Reading and managing returns and disputes

Check that cases are available#

The section for orders with issues collects eBay cases available for the selected stores: returns, cancellations and disputes. Reading and acting on them requires the relevant integration to be configured and the account to be allowed to make changes.

If Qublo says retrieval of returns, cancellations and disputes is not configured, check requests directly on eBay. An empty list in that context does not mean there are no cases. Tell support which store is affected and include the notice; normal order synchronisation is a separate feature.

Find the case and open Details#

1. Open the section for orders with issues.
2. Choose the store and, if needed, the unresolved or resolved filter.
3. Search for the eBay order ID, reference or reason.
4. Click Details on the row.
5. Read the case type, reason, status, opening date and any deadline.

When an associated order exists, use the open-order action to compare the sale. Identify the case by its references: two requests about the same product are not necessarily the same case.

Read where each action is performed#

Buttons depend on the actions made available for that case. Qublo distinguishes three paths:

• Direct action: sends the request through the integration and shows its outcome.
• Qublo conversation: opens the linked messages to communicate with the buyer.
• eBay Seller Hub: opens the marketplace, where you complete the operation.

The action description helps identify the path. Opening an eBay tab does not automatically close the case. Qublo does not mark it complete until the required confirmation is available. You can consult historical cases or cases without available actions, but do not assume every change is executable.

Use only actions available for the return#

When made available, a case may offer Accept return, Reject return, Partial refund (once) or other paths such as full refund, replacement and messaging. Not every option appears in every case, and some must be completed on eBay.

For a partial-refund proposal that can run directly, complete Amount in the currency shown and recheck the sum before clicking the button. A missing or non-positive value does not allow that proposal. If a partial refund has already been offered, the option may no longer be available.

A message confirming a refund offer is not proof that payment has already been credited. Check the case status on eBay.

Read dates and additional checks without treating them as outcomes#

A return may show its received date, refund deadline and other timing notices. Use the dates for the specific case and check on eBay if in doubt; do not reconstruct them solely from the sales order.

If Evaluate a damage deduction appears, the dialog allows an evaluation using the item's condition on return and a percentage. Validate policy checks the request; it does not issue the refund. The result may direct you to Complete and verify the refund on eBay. A favourable evaluation is neither a legal guarantee nor confirmation that the customer has already been refunded.

Handle the dispute through the indicated path#

Open Details and read the reason, status and deadline. If Submit evidence appears, check the action description and complete the process in Seller Hub when required. Qublo does not automatically upload evidence or generate tracking numbers.

Collect communications and sale references relevant to that case. A customer message may clarify the problem but does not replace the required case response. After acting on eBay, check the result there, then the status available in Qublo.

Example: distinguish a decision, proposal and closure#

In a demonstration example, a return request appears. Open Details and read the actions: if Accept return is directly available, wait for confirmation of the decision. If another action opens eBay, complete it there before considering it done.

If you propose a partial amount, treat the outcome as a proposal and check what follows in the case. If a request fails or the tab loses its connection, verify on eBay before repeating the operation. For a disabled button, check status, amount, linked order and message; for a persistent problem, send support the case ID, order ID and attempted action, without attaching unnecessary personal data.