The case screen

Q: Where do the labels in the label form come from?

From your company’s shipping-label library under Tools›Shipping Labels. Users with the Shipping Labels permission add and remove labels there; everyone who works on cases can pick them in Provide Shipping Label. See Shipping Labels.

For: Everyone who answers eBay returns and item-not-received casesRequires: The Cases permission with editing for actions; the Shipping Labels permission to manage the label libraryScreenshots show sample data

The case screen is where you answer one eBay case: a buyer’s return request, or an inquiry because an item has not arrived. It shows eBay’s history of the case, the actions eBay allows you right now, and beside them the buyer, the order, the refund amounts and your team’s notes, so you can settle the case without opening Seller Hub. Open it by selecting a row in Cases; see Case list. Everything you send from here goes to eBay and reaches the buyer there. How cases reach Replyco, how their deadlines work and what to do in which situation is in eBay cases.

What you can do here

Follow the case. A progress line shows the stages a return has passed, and one card per eBay history entry shows who did what and when, with the buyer’s comments. Follow the history of a case
Answer a return with the actions eBay offers. The buttons are the ones eBay allows at this stage, such as approving the return, giving a label, refunding or writing to the buyer; hover one to read eBay’s description. Act on a return · eBay cases
Give the buyer a return label from your company’s shipping-label library, or upload one for this case. Give the buyer a return label · Shipping Labels
Refund the buyer, in full or in part. Refund the buyer
Write to the buyer with your reply templates. Every comment and message box offers the eBay account’s templates and placeholders. Write to the buyer with a template · Reply templates
Handle an item-not-received inquiry: close it, escalate it, refund in full, give tracking or write to the buyer. Act on an item-not-received inquiry
See the case, the buyer and the order side by side in the right panel, including the related tickets of the same order. Read the case details
Keep internal notes that the buyer never sees, and mention colleagues. Keep internal notes on a case

The screen at a glance

The case screen in Replyco for eBay return 5301846219 from Emily Evans. At the top a back arrow and a progress line: Return Requested (done) and Return Label Pending (current, step 2). Below, the case history: the card Buyer Created Return with her comment "I'd like to return the Phone Case Slim…" and the return address Northwind Electronics Returns, Bristol, then the card eBay Rule Auto-approve. At the bottom the card "Choose any available action:" offers Provide Shipping Label, Provide RMA Number, Issue Refund, Send Message and Attach Photos. The right panel shows General Details, Return Files, Related Tickets with ticket 22215, Refund Details (Purchase Price 12.99 GBP), Shipment Tracking Info and Customer Details. — One eBay case on one screen, with eBay's history in the middle, the actions eBay allows now at the bottom and the case details on the right.

Region	What it shows	What you do there
Top bar, returns only	The back arrow and a progress line of the return’s stages	Go back; see how far the return has come
History, middle	One card per eBay history entry: who, what, when, comment, return address	Read what happened
Actions card, bottom	Choose any available action: and one button per action	Act on the case
Right panel	General Details, files, Related Tickets, Refund Details, Shipment Tracking Info, customer, order, products and Notes	Check the facts, open the related ticket, keep notes

Open a case

Select a row in the Case list. Replyco first asks eBay for the latest state of the case and shows Please wait... We are syncing most up to date details from your eBay... while it waits; then the screen appears. Opening a case marks it read for your whole team. If eBay cannot be reached, Replyco shows the case as it last stored it with For some reason, we couldn't update the case from Ebay.; if the case cannot be loaded at all, Replyco shows The case could not be synced..

The back arrow at the top left of a return goes back to where you came from. An item-not-received inquiry has no top bar; use your browser’s back button or Cases.

Follow the history of a case

The progress line at the top of a return lists each stage the return has reached, in order, with the current one numbered; a closed return ends on Closed.

Below it, each card is one entry of eBay’s history, newest last. The card names the activity, such as Buyer Created Return or eBay Rule Auto-approve, and shows the date and time. An icon marks who acted, such as the eBay logo for eBay, an arrow for you and a bell for eBay’s system. The card adds whatever eBay recorded: the buyer’s Comment, the return Address eBay gave the buyer, and for inquiries the money movements, each in a panel you can open.

Example. Emily Evans’s return of a Phone Case Slim shows Return Requested and then Return Label Pending: she opened the return with the comment “I’d like to return the Phone Case Slim. It does not fit my new phone as well as I hoped.”, eBay approved it by rule, and eBay now waits for your return label.

Act on a return

Find the action in the card Choose any available action:. Hover a button to read eBay’s description of it.

Hover an action to read what it does in eBay's words before you use it.
What this screenshot shows
Screen
Choose any available action: (/case/:caseId)
Highlighted
button “Provide Shipping Label”, actions-card, hovered. opens the Provide Shipping Label form
Also visible
tooltip with eBay's description of the action
Purpose
find out what an action does
Select the button. A form opens with Required Fields at the top and Optional Fields below.
Fill the fields and select OK.

Replyco sends the action to eBay, shows Success, closes the form and loads the case from eBay again.

