Case list

Q: Why don’t I see Cases in the sidebar?

Cases appears only when Enable eBay Cases is on in Admin›Company Settings and your user has the Cases permission. The switch itself appears only after an eBay account is connected. Ask an admin to check both.

For: Everyone who handles eBay returns and item-not-received casesRequires: The Cases permission, an eBay account and Enable eBay Cases switched on in Company SettingsScreenshots show sample data

The case list is where you see the returns and item-not-received cases your eBay buyers open, before eBay’s deadline runs out. Each row is one eBay case of one of your eBay accounts: a return request, or an inquiry from a buyer whose item has not arrived. Open it from Cases in the sidebar. The list shows open cases only until you ask for more, and it is the same list for everyone who has the Cases permission, limited to the eBay accounts each person may see. To answer a case, select its row; what you can do inside a case is in The case screen, and how cases reach Replyco and what happens to them over time is in eBay cases.

What you can do here

See every open eBay case in one place. Returns and item-not-received inquiries from all your eBay accounts are listed together, with eBay’s type, state and status and the date by which eBay expects your answer. Read a row · eBay cases
Find a case. Search by case number, buyer name, e-mail address or eBay user ID, and filter by account, by two case types, by status, and by read state. Search and filter the list
See closed cases. Closed cases are hidden until you choose All in Additional Filter. Show closed cases
Fetch a case straight from eBay. Marketplace search looks up one case by its eBay number, also a case Replyco has not imported yet. Look up a case on eBay
Put the most urgent case on top. Sort by Resolve By, and show up to 100 cases per page. Sort and page through the list
Keep track of what the team has seen. Bold rows are unread; mark cases read or unread one by one or several at a time. Mark cases read or unread
Read the latest note without opening the case. Read the latest note
Get fresh data from eBay now instead of waiting for the next automatic update. Update the list from eBay
Choose the columns you see. Choose the columns

The screen at a glance

The Cases screen in Replyco for the fictional store Northwind Electronics. At the top are the heading Cases with a ⋮ menu, and on the right the Sync, Refresh and Filters buttons. The table lists six open eBay cases of the account northwind-electronics with the columns Case ID, Created Date, Type, State, Status, Notes Count, Account, Customer ID and Resolve By. The first row, case 5301846219 from emily_ev2014, is a Money Back return in the state Return Label Pending with the status Waiting for Return Label, one note and Resolve By "in a day". Unread cases are bold on white; five rows have a yellow bar at the left edge, the Return Requested row has none. Paging is at the bottom right. — The case list shows every open eBay return and item-not-received case of your eBay accounts, one row per case.

Region	What it shows	What you do there
Heading, top left	Cases and the ⋮ menu with Edit Columns	Choose the columns
Buttons, top right	Sync, Refresh and Filters	Ask eBay for fresh data, reload the list, open the search and filters
Filter tags, under the heading	One tag per filter you set, with a cross to remove it	See and remove active filters
Bulk bar, top centre	Appears only when rows are ticked: Mark Read and Mark Unread	Change the read state of the ticked cases
The table	One row per case, with a coloured bar at the left edge	Open, tick, sort, right-click, hover the notes counter
Paging, bottom right	PREV, the page numbers, NEXT and the page size	Move through pages; show 10, 20, 50 or 100 per page

Open the case list

Select Cases in the sidebar. The menu entry appears when three things are true: your company has switched on Enable eBay Cases in AdminCompany Settings, your user has the Cases permission, and your company’s plan includes cases, which every current plan does (companies on an older plan may not have it; see What each plan includes). The switch is offered only once an eBay account is connected; see Company Settings and, for the eBay connection itself, eBay.

Replyco then imports new eBay returns and inquiries every 25 minutes and refreshes each open case from eBay every 12 hours and whenever someone opens it, so the list fills without anything to do on your side. The list does not reload by itself while you look at it: select Refresh to see what has changed.

Read a row

Every row is one eBay case. The colour at the left edge and the weight of the text tell you where it stands before you open it.

Indicator	Meaning
Bold text on a white background	Unread: nobody has opened the case since eBay last changed it
No bar at the left edge	A new case: a return with the status Return Requested, or an inquiry with the status Opened
Yellow bar	The case is in progress: any other status while it is open
Green bar	The case is closed; its Resolve By cell reads Closed

Type tells you what the buyer wants. A return shows eBay’s return type, such as Money Back or Replacement. An item-not-received inquiry shows Full refund when the buyer asked for their money back, and Still want item when the buyer still wants the item.

