The 3Dsellers Resolution Center lists your eBay returns, inquiries, cancellations and escalated cases on one page. Use it to find, filter and search cases and to set up email alerts. Open it from Orders & Disputes → Resolution Center → Disputes. The page is for your eBay accounts only, and it shows the eBay cases that 3Dsellers has synced from eBay.
⚠️ Opening a case needs Helpdesk. The 3Dsellers Resolution Center shows the status of your eBay cases. Replying to a buyer, marking a return as received, issuing a refund and marking a refund as sent happen in a Helpdesk ticket. Without Helpdesk, the button in the Actions column is a lock.
💡 Open the case list or the alert settings directly.
In this article:
Where do I find the Resolution Center in 3Dsellers?
In 3Dsellers, the Resolution Center is in the left menu, under Orders & Disputes.
In the left menu, open Orders & Disputes, then Resolution Center.
Click Disputes to see your eBay cases, or Settings to set up email alerts.
The case list page is headed Resolution Center and carries the note The following data is for your eBay accounts only. The Learn How link in the blue banner above it opens this article, and the X closes the banner.
What is on the Resolution Center page?
The 3Dsellers Resolution Center list page has four parts, numbered in the screenshot below.
Count boxes - one box each for Escalated Cases, Returns, Cancellations and Inquiries, each with a number.
Cases History tabs - All, Returns, Inquiries, Cases and Cancellations.
Add Filter - builds a filter, such as a Seller filter for one of your eBay accounts.
Show Open Cases Only - a button for showing open cases only.
Under the toolbar, a table lists one case per row, 10 per page by default. At the right end of the toolbar are the search type list, the Search box, the column picker icon and the Synchronize icon.
How do I show only returns, inquiries, cases or cancellations?
In the 3Dsellers Resolution Center, click a tab under Cases History to choose which type of eBay case the table lists.
All lists every type in one table. Its Type column reads Return, Inquiry, Case or Cancel for each row.
Returns, Inquiries, Cases and Cancellations each list one type. These tabs add a tick box on every row and a Bulk Actions button, which the All tab does not have.
How do I search for a case?
In the 3Dsellers Resolution Center, you choose what to search by from a list next to the Search box.
Open the list at the left of the Search box. It shows Case ID: until you change it.
Choose what you will search by: SKU:, Item ID:, Order ID:, Case ID: or Buyer Username:.
Type the SKU, item number, order number, case number or buyer username in the Search box.
How do I filter the case list?
Use Add Filter in the 3Dsellers Resolution Center to narrow the list by Seller or by Status.
Click Add Filter under the tabs.
In the builder, choose the field: Seller (shown when the builder opens) or Status.
Choose how to compare, such as one of. The choices are in the table below.
Set the value in the third box, which says Select.
Click Add Filter in the builder. In the screenshot below it is greyed out and the value box still says Select.
Field | How you can compare |
Seller | one of, not one of, is, is not |
Status | contains, does not contain, equals, not equals to, starts with, has value, is empty |
The list opens with a chip that reads Seller one of followed by an eBay account name. The chip also has an X icon and a pencil icon. The Show Open Cases Only button sits next to Add Filter.
How do I get the latest case updates?
The 3Dsellers Resolution Center lists the eBay cases that 3Dsellers has synced from eBay. To ask for newer information, use the Synchronize icon.
Click the Synchronize icon, the circular arrows at the right end of the toolbar.
Wait while 3Dsellers shows We are getting updated information of your cases, please hold, then check the list.
What do the columns in the case list mean?
The 3Dsellers Resolution Center table has these columns: Item, Opened on, Buyer ID, Item SKU, Seller Account, Case ID, Return Comment, Respond By, Type, Status and Actions.
Click the sort arrows next to Item, Opened on, Buyer ID, Item SKU, Case ID or Respond By to sort the table by that column.
Column | What it shows |
Type | Return, Inquiry, Case or Cancel |
Status | The status of the case. Point at the ? next to a status to see its tooltip. |
Respond By | When a response is due. It can be blank, for example for closed cases. |
Actions | A speech-bubble button that opens the case ticket in Helpdesk, or a lock if your account does not have Helpdesk. See the next section. |
How do I open or reply to a case?
In the 3Dsellers Resolution Center, the Actions column is the way to the case ticket in Helpdesk.
With Helpdesk: click the speech-bubble button in the Actions column. The case ticket opens in a new tab.
Without Helpdesk: the Actions button is a lock. Pointing at it shows Opening a case needs Helpdesk. Case status stays visible here. Clicking it shows a Helpdesk required message.
Without Helpdesk, a banner on the page also says: Opening a case needs Helpdesk. You can track case status here, but replying to a buyer, marking a return as received, issuing a refund or marking a refund as sent happen in a Helpdesk ticket. It comes with a See Helpdesk plans button.
For the reply options inside a case ticket, see How to issue refunds and handle replacement cases in your support inbox.
Where is Bulk Actions and which actions does it list?
The Bulk Actions button in the 3Dsellers Resolution Center appears on the Returns, Inquiries, Cases and Cancellations tabs. It is not on the All tab.
