Use a ticket when the issue belongs to an order
A support ticket is the best route for anything connected to a purchase: late delivery, damaged item, wrong item, refund, return, seller silence, or evidence review.
Start it from the order page whenever possible. That attaches the buyer, seller, item, payment, tracking, and messages to the same case.
Step 1: Open Buyer > Orders and choose the affected order.
Step 2: Use the support or ticket option on that order.
Step 3: Pick the issue type, write what happened, and attach the strongest evidence you already have.
Step 4: Reply inside the same ticket until the case is resolved. Do not open duplicate tickets for the same order.
Ticket statuses
- Open - the ticket is active and can be worked on
- Hold - support is waiting for information, evidence, or an internal review
- Resolved - support believes the issue has been answered or actioned
- Closed - the conversation is closed. Buyers can reopen their own ticket if the same issue still needs attention
Who can reply
The buyer can reply from the order ticket. The seller can reply from Seller > Tickets when the ticket relates to one of their orders. Support and admin teams can reply with messages visible to the relevant side.
If a seller has not replied to you, do not chase them outside eBuy. A ticket keeps the conversation reviewable.
Attachments
- Buyer ticket messages can include JPG, PNG, WebP, PDF, DOC/DOCX, MP4, MOV, or WebM files up to 50 MB
- Seller ticket replies can include JPG, PNG, or WebP image files up to 4 MB
- Some return-ticket attachments are disabled until support enables them. If the form says attachments are disabled, reply with the details and wait for support to open uploads
What evidence to attach first
- Order number or listing reference if it is not already attached
- Courier tracking screenshot for delivery issues
- Photos of parcel damage before opening
- Unboxing video starting from the sealed parcel for damage or mismatch cases
- Side-by-side photos comparing the listing and what arrived
Do not create a second ticket to get attention. It splits the evidence and usually slows the review down.