State is the stage eBay reports for this return or inquiry, for example Return Label Pending while the buyer waits for a return label. Status is eBay’s overall status of the case, for example Waiting for Return Label or Escalated. The two often read alike; the state is the finer of the two. The words come from eBay; to see what eBay means by one, open the case and hover it in General Details.

Created Date and Resolve By are shown as relative times, such as 19 hours ago and in a day. Resolve By is eBay’s date for your answer: for a return, the date by which you should respond; for an inquiry, the date by which you should resolve it. Inside a return, the same deadline shows as Response Due; see The case screen.

The Cases screen in Replyco, with the sidebar collapsed to icons, and Additional Filter set to All: a filter tag "All" sits under the heading and the table now lists seven cases. The last row is the closed return 5299873016 from jwalker_uk: Money Back, state Closed, status Closed, with a green bar at its left edge; its Resolve By cell, highlighted, reads "Closed" in place of a date. The six open cases above it keep their yellow bars, except the new return request 5302077154, which has none. — A closed case has a green bar and reads Closed in Resolve By; it is listed only with All.

Search and filter the list

Select Filters at the top right.

The filter panel opens above the table.

Filters opens search and four filters; Show Marketplace Search looks a case up on eBay instead.
What this screenshot shows
Screen
Cases (/cases)
Highlighted
“”, top-bar-right, open. opens and closes the filter panel
Also visible
Search box; account filter (placeholder Filter by Account), Filter by Cases Types, Filter by Status, Additional Filter; link Show Marketplace Search
Purpose
where the case filters are
To search, type in Search and press Enter or select the magnifier.

The search finds cases whose case number, buyer name, buyer e-mail address or eBay user ID contains the text. Upper and lower case do not matter, and part of a word is enough: evans finds the return of Emily Evans.
Choose values in the other filters. The list changes as soon as you pick a value, and each filter appears as a tag under the heading.
To start again, select Clear Filters, which appears once a filter is set, or remove single tags with their cross.

Filter	What it keeps
Search	Cases whose case number, buyer name, e-mail address or eBay user ID contains the text
The account filter, Filter by Account	Cases of the eBay accounts you pick; several at once
Filter by Cases Types	INR for item-not-received inquiries, or Return & Refunds for returns
Filter by Status	Cases with one eBay status, such as Escalated or Waiting for a seller response
Additional Filter	All: open and closed cases. Unread: unread cases only, open or closed. Empty: open cases only.

Example. To see which item-not-received inquiries still need an answer from you, choose INR in Filter by Cases Types and Waiting for a seller response in Filter by Status, then sort by Resolve By.

Show closed cases

The list leaves closed cases out. To see them, open Filters, open Additional Filter and choose All. Closed cases then appear with a green bar and Closed in Resolve By. Unread in the same filter shows only unread cases, including closed ones that eBay changed after they closed.

The Cases screen in Replyco with the filter panel open and the Additional Filter select highlighted and expanded. Its list offers two choices, All and Unread. With nothing chosen, the case list shows only open cases; All adds the closed ones and Unread keeps only the cases nobody has opened since eBay last changed them. The other filters, Search, the account filter, Filter by Cases Types and Filter by Status, are empty, and six open cases are listed below. — Closed cases are hidden until you choose All in Additional Filter.

Look up a case on eBay

Marketplace search fetches one case from eBay by its number. Use it for a case the list does not show, for example one a buyer quotes in a message.

Select Filters, then Show Marketplace Search under the filters.

The filters give way to a single account select, Filter by Account.
Choose the eBay account the case belongs to.
Type the eBay case number in Search and press Enter.

Replyco asks eBay for the return or inquiry with that number. If Replyco has not imported it yet, it saves it now, and the list shows it. With only an account or only a number, Replyco shows Please select an account and enter a case ID.
Select Hide Marketplace Search to go back to the normal filters, which come back as you left them.

The Cases screen in Replyco after Show Marketplace Search in the filter panel. The panel now holds only the Search box and a single account select, highlighted, with the placeholder "Filter by Account"; the link below reads Hide Marketplace Search. To look a case up on eBay, choose the eBay account here, type the eBay case number in Search and press Enter; Replyco fetches the case from eBay and lists it. The six open cases of northwind-electronics stay in the table until you search. — Marketplace search fetches one case from eBay by its number, including cases Replyco has not imported.

Sort and page through the list

Select the arrows in the heading of Case ID, Created Date or Resolve By to sort; select again to reverse the order, and a third time to go back. Other columns cannot be sorted. Sort by Resolve By to put the case whose deadline comes first at the top.

At the bottom right, PREV, the page numbers and NEXT move through the pages, and the page size shows 10, 20, 50 or 100 cases. A new list shows 10. The sort order, page and page size are remembered in this browser.

