Close a Case on eBay
A case can be opened in the Resolution Center on eBay when a Seller wants to cancel a transaction for any particular reason, such as if a Buyer refuses to pay for an item. After a case has been resolved, or if a certain amount of time has passed without both parties coming to a resolution, a Seller can go into eBay and manually close a case. Follow the steps outlined in this article to learn how to close a case on eBay.
Contents
Steps
Closing a Case When a Transaction is Cancelled
- Go to eBay’s website at http://www.ebay.com/.
- Click on “Sign in” at the upper left corner and log in to eBay with your username and password.
- Visit the eBay Resolution Center at http://resolutioncenter.ebay.com/.
- Scroll down to the section labeled “Your cases” and click on the case you want closed.
- Select your reason for wanting to close the case. Your options will be, “I want to end communication with the buyer,” and “The buyer and I have completed this transaction successfully.”
- Type in any comments or details about the case you wanted saved on file into the message box provided. For example, if you and a Buyer have willingly agreed to cancel a transaction, type “Buyer has agreed to cancel the transaction and the item will not be sent out.”
- Click on “Close Case.” That particular case will now be officially closed and cannot be reopened, however, you will still have the ability to view details about the case in the Resolution Center.
Closing a Case When a Buyer Doesn’t Pay
- Visit the eBay website at http://www.ebay.com/.
- Click on “My eBay” in the upper right corner and sign in with your eBay username and password.
- Go to eBay’s Resolution Center home page at http://resolutioncenter.ebay.com/.
- Determine whether you have the ability to manually close your case. You can only close a case if a Buyer still hasn’t paid and at least 4 days have passed since you opened the case, or if the Buyer paid, but did not use an approved form of electronic payment.
- Scroll down to the “Your cases” section and click on the case you want to close.
- Select an option next to “Have you received payment from the buyer?”
- Click on “Close Case.” Your case will now be officially closed and cannot be reopened, but can still be accessed and reviewed in the Resolution Center.
Tips
- In the event that a Buyer doesn’t pay you for an item, make sure that you close the case within 36 days of the listing’s end date to receive a final value fee credit from eBay. Otherwise, eBay will automatically close the case for you and you will no longer be eligible for the final value fee credit. For all other types of cases, you will have 60 days in which to manually close a case in the Resolution Center and be eligible for the final value fee credit.
- If you are a Buyer who has opened a case against a Seller, then the eBay Customer Support team will be responsible for handling and closing your case. If you want a case closed as a Buyer, go to the eBay Resolution Center at http://resolutioncenter.ebay.com/ to check whether eBay Customer Support has requested any additional information from you that is needed for resolving the case.
