When you receive a return request, it will appear as a normal ticket in your inbox with Return as it's Ticket Type.

You can either

  • open it as a normal ticket and use the reply area to respond

  • or manage the case in Resolution Center.

Handing the case as a ticket

In the reply area, use the provided drop-down menu to respond to the case:

Please note: The options you see here are from eBay. Sometimes, eBay's will show options that are not usable for the case status.

Return Status Options

For each status option, you can mark and leave comments to your buyer about the status of the return.

  • Mark as Received - When you receive the item back from your buyer, use this option. If you have not shipped the item yet, you may ignore this.

  • Mark Replacement Shipped - If the buyer is requesting a replacement, use this to notify the buyer the replacement is on its way.

  • Issue Refund - If the buyer is requesting a refund, use this option to refund a custom amount.

  • Mark Refund Sent - After issuing a refund, use this option to notify eBay and the buyer that you have issued a refund.

  • Void Label - If you need to change shipping labels, void your previous label with this option.

  • Submit File - If you need to upload a file during the case, use this option.

Case Status

During each step of the way, you can view the status of the case in the reply area:

If you have any questions, feel free to reach out to us anytime at [email protected]

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