Disputes
How eBay order disputes appear and how to handle them on the Order Issues page.
When a dispute appears
In the Status column these cases all have the Dispute label, and the Opened by column always shows Customer:
| Case | What it means |
|---|---|
| "Item Not Received" inquiry | The customer says they didn't receive the package and contacted you through eBay |
| "Item Not Received" case | The customer took the inquiry to the eBay Resolution Center |
| Return taken to the Resolution Center | The customer opened a case on a return that wasn't completed |
Droopify reads disputes from eBay automatically. If an order also has a return or a cancellation, the row shows the dispute.
Order Disputed popup
On the Orders page, the Dispute entry of the status menu opens the Order Disputed popup, which checks the dispute on eBay or marks the order only on Droopify: see Set as Disputed.
Notices of an Unresolved dispute
Under the row of an Unresolved dispute, a notice tells you what to do:
| Case | What Droopify suggests |
|---|---|
| "Item Not Received" inquiry | Check the shipment status right away. If the package is in transit, reply to the customer with the tracking number and expected delivery date; if it shows as delivered, provide proof of delivery. If you ignore it, it can become a case and give you a defect |
| "Item Not Received" case | You have a few days to respond: if the package was delivered provide proof of delivery, otherwise refund right away to avoid eBay ruling against you, with a defect on your eBay store |
| Return taken to the Resolution Center | Resolve it quickly: accept the return and refund when the product comes back, or refund directly. If eBay steps in you get a defect and an automatic chargeback |
Handling a dispute
- In Order Issues read the notice under the row.
- Click View Order to check the tracking number and the shipping status (Order details).
- On eBay reply to the inquiry or case: tracking, proof of delivery or refund.
- The status updates automatically. To avoid waiting, click Update on the row and then Update in the popup.
What changes in the order
- While the dispute is Unresolved, on the Orders page the order shows the notice "The customer opened an "Item Not Received" inquiry..." or "The customer opened a case in the eBay Resolution Center..." with the link Click here to view the request.
- When the dispute closes on eBay, the order moves to the Dispute status (Order statuses), its profit becomes 0 and the row stays here as Resolved.
- If eBay closes a case in your favour, the dispute is removed from the order: if the order has no other issues, it leaves this page.
- If the dispute is no longer valid (for example the parcel arrived) and the order still shows the wrong status, you can remove it without resetting the order: see Clear Order Issues.