Open a case

Select a row to open the case. Hold Ctrl (Cmd on a Mac) while you select it to open the case in a new browser tab. Opening a case asks eBay for its latest details, which takes a moment, and marks the case read for everyone. See The case screen.

Mark cases read or unread

Tick the box at the start of each row. The box in the table heading ticks every row on the page.

The rows turn blue and a small bar appears at the top of the page.
Select Mark Read or Mark Unread in the bar. With a mix of read and unread cases ticked, both are there.

Tick cases to mark them read or unread together.
What this screenshot shows
Screen
Cases (/cases)
Highlighted
“Mark Read”, top-centre, hovered. marks the selected cases read
Also visible
two rows ticked and shaded blue; tooltip Mark Read
Purpose
the only bulk action on cases

To change one case, right-click its row and choose Mark Read or Mark Unread; the same menu has Open in new tab. The read state is shared: a case you mark read is read for your colleagues too. Replyco marks a case unread again whenever eBay reports a change to it.

The Cases screen in Replyco after a right-click on the row of case 5301622870 from dhughes_84, a Replacement return with the state and status Item Shipped. The row is raised with a shadow and a small menu has opened at the pointer with two entries: Mark Unread, highlighted, and Open in new tab. For an unread case the first entry reads Mark Read instead. The other five open cases of northwind-electronics are listed around it. — Right-click a case to change its read state or open it in a new tab.

Read the latest note

Notes Count shows a pencil and the number of internal notes on the case. Hover it to read the latest note; mentions show the colleague’s name. Notes are written inside the case and never reach the buyer; see The case screen.

The Cases screen in Replyco with the pointer on the Notes Count of case 5301846219, which shows a pencil and ": 1". A dark tooltip above it shows the latest internal note on the case: "@Theo Rowe The Royal Mail return label is emailed to the customer; please add it to the case too so eBay has it." The mention is shown with the colleague's name. Cases without notes have an empty Notes Count cell; the Bluetooth speaker inquiry shows 2 and the escalated hub return 1. — Hover the notes counter to read the latest note without opening the case.

Update the list from eBay

Replyco imports new cases every 25 minutes and refreshes open cases every 12 hours. To refresh sooner, select Sync. Replyco confirms with Cases will be synced in a few minutes. Please wait. and, within minutes, refreshes the open cases it has not refreshed for 12 hours; select Refresh to load the result. Sync does not import new cases. Without a connected eBay account, Replyco answers “You don’t have accounts with cases”; see eBay. Sync works once an hour: when every eBay account was updated less than an hour ago, Replyco answers “The Sync button can be used only if Cases last sync time is more than 1 hour.” and nothing is queued.

The Cases screen in Replyco just after the Sync button at the top right was selected. A confirmation with a green tick, highlighted, now covers the top right corner and reads "Cases will be synced in a few minutes. Please wait." Replyco has asked for a fresh update of the open cases of your eBay accounts; the list itself does not change until the update has run and you select Refresh. The six open cases of northwind-electronics are listed below. — Sync asks eBay for fresh case data now; Refresh then loads the result.

Refresh only reloads the list from Replyco with your filters, sort and page; it does not contact eBay.

Choose the columns

Select the ⋮ next to the heading Cases, then Edit Columns.
In Select Columns to Display, tick the columns you want, clear the others and select Save.

Edit Columns chooses which of the nine columns you see; the choice is saved to your user.
What this screenshot shows
Screen
Select Columns to Display (/cases)
Highlighted
button “Save”, dialog-footer, enabled. saves the column choice for your user
Also visible
nine ticked check boxes, one per column
Purpose
choose the columns of the case list

Your choice is saved to your user, so it follows you to any browser; colleagues keep their own. The cross closes the window without saving.

Every control, explained

Sync

Where

Top right, the first of the three buttons.

What

Asks Replyco to refresh, within minutes, the open cases of your company’s eBay accounts that it has not refreshed for 12 hours. Confirms with Cases will be synced in a few minutes. Please wait.. It imports no new cases. Refused, with nothing queued, when every account was updated in the last hour, and when the company has no eBay account.

Why

Open cases are refreshed every 12 hours; after you have acted in Seller Hub, Sync brings the change into Replyco sooner. Opening one case refreshes that case at once.

Refresh

Where

Top right, between Sync and Filters.

What

Loads the current page again with the same filters, sort order and page. It does not contact eBay.

Why

The list does not update itself while it is open.

Filters

Where

Top right, the blue button. Selecting it again closes the panel; the filters stay set.

