If a buyer does not pay for an item, you should start an unpaid item case to claim back the fees.
This can be done from the order profile in seller hub > orders
To automate this process you can engage the unpaid item assistant. This will automatically start an unpaid item case after a set number of days and close it automatically a few days later.
This is set in account settings > site preferences > Preferences for items awaiting payment
If a customer is now happy with the item they have purchased they can start a dispute. Disputes have two stages
- Work it out. Buy and seller communicate about their issues
- Escalated to eBay. The buyer escalates the issue to eBay and they adjudicate
Disputes can take two forms:
- Item not received. Under these circumstances the buyer must provide tracking details otherwise they will lose the case if the buyer decides to escalate
- Not as described. This will usually result in the buyer returning the item to the seller at the seller’s cost if the buyer decides to escalate.