Marketplace disputes · checked 14 October 2026
Answer PayPal, eBay, Etsy and Amazon cases properly
When a buyer complains to the platform instead of their bank, the platform decides, on a short deadline and its own evidence rules. Miss the deadline or send the wrong proof and you lose by default.
| Platform | Deadline | Guides |
|---|---|---|
| PayPal | Reply within 10 days of the dispute opening. If you don't and the buyer escalates it to a claim, PayPal decides for the buyer. The buyer can escalate any time in the first 20 days. | Item Not Received Significantly Not as Described |
| eBay | 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. | Item Not Received Doesn't Match Listing |
| Etsy | The buyer must message you first and wait 48 hours before opening a case. Once a case is open, answer it quickly (Etsy now expects a reply within 48 hours) or Etsy may decide for the buyer. | Order Not Received Not as Described |
| Amazon A-to-z | Respond to Amazon within about 72 hours of the claim notice, or the claim is granted to the buyer. If Amazon decides against you, you get one appeal, usually within 30 days of the decision. | Not Received Not as Described or Return Issue |
Got a card chargeback through Stripe or Shopify instead? See the reason-code guides.