What

Opens Search, the account filter, Filter by Cases Types, Filter by Status, Additional Filter, the Show Marketplace Search link and, once a filter is set, Clear Filters. A case must match every filter you set. Search runs on Enter; the other filters apply as soon as you pick a value.

Why

An account with many buyers collects cases fast; the filters narrow the list to the ones you can act on now.

The filters

Filter	What it keeps	Why
Search	Case number, buyer name, e-mail address or eBay user ID containing the text	Find the case a buyer writes about
The account filter	Cases of the chosen eBay accounts	Work one eBay account at a time
Filter by Cases Types	INR or Return & Refunds	Returns and missing items are handled differently
Filter by Status	One eBay status	Find, for example, every escalated case
Additional Filter	All or Unread; empty shows open cases	See closed cases, or only the unread ones

Show Marketplace Search and Hide Marketplace Search

Where

The link at the bottom of the filter panel.

What

Replaces the filters with Filter by Account. With an account chosen and a case number in Search, Enter fetches that case from eBay, imports it if Replyco does not have it and lists it. Hide Marketplace Search brings the normal filters back.

Why

Replyco imports cases from a recent period; an older case, or one that has not been imported yet, can still be fetched by its number.

Where

Next to the heading Cases; its only entry is Edit Columns.

What

One tick box per column. Save stores the choice for your user; the cross closes without saving. All nine columns are shown until you change it.

Why

A lean list is easier to scan; someone who handles one account can drop Account.

The columns

Column	What it shows	Why
Case ID	eBay’s number of the return or inquiry; sortable	The number eBay and the buyer use
Created Date	When the buyer opened the case, as a relative time; sortable	See how long it has been open
Type	Return: Money Back, Replacement, Exchange. Inquiry: Full refund or Still want item	Know what the buyer expects
State	eBay’s state of the return or inquiry	See the exact stage
Status	eBay’s overall status of the case	See whose move it is
Notes Count	Number of internal notes; hover for the latest	Spot cases a colleague has commented on
Account	The eBay account of the case	Tell your shops apart
Customer ID	The buyer’s eBay user ID	Match the case to the buyer in eBay
Resolve By	eBay’s date for your answer, as a relative time; Closed for closed cases; sortable	Answer before eBay decides for the buyer

Row check boxes and the bulk bar

Where

The box at the start of each row; the box in the table heading ticks the whole page. The bar appears at the top centre.

What

Mark Read and Mark Unread change the read state of every ticked case; the ticks are then cleared. These are the only bulk actions on cases.

Why

Clear a batch of cases you have checked, or flag some for a colleague by marking them unread.

Where

Right-click any row.

What

Mark Read or Mark Unread, whichever applies, and Open in new tab.

Why

Change one case without ticking boxes, or keep the list open while you work on a case.

Paging

Where

Bottom right.

What

PREV, page numbers, NEXT, and 10, 20, 50 or 100 cases per page; remembered in this browser.

Why

Show more cases per page when you work through a long list.

Who sees what

Part	Who sees it
Cases in the sidebar	Users with the Cases permission, once Enable eBay Cases is on; every current plan includes cases, and companies on an older plan may not have them (What each plan includes)
Cases in the list	Only cases of the eBay accounts your user may see
Marking read or unread, fetching a case from eBay	Users whose Cases permission allows editing; with view-only access Replyco answers You don't have enough rights

The Cases permission and the accounts each user may see are set by an admin in AdminUsers; see User permissions and roles.

What you need to know

Topic	Fact
Open cases only	Without Additional Filter, closed cases are not listed
Read state	Shared by the whole team; eBay changes make a case unread again
The deadline column	Resolve By is eBay’s date for your answer; inside a return it shows as Response Due
Sort order	Case ID, Created Date and Resolve By can be sorted; a third click removes the sort
Remembered	Filters, sort, page and page size per browser; columns per user
Sync	Once an hour; refreshes open cases not refreshed for 12 hours; imports nothing new; Refresh loads the result
Timing	New cases every 25 minutes; open cases refreshed every 12 hours and each time one is opened
Other places	Cases also appear in the eBay ticket of the same order, in global search and on the Cases dashboard

Frequently asked questions

The list

Why is a case missing from the list?

Check four things. The case list shows open cases only; closed ones appear when you choose All in Additional Filter under Filters. Replyco remembers your filters, so look for filter tags under the heading. Your user sees only the eBay accounts an admin gave it in AdminUsers. And a case Replyco has not imported yet can be fetched with Show Marketplace Search.

Cases appears only when Enable eBay Cases is on in AdminCompany Settings and your user has the Cases permission. The switch itself appears only after an eBay account is connected. Ask an admin to check both.

