How do I answer returns, cancellations and eBay cases?

Returns & disputes in the side menu lists the returns, item-not-received requests, cancellation requests and eBay cases of the store you’re viewing. Needs action shows the ones eBay is waiting on you for. Answer them before eBay’s deadline.

AslDrop checks eBay by itself, and new requests usually show up within an hour. The refresh button next to the search box checks eBay right away.

What you can do here

Open a request to see what the buyer asked, the money and dates, and what eBay is waiting for. The buttons are only the steps eBay offers for that request right now:

Returns: Accept return, Decline, Offer partial refund, Refund, I got it back, Message buyer, and Ask eBay to step in when eBay allows it.
Item not received: Add tracking details, Refund the buyer, or Send the buyer a message. An AI draft of that message costs 1 AI credit; nothing is sent until you press Send message.
Cancellation requests: Accept cancellation, or Decline — it already shipped.
eBay cases: Appeal decision, when eBay allows an appeal.

Anything eBay only offers on its own site, such as buying an eBay return label or changing the return address, is done on eBay: use Continue on eBay. A refund is sent by eBay straight away and can’t be undone.

Sending the buyer a return label

When eBay is waiting for a return label from you, you can send your own, for example the label from the Amazon return:

Save the return label as an image (PNG, JPG or GIF; a screenshot of the QR code works). eBay messages don’t take PDFs.
On the return, press Send label to buyer and attach it. It goes to the buyer as an eBay message.
When the buyer has it, press Confirm label sent and enter the carrier and the label’s tracking number.

Following the item back to Amazon

When the order was bought on an Amazon account connected on the Fulfillment page, AslDrop finds the return on Amazon by itself and shows when Amazon refunds you. Otherwise paste the return’s tracking link on the return (on Amazon: Your Orders → the returned item → Track package) and AslDrop follows the parcel.

Good to know

An open cancellation request doesn’t stop Auto Order. Only a cancelled order does. If the item was already bought on Amazon when you accept, cancel that Amazon purchase too.
Automatic AI replies never answer a buyer who has an open return, request or case.
Team members can message the buyer, add tracking, send labels and press I got it back. Refunds, accepting, declining, appeals and asking eBay to step in are for the store owner.