Here's what we found for "Appealing the decision on a case"

If you're unhappy with the decision on a case, you can appeal within 30 days of the case being closed. You’ll need to provide new information in your appeal.

  • Additional information for an appeal can include:
    • Tracking details showing the buyer received the item
    • Photos and/or documents showing the item matches the listing description
    • Proof the buyer received a refund before the case was closed
  • To start an appeal:
    • Go to your seller dashboard and expand Closed without seller resolution.
    • Select See cases and find the item in the list.
    • Select See details and then select send us an appeal.


  • Additional information for an appeal can include:
    • Photos showing the item doesn't match the listing description
    • Tracking details showing the seller received your return  
  • To start an appeal:
    • Find the item in your purchase history and select See case details.
    • Select send us an appeal.

Once we’ve received your appeal, we’ll review your additional information  and get back to you with a final decision.

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