Which cases does the list show?

eBay returns and eBay item-not-received inquiries of the eBay accounts your user may see, open ones unless you choose All in Additional Filter. Other marketplaces have no cases in Replyco, and eBay order cancellations are handled from the order in the eBay ticket, not here.

What is the difference between the State and Status columns?

Both come from eBay. State is the stage of the return or inquiry, for example Return Label Pending; Status is eBay’s overall status of the case, for example Escalated. Open the case and hover a value in General Details to read eBay’s description of it.

What do the coloured bars mean?

In the case list, no bar marks a new case (a return with Return Requested or an inquiry with Opened), a yellow bar a case in progress, and a green bar a closed case. Bold rows on white are unread.

Search and filters

Can I search by buyer name or eBay user ID?

Yes. Search under Filters finds cases whose case number, buyer name, buyer e-mail address or eBay user ID contains the text you type. Press Enter to search; case does not matter and part of a name is enough.

Why do my filters come back when I open the list again?

Replyco remembers the search, the filters, the sort order and the page of the case list in your browser. Remove the tags under the heading, or select Clear Filters in the filter panel, to start again. Another browser starts without them.

How do I find a case a buyer quotes that is not in the list?

Open Filters, select Show Marketplace Search, choose the eBay account in Filter by Account, type the case number in Search and press Enter. Replyco fetches the case from eBay, imports it if it is new and lists it.

How do I see only the inquiries that wait for me?

Open Filters in the case list, choose INR in Filter by Cases Types and Waiting for a seller response in Filter by Status. Then sort by Resolve By so the inquiry with the nearest deadline is on top.

Working with cases

Does marking a case read affect my colleagues?

Yes. The read state of an eBay case is shared by everyone in your company. Opening a case marks it read for everyone, and Replyco marks it unread again when eBay reports a change, so a bold row always means something new.

Can I answer several cases at once?

No. The only bulk actions in the case list are Mark Read and Mark Unread. Refunds, labels and messages are sent one case at a time from the case screen, because each needs eBay’s own form for that case.

What does Sync do, and why must I wait an hour?

Sync asks Replyco to refresh the open cases of your company’s eBay accounts that it has not refreshed for 12 hours; it does not import new cases, which arrive every 25 minutes. It works once an hour: when every account was updated in the last hour, Replyco refuses and queues nothing. After it confirms with Cases will be synced in a few minutes. Please wait., select Refresh a few minutes later.

Can each person have their own columns?

Yes. Edit Columns in the ⋮ menu next to the heading Cases saves the columns to your user, so they follow you to any browser, and colleagues keep theirs.

Can I delete a case?

No. Cases belong to eBay and stay in Replyco. Closed cases drop out of the default case list and appear again when you choose All in Additional Filter.

Troubleshooting

Symptom	What to check
Cases is not in the sidebar	Enable eBay Cases in Company Settings is on and saved; your user has the Cases permission in AdminUsers
The list is empty	An eBay account is connected and syncing (see eBay); filter tags under the heading; All in Additional Filter for closed cases; your user’s account access
A case you know about is missing	The filters; whether it is closed; your access to its eBay account; then fetch it with Show Marketplace Search
Please select an account and enter a case ID.	In marketplace search, choose an account and type a case number
Sync answers “The Sync button can be used only if Cases last sync time is more than 1 hour.”	Wait until an hour has passed since the last update, then try again
New cases do not appear	Select Refresh; the list does not reload by itself
Marking read shows You don't have enough rights	Your Cases permission is view-only; an admin can allow editing

Case list

What you can do here

The screen at a glance

Open the case list

Read a row

Search and filter the list

Show closed cases

Look up a case on eBay

Sort and page through the list

Open a case

Mark cases read or unread

Read the latest note

Update the list from eBay

Choose the columns

Every control, explained

Sync

Refresh

Filters

The filters

Show Marketplace Search and Hide Marketplace Search

The ⋮ menu and Select Columns to Display

The columns

Row check boxes and the bulk bar

The right-click menu

Paging

Who sees what

What you need to know

Frequently asked questions

The list

Why is a case missing from the list?

Why don’t I see Cases in the sidebar?

Which cases does the list show?

What is the difference between the State and Status columns?

What do the coloured bars mean?

Search and filters

Can I search by buyer name or eBay user ID?

Why do my filters come back when I open the list again?

How do I find a case a buyer quotes that is not in the list?

How do I see only the inquiries that wait for me?

Working with cases

Does marking a case read affect my colleagues?

Can I answer several cases at once?

What does Sync do, and why must I wait an hour?

Can each person have their own columns?

Can I delete a case?

Troubleshooting

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