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Using Unpaid Item Assistant


When there's a problem with a transaction and the buyer doesn't pay, Unpaid Item Assistant can save you time and effort. Unpaid Item Assistant automates the process of opening and closing unpaid item cases. You can set it up to automatically open a case after a specified time – 4, 8, 16, 24 or 32 days after the listing ended.

Then after the case is opened, the buyer has up to 4 days to pay, and when they do, the case closes automatically.

If they don't pay, the case closes automatically, you get a final value fee credit, and the unpaid item is recorded on the buyer's account. You can then relist your item at any time.

If you'd rather open and close cases manually, you can in our Resolution Centre or in the Orders section of Seller Hub. You and the buyer can also agree to cancel the transaction.

Requirements

Unpaid Item Assistant works if:

  • You use eBay checkout or a third-party listing service that uses eBay checkout.

  • You opt in to Unpaid Item Assistant.

  • Buyers pay via checkout, using PayPal or a credit card (because this allows Unpaid Item Assistant to detect their payment).

    • If your listing includes a payment method that we can't track (bank transfer, local pickup, etc.), you'll need to remove it before you can use Unpaid Item Assistant for those listings.

    • If you accept credit card payments over the phone or through another method, Unpaid Item Assistant won't be able to tell whether the buyer has paid.

Setting it up

Here's how you can opt in:
  1. Go to My eBay > Account > Site Preferences or Seller Hub > Shortcuts > Site preferences.

  2. Click Show to the right of Unpaid Item Assistant, and then click Edit.

  3. Select Yes – I want Unpaid Item Assistant to open and close cases on my behalf, and then in the drop-down menu, select the number of days you want Unpaid Item Assistant to wait before opening a case. If you don't see the lower settings (for example, 4 days), you need to update your combined payments preference.

  4. Make sure the Real-time option is selected if you want to automatically receive an email:

    • When Unpaid Item Assistant opens a case

    • When Unpaid Item Assistant closes a case or a case expires

  5. Under Automatically relist the item when the case is closed with no payment, select Yes or No. Learn more about automatic relists.

  6. Under Exclude buyers from the Unpaid Item Assistant, enter the user IDs of any members with whom you do not want Unpaid Item Assistant to automatically open cases. Learn more about excluding buyers.

  7. Click Save.

Note: You need to opt in to Unpaid Item Assistant on every eBay site you use. If you sell in the Parts & Accessories category on eBay Motors, you'll need to opt in by first signing in to eBay Motors and then following the instructions above.

Turning it off

Turning off Unpaid Item Assistant allows you to give your buyer more time to make a payment, and it also prevents placing an unpaid item record on the buyer's account automatically. Once you turn it off, you can't turn it back on for that transaction.

To turn it off for a specific transaction:
  1. Go to My eBay > Sold or Seller Hub > Orders > Awaiting payment .

  2. Find the transaction, and from the More actions drop-down menu, select Turn off Unpaid Item Assistant.

If a case has already opened, you can still turn off Unpaid Item Assistant to prevent the case from closing automatically.

To turn off Unpaid Item Assistant for an open case:
  1. Go to the Resolution Center, click the Sign in link in the Your Cases section, and then sign in.

  2. Find the item in the list of cases.

  3. Click the Take action link and select Turn off Unpaid Item Assistant from the drop-down menu.

If you turn it off and the buyer pays using one of the electronic payment methods, then the case closes automatically. But if the buyer uses another method, you need to go to the Sold section in your My eBay and select Mark As Payment Received in the drop-down menu.

If the buyer doesn't pay, you need to close the unpaid item case yourself. If you don't, it automatically closes on the 37th day after the case was opened. You won't get a final value fee credit, and an unpaid item won't be recorded on the buyer's account.

To turn it off for all future transactions:
  1. Go to My eBay > Account > Site Preferences or Seller Hub > Shortcuts > Site preferences.

