eBay guide · checked 14 October 2026
How to answer an eBay "doesn't match listing" case
The buyer opened a return saying the item doesn't match the listing. This isn't a bank chargeback: eBay decides it, using its own rules. To win, show that the item matched your listing, so the case should be handled as a normal return rather than a 'not as described' defect on your account.
Your deadline
You have 3 business days to resolve the request before you or the buyer can ask eBay to step in. Once eBay steps in you can no longer refund it yourself. You can appeal eBay's decision within 30 days of the case closing.
Evidence that wins it
- The listing as it was when sold (title, photos, item specifics, condition notes) (key)
- Your photos of the item before it shipped (key)
- Buyer's photos compared against your listing
- Messages where you offered a return or partial refund (key)
- Proof of delivery
If eBay rules 'doesn't match listing', you usually pay return postage. You can appeal within 30 days with new evidence, such as the buyer returning a different item.
What your reply should say
The item matched the listing title, photos and item specifics. The buyer's complaint describes a change of mind rather than an item that differs from the listing. Then list each piece of proof as a numbered exhibit, so whoever reviews the case can match your words to your files.
Where to send it
Seller Hub → Orders → Returns and cancellations (or Requests and disputes) → the request. Add tracking, send the buyer the letter, and if eBay steps in, upload the same exhibits to the case.
Other marketplace cases: PayPal: Item Not Received · PayPal: Significantly Not as Described · eBay: Item Not Received · Etsy: Order Not Received · Etsy: Not as Described · Amazon A-to-z: Not Received · Amazon A-to-z: Not as Described or Return Issue · All marketplace disputes
Platform rules change. Check the deadline shown on your own case before you rely on these dates.