Managing an order that needs attention

Identify the problem#

An unrecognised-product notice concerns its link to the Qublo inventory. Cancellations, returns and disputes concern the sale on eBay instead. Read the message and note the order ID and store before taking action.

Check an unrecognised product#

1. Open the eBay order named in the notice.
2. Compare title, variation, quantity and listing reference with the product sold.
3. In Qublo, check that the same store and market are selected.
4. If the link is still missing, open a support ticket with those references and the full message.

Do not match an item using its title alone. While linking is incomplete, cost and other information may be unavailable. The notice alone does not indicate a failed shipment.

View returns, cancellations and disputes#

1. Open the section for orders with issues.
2. Filter by store and case status, or search for the eBay ID.
3. Open the case and read its reason, status, any deadline and available actions.
4. Use Open case on eBay to check it on the marketplace.

Verify the action’s result#

After each action, check the confirmation and case status. If the outcome is uncertain, check on eBay before repeating it. When asking for help, provide the order ID, store, action used and message received. In a screenshot, hide the address and unnecessary buyer details.

Collect references that distinguish the cases#

Before acting, separate three references: eBay order ID, listing ID and Amazon ASIN. The first identifies the sale, the second the marketplace offer and the third the supplier product. Two orders can contain the same item without being the same case.

Note the store and country, then read the full notice. If the row indicates an unrecognised product, the useful check is to compare the item sold with the inventory. If a return or dispute appears, you need to read the case and its current terms instead.

An unavailable cost may result from a missing link: do not replace it with a figure from a similar product. Likewise, a Tracked label concerns the Amazon link and does not prove the order has a tracked shipment.

Read the case before choosing an action#

The orders-with-issues list may show type, reason, status, who opened the case and dates. Details expands the individual case's context. If the case is linked to a Qublo order, the open-order action lets you check the corresponding sale.

Actions change according to the type and what eBay makes available. Some open the conversation, others can run directly, and others require you to continue in eBay Seller Hub. Read the action description: opening eBay does not mean the action has already been completed.

Do not interpret a historical case or one without actions as permission to make alternative changes. Check status and deadline on the marketplace when data is uncertain. Reading and managing returns and disputes explains these paths; Cancelling an order distinguishes seller cancellation from a buyer's request.

Example: a missing cost and a return request are different issues#

In the first demonstration case, an order has an unavailable cost and an unrecognised product line. Compare the listing, variation and quantity with the inventory and, if the link is still missing, send those references to support. An invented product code or another item's cost does not resolve the match.

In the second case, the order is recognised, but the buyer has opened a return. Open Details, read the case's reason and status, then use only an action that is actually present. Linking the product to Amazon does not close the return.

If case retrieval is shown as not configured, go to eBay to check open requests. In a Qublo support report, include the case type, attempted action and result. For an uncertain outcome, check the marketplace first: avoid repeating a refund or cancellation simply because the page showed a network error.