SellerHint

Both products

Case Center overview

Review return requests and Item Not Received cases, message buyers, accept returns and issue refunds — and know which actions still belong on eBay.

The response workflow below applies to SellerHint for Mac. Web Cases is not connected yet; use eBay for case work in the Web product.

Case Center shows active return and Item Not Received cases for a connected store, so open cases are not something you discover late. You can also respond to them from SellerHint rather than going back to the marketplace to find the case again.

Working through a case

  1. Open Case Center and select the store. Cases are always shown within one store.
  2. Open the case and read the timeline, the order details and any tracking information.
  3. Choose an action. SellerHint shows only the actions eBay currently permits for that case.
  4. Review the confirmation step for anything financial, then submit.
  5. Refresh to confirm the case shows the action and its updated state.

What you can do here

  • Message the buyer
  • Accept an eligible return request
  • Issue a full refund
  • Offer a partial refund

What still happens on eBay

Things worth knowing

  • eBay sets the deadlines and the rules for a case. Replying through SellerHint does not extend a deadline or change how the case is judged.
  • Only supported case types appear. A case type that is not supported will not be listed.
  • Cases belong to one store and are never merged across stores.
  • Case messages contain buyer information. Treat them as personal data, and remove buyer details from anything you send to support.

Related articles