How to Appeal an eBay Item Not Received Decision as a Seller

Is an appeal still the right route?

Use the closure timestamp shown in the case and submit promptly. “Calendar days” includes weekends. If you are near the boundary or the account does not show an appeal option, contact eBay about that exact case immediately; a call or message is not a promise that an appeal has been lodged.

The key question is not whether the result feels unfair. It is whether you can show something relevant that the original decision did not take into account. There is no wording that guarantees reversal.

What counts as new information for an INR appeal?

eBay asks for additional information. For an INR decision, its examples include tracking establishing receipt before closure and proof the buyer had already been refunded before closure. Use the decision reason to decide which evidence matters.

If evidence existed but you could not obtain it before the decision, explain that briefly and attach it now. If you previously supplied it, say exactly what you think was missed rather than claiming the same file is newly discovered. Whether it is sufficient is for eBay to decide.

Do not mix the two dates

For a delivery-evidence appeal, also check the original tracking upload date, destination and applicable signature requirement. The ordinary UK-checkout threshold is £450 including postage and tax, with programme exceptions. A late document does not backdate tracking upload or manufacture missing protection.

eBay’s appeal evidence examples; original delivery-evidence requirements; signature confirmation policy.

Prepare one appeal that is easy to review

Build a small bundle around the disputed finding. Keep the full originals; submit the records that explain the point. The following is a practical organisation method, not an extra eBay policy requirement.

1. Identify the case. Order number, case number, closure date and what eBay decided.
2. Name the new information. One sentence describing the added document and when you obtained it.
3. Connect it to the finding. Explain what it proves about this order, with the actual delivery or refund date.
4. Provide a short chronology. Dispatch, tracking upload, delivery/refund, closure, then new-document receipt. Mark unknown dates as unknown.
5. List the attachments. Give each a plain label, such as “Carrier record — delivery date and destination”.
6. Ask for the review. Request reconsideration of the specific INR decision in light of the additional information.

A final evidence checklist

• The carrier reference in the new document matches the eBay order.
• The event date is legible and distinguished from the screenshot/download date.
• Any destination match is supported by the record, not your assumption.
• Required signature evidence is included, or any gap is accurately acknowledged.
• A claimed earlier refund has a transaction reference, amount, date and completed status.
• You have retained the closure notice, original submission and new submission confirmation.

Remove unrelated conversations and repeated screenshots. Include the relevant buyer messages where they establish a fact, rather than sending the entire message history without explanation. Do not replace delivery evidence with an accusation of fraud.

How to submit the seller appeal

eBay’s UK help currently directs sellers through the transaction defect report in Seller Dashboard for cases closed without seller resolution:

1. Open your Seller Dashboard.
2. Expand Closed without seller resolution.
3. Choose See cases and find the item.
4. Open See details, then send an appeal with all the new information you want reviewed.

Check that you selected the right order and that the files are legible before sending. Save a copy of the text, attachments and acknowledgement. If the expected option is missing, use eBay’s signed-in help for that order and keep the remaining deadline visible.

Navigation verified against eBay’s current seller appeal instructions.

Concise example appeal wording

This example fits newly obtained delivery evidence. Replace the brackets and remove anything you cannot substantiate; do not use it for a parcel that arrived only after the case closed.

Please review the INR decision for order [number], case [number], closed on [date]. The decision stated [relevant reason].

I am supplying additional information: [document], obtained on [date]. It records [exact delivery event] on [event date before closure], under tracking [reference], with [verified destination information] matching Order details. [State applicable signature evidence only if supported.]

Attached: [short numbered list]. This information addresses [specific missing fact]. Please reconsider the case outcome in light of it.

For an earlier-refund issue, replace the delivery paragraph with the completed eBay refund reference, amount and date before closure, plus the record showing it. Do not imply you issued a refund merely because eBay later debited your balance.

What happens after you submit?

eBay reviews the case and the additional information, then gives a final decision. Its guidance says it normally responds within 48 hours, although reviews can take longer. That is a review estimate, not a guaranteed payout time or a reason to leave another deadline unattended.

Monitor eBay messages and the case for requests for more information. Reply through the stated route, keep any new correspondence and check that all documents relate to the same order.

If the appeal succeeds

Read what eBay actually changed and reconcile the case record, balance and seller dashboard. Its performance guidance says a successful case appeal removes the associated case-closure defect. Do not assume that an unrelated feedback or account issue was also reviewed.

If the appeal fails

Keep the final reason and the evidence you submitted. The published appeal process does not promise repeated reviews of an unchanged argument. Ask eBay to clarify a specific unresolved point if necessary; do not rely on another attempt suspending other deadlines.

Check whether a separate courier investigation or compensation route still exists. Confirm the label supplier, claimant, booked service, cover, value evidence and its own time limit. An unsuccessful eBay appeal neither establishes courier liability nor automatically removes that route.

Appeal review and final decision; eBay’s case-appeal and performance guidance.

Is this actually a payment-dispute protection appeal?

An eBay INR appeal challenges eBay’s marketplace decision. A payment dispute is decided by the buyer’s bank, card provider or other payment institution. Sending a marketplace appeal does not answer a payment-dispute notice.

There is also a separate review of eBay’s decision that you were ineligible for payment-dispute seller protection. That policy permits contact with eBay within 30 calendar days of the payment-dispute outcome being communicated. It is not the same starting event as marketplace case closure and does not make eBay the decision-maker for the bank’s dispute.

Use the seller guide to payment disputes and protection reviews if that matches your notification. If there has been no decision and tracking is merely disputed, use the delivered-but-not-received evidence audit. For the original response stage, return to the seller INR guide.

Payment-dispute protection appeal policy.