Click a type tab: Returns, Inquiries, Cases or Cancellations.
Tick the cases you want. The Select all rows box at the top ticks the rows for you.
Click Bulk Actions. The button is greyed out until at least one case is ticked.
In the screenshot below, the Returns tab is open and Bulk Actions is greyed out.
The Bulk Actions menu in the 3Dsellers Resolution Center lists different actions on each tab.
Tab | Actions in the Bulk Actions menu |
Returns | Decline Request, Approve Request, Send Message |
Inquiries | Send a message, Issue refund, Provide refund info, Escalate |
Cases | Appeal Case Decision, Issue refund |
Cancellations | Approve Cancellation, Reject Cancellation |
Choosing an action opens the Bulk Action dialog. It says You may attach a message that will be sent in the case. and has a Message field with Cancel and Confirm buttons. The Message field is not required for the approve and reject actions. This article lists what the menu and the dialog show. It does not describe what happens to a case after you click Confirm. To work on a single case, open its case ticket from the Actions column, which needs Helpdesk.
How do I set up email alerts for cases?
The 3Dsellers Resolution Center Settings page lets you choose which email addresses get alerts and which eBay case events they are for. Open Orders & Disputes → Resolution Center → Settings. The page is headed Alerts.
Under Send alerts to these emails:, choose the addresses that should get alerts. The field offers verified email addresses only, and its hint reads Press enter to add multiple emails.
Under Select the alerts you would like to receive:, tick the events you want.
Click Save.
In the screenshot below, (1) marks Send alerts to these emails: and (2) marks Select the alerts you would like to receive:.
Each address you choose appears as a tag with an x. The info icon next to the field says In case your email does not appear above, click here to verify the email.
Group | Alerts you can tick |
Returns | Buyer created a return request. / Return request is closed. / Return refund is overdue. / Return is delivered. |
Inquiry | Buyer created an inquiry. / Inquiry case is closed. / Reminder before escalation. / Reminder to add tracking info. |
Cancellations | Buyer created a cancellation request. / Cancellation request is closed. |
Escalated Cases | Case escalated to eBay support. / Escalated case is now closed. |
Troubleshooting
The Resolution Center says No data
The 3Dsellers Resolution Center list shows No data when it has no rows to show. Click the All tab, empty the Search box, and check that the Seller one of chip names the eBay account you expect. Then click Synchronize to ask for updated case information.
A case I know about is missing from the list
The 3Dsellers Resolution Center page is for your eBay accounts only, and it lists the eBay cases that 3Dsellers has synced from eBay. Search for the case by Case ID:, Order ID: or Buyer Username:, check the Seller one of chip, and click Synchronize. If it is still missing, write to [email protected] with the case ID.
I see a lock instead of a button in the Actions column
Opening a case needs Helpdesk. In the 3Dsellers Resolution Center, the lock means your account does not have Helpdesk. You can still read the case status, but replying to a buyer, marking a return as received, issuing a refund and marking a refund as sent happen in a Helpdesk ticket. If your account has Helpdesk and you still see the lock, write to [email protected].
Bulk Actions is greyed out
In the 3Dsellers Resolution Center, Bulk Actions stays greyed out until you tick a case, and it appears only on the Returns, Inquiries, Cases and Cancellations tabs. Open one of those tabs and tick a case.
My email address is not in the alerts list
The email field on the 3Dsellers Resolution Center Settings page offers verified email addresses only. Follow the hint in the info icon next to the field to verify the address, then check the field again.
I ticked alerts but I am not getting emails
On the 3Dsellers Resolution Center Settings page, check that the address is under Send alerts to these emails:, the event is ticked in the right group, and you clicked Save. Then check your spam folder. If alerts still do not arrive, write to [email protected].
FAQ
Is the 3Dsellers Resolution Center only for eBay?
Yes - the 3Dsellers Resolution Center is for eBay accounts only. The page says The following data is for your eBay accounts only.
Do I need Helpdesk to see my cases in the Resolution Center?
No - without Helpdesk, the 3Dsellers Resolution Center still shows the status of your eBay cases. Opening a case needs Helpdesk, and the button in the Actions column is a lock until your account has it.
Can I reply to a buyer or issue a refund from the Resolution Center?
The 3Dsellers Resolution Center page says that replying to a buyer, marking a return as received, issuing a refund and marking a refund as sent happen in a Helpdesk ticket. You open that ticket with the speech-bubble button in the Actions column.
Can I send Resolution Center alerts to more than one email address?
Yes - the Send alerts to these emails: field on the 3Dsellers Resolution Center Settings page takes several addresses. It offers verified email addresses only.
Can I choose which Resolution Center alerts I receive?
Yes - on the 3Dsellers Resolution Center Settings page, tick only the events you want under Returns, Inquiry, Cancellations and Escalated Cases, then click Save.
Which eBay account's cases does the Resolution Center list show?
The 3Dsellers Resolution Center list opens with a chip that reads Seller one of and the name of the eBay account selected in the left menu. To change what the list shows, use Add Filter.