Help Article

How do I respond to a dispute?

You can communicate directly with your buyer through a message board in the dispute case. Here's how to respond to a dispute:
  1. Go to Resolution Center.
  2. Click View next to your case.
  3. Click Message buyer or Offer full refund.
  4. Write a message to your buyer and enter any relevant information (such as tracking information).
  5. Follow the instructions on the page.
You have 20 days from the date a dispute is opened to communicate with your buyer. If you and your buyer aren’t able to resolve the problem, you or the buyer can ask us to investigate by escalating the dispute to a claim. If the dispute is not escalated within 20 days, it’ll be automatically closed.

To learn more about the dispute process, please view Tutorial: How to respond to a transaction.
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