needed.
Stay calm
An open case is not the end of the world. You always have the opportunity to respond and present your side.
How to proceed
- Open the case and read it: What exactly is the buyer claiming?
- Gather evidence: Tracking, photos, message history
- Respond in the case: Factual, with evidence. No emotions.
- Offer a solution: Even when you're right — a generous solution closes the case faster
When to call eBay support
- Buyer is obviously committing fraud (tracking shows delivery, buyer denies it)
- Same buyer opens multiple cases
- eBay made a wrong decision — you can appeal
ShopManage detects open cases immediately and reminds you of response deadlines. Try it now.