  2. Click Show to the right of Unpaid Item Assistant, and then click Edit.

  3. Select No thanks – I'll use the standard unpaid item process as needed, opening and closing cases manually.

  4. Click Save.

Automatically relisting items and adjusting quantities

You can set up Unpaid Item Assistant so that when a case closes without payment, it will be relisted automatically, in the same format and with the same upgrades as your original listing. Or, if the listing was for multiple items and it's still active—and there were still items left when the buyer originally agreed to make a purchase—the quantity on your listing will automatically adjust so that the item can be sold to a new buyer.

To set up Unpaid Item Assistant to automatically relist items and adjust quantities:
  1. Go to My eBay > Account > Site Preferences or Seller Hub > Shortcuts > Site preferences.

  2. Click Show to the right of Unpaid Item Assistant, and then click Edit.

  3. Make sure you've selected Yes – I want Unpaid Item Assistant to open and close cases on my behalf.

  4. Under Automatically relist the item when the case is closed with no payment, select Yes.

  5. Click Save.

Keep in mind that you'll still be responsible for any fees associated with relisting your item, although your listing may be eligible for an insertion fee credit if your item sells the first time you relist it.

If your listing was for multiple items and the listing ended before Unpaid Item Assistant closed the case, your item won't be relisted, unless the unpaid transaction included the remaining items in your listing. If the unpaid transaction did include the remaining items in your listing, we'll automatically relist those items.

Examples of how Unpaid Item Assistant works with multiple-item listings:
  • If the buyer who didn't pay bought the last 3 items in your multi-quantity listing, your items will be relisted as multi-quantity listing with a quantity of 3.

  • If the buyer who didn't pay bought the last item in your multi-quantity listing, your item will be relisted as a single-quantity fixed-price listing.

  • If the buyer who didn't pay bought 2  items, and there were other items remaining at that time, and the listing was still active when Unpaid Item Assistant closed the case, we'll adjust the quantity of your listing so that those 2 items are available for purchase again.

  • If the buyer who didn't pay bought 2 items, and there were other items remaining in your listing at the time, but the listing was no longer active when Unpaid Item Assistant closed the case, we won't relist your items.

Excluding certain buyers from Unpaid Item Assistant

You can create a list of buyers with whom you don't want Unpaid Item Assistant to automatically open cases. You may want to do this to give preferred buyers more time to pay whenever they buy from you. You'll need to manually open cases with these buyers if they don't pay.

To exclude certain buyers from Unpaid Item Assistant:
  1. Go to My eBay > Account > Site Preferences or Seller Hub > Shortcuts > Site preferences.

  2. Click Show to the right of Unpaid Item Assistant, and then click Edit.

  3. Make sure you've selected Yes – I want Unpaid Item Assistant to open and close cases on my behalf.

  4. Under Exclude buyers from the Unpaid Item Assistant, enter the usernames of any members with whom you do not want Unpaid Item Assistant to automatically open cases.

  5. Click Save.

 

How it affects Feedback

If you're using Unpaid Item Assistant, it automatically blocks Feedback from buyers who haven't paid. As soon as it opens a case, the buyer won't be able to leave Feedback for your transaction until the case is closed and you've received payment.

If a buyer doesn't pay, an unpaid item is recorded on their account and any Feedback they left for your transaction before the case was opened is removed. If they haven't left Feedback yet, they won't be able to once the unpaid item is recorded on their account.

However, buyers can leave Feedback in these situations:

  • Before Unpaid Item Assistant opens the case

  • If they pay after the case is opened

  • If they successfully appeal after the case is closed (any previous Feedback left will be reinstated)

  • If an unpaid item wasn't recorded on their account after the case closed

The fine print

While Unpaid Item Assistant works for most eBay listings, including items listed in eBay Motors Parts & Accessories, it isn't yet available for eBay Motors vehicle purchases. If you've sold a car and haven't received payment, you can open an unpaid item case in our Resolution Center.

Note: Sellers who use Unpaid Item Assistant will be blocked from opening an unpaid item case when the buyer pays electronically through eBay.

eBay Quick Tips

How to use Unpaid Item Assistant
Watch our video about using Unpaid Item Assistant.

2 minutes

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