# Disputes

> How Droopify shows eBay disputes in Order Issues: Item Not Received inquiries, Resolution Center cases, notices and what to do on eBay.

Source: https://docs.droopify.co/en/disputes
Last updated: 2026-10-20

How eBay order disputes appear and how to handle them on the [Order Issues](https://docs.droopify.co/en/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](https://docs.droopify.co/en/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](https://docs.droopify.co/en/mark-order-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

1. In **Order Issues** read the notice under the row.
2. Click **View Order** to check the tracking number and the shipping status ([Order details](https://docs.droopify.co/en/view-order-details)).
3. On eBay reply to the inquiry or case: tracking, proof of delivery or refund.
4. 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](https://docs.droopify.co/en/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](https://docs.droopify.co/en/clear-order-issues).