The buttons are eBay’s choice. eBay decides, for each return and stage, what the seller may do next, and Replyco shows exactly those actions in eBay’s order. After an action the list changes. The actions you may meet:

Action	Required	Optional	What eBay does
Approve Request	–	Comment	Accepts the return request
Decline Request	–	Comment	Declines it; the buyer may escalate
Provide Shipping Label	Action, a label, Carrier	Carrier Name, Comment, Tracking Number	Gives the buyer your return label
Provide RMA Number	RMA Number	Comment	Gives the buyer your return authorisation number
Issue Refund	Refund Line Items, filled by eBay	Comment, Relist item?	Refunds the listed amounts in full
Offer Partial Refund	Partial Refund Amount and currency	Comment, Keep Original Item	Offers part of the money
Mark as Received	–	Comment	Confirms the item is back with you
Offer Replacement and Offer Returns	–	Comment	Offers a replacement, or a return
Mark Replacement as Shipped	Tracking Number	Carrier, Carrier Name, Carrier Used, Shipped Date, Comment	Tells the buyer the replacement is on its way
Provide Tracking Info	New Carrier, New Carrier Name, New Tracking Number	–	Adds tracking for the replacement
Escalate	Escalate Reason	Comment	Hands the return to eBay customer support
Send Message	Message	–	Writes to the buyer in the return
Attach Photos	File and File Purpose	–	Adds a photo or document to the return

For Escalate, Replyco offers the seven reasons eBay accepts from a seller, with Other preselected.

Give the buyer a return label

Select Provide Shipping Label.
Leave Action on Upload Your Own Label.
On Choose Label, pick a label from your library; the first one is preselected.

Provide Shipping Label offers the labels of your shipping-label library, or a file you upload.
What this screenshot shows
Screen
Provide Shipping Label (/case/:caseId)
Highlighted
“Choose Label”, dialog, expanded. picks a label from the library
Also visible
Action Upload Your Own Label; tabs Choose Label and Upload Label; three library labels in the open select; Carrier OTHER; optional Carrier Name, Comment with Template and Tags, Tracking Number
Purpose
send eBay a return label from the library

To send a label that is not in the library, switch to Upload Label, select Add File and pick one BMP, GIF, JPG, JPEG, PNG or PDF file.

Upload Label sends one new label file with this case only.
What this screenshot shows
Screen
Provide Shipping Label (/case/:caseId)
Highlighted
“Add File”, dialog, enabled. opens the file picker
Also visible
File: No File; Carrier OTHER and the optional fields
Purpose
upload a label that is not in the library
Set Carrier to eBay’s code for the carrier, such as ROYAL_MAIL. For a carrier that is not in the list, keep OTHER and type its name in Carrier Name.
Add a Comment or a Tracking Number if you like, and select OK.

The library is kept under ToolsShipping Labels by users with the Shipping Labels permission; everyone who works on cases can pick from it here. See Shipping Labels. Already Sent Label tells eBay the buyer already has a label from you, without uploading one.

Without a label, Replyco refuses with Please choose or upload a label on Choose Label, or Please upload a file on Upload Label. One file per action: a second one is refused with You can not upload more than one file

Refund the buyer

In full. Issue Refund lists under Refund Line Items the amounts eBay has worked out, such as Purchase Price, and refunds all of them; you cannot change them here. Tick Relist item? to ask eBay to list the item again.

The Issue Refund form of eBay return 5301846219. Under Required Fields, the highlighted heading Refund Line Items lists what eBay will refund: Purchase Price: 12.99 GBP; the amount cannot be changed here. Under Optional Fields are Comment, with a Template select, a text box and the Tags button, and the check box Relist item?, which is clear. Cancel and OK are at the bottom right; OK sends the refund to eBay. — Issue Refund refunds the amounts eBay lists, in full.

In part. Offer Partial Refund takes an amount from 0.01 up to the order total and a currency. Tick Keep Original Item when the buyer may keep the item. The buyer then accepts or declines your offer on eBay.

Example. Hannah Wright’s Desk Lamp Fold arrived without its USB-C cable. Rather than take the lamp back, offer 5.00 GBP towards a new cable with Keep Original Item ticked.

Write to the buyer with a template

Message and Comment boxes offer a Template list and a Tags button. The list holds the reply templates available for the case’s eBay account; picking one fills the box with its text, which you can then edit. Tags inserts placeholders such as the buyer’s first name, and Replyco fills them in from the case and your name before eBay receives the text. To create templates or limit them to eBay, see Reply templates.

The Send Message form of eBay return 5301846219. Under Required Fields, Message has a Template select, highlighted and open, listing the reply templates available for the eBay account northwind-electronics: Damaged item – refund or replacement?, Where is my refund or replacement? and Where is my order?. Picking one fills the text box below with its text; the Tags button inserts placeholders that Replyco fills in from the case before sending. Cancel and OK are at the bottom right. — Message and comment boxes offer the eBay account's reply templates and placeholders.

What you write is sent to eBay and the buyer reads it there. For notes the buyer must not see, use Notes in the right panel instead.

When an action is not sent

Replyco checks the form before it sends anything. A required field left empty gets a red border and Replyco shows Please fill out all required fields; an amount of 0 counts as empty. Fill it and select OK again.

The Send Message form of eBay return 5301846219 after OK was selected with the Message box empty. Nothing was sent: a yellow warning in the top right corner, highlighted, reads "Please fill out all required fields", and the form stays open with the Template select, the empty Message box, the Tags button, Cancel and OK. Required fields left empty get a red border; fill them and select OK again. — An action with an empty required field is not sent; Replyco says which rule stopped it.

With view-only access to cases, Replyco answers You don't have enough rights and nothing reaches eBay; an admin can allow editing. See User permissions and roles.

Act on an item-not-received inquiry

An inquiry works differently from a return: Replyco works out the buttons from the inquiry’s state, and an inquiry has no progress line.

The case screen in Replyco for eBay item-not-received inquiry 5047723381 from Sophie Turner. There is no progress line: the history starts with the buyer's card, dated 08/03/2026 19:40, with her comment "My power bank has not arrived…". The card "Choose any available action:" offers Close inquiry, highlighted, Escalate inquiry and Send Message. The right panel shows General Details (Case ID, Created Date, Last update date, State Created, Type Still want item), Notes (0), Related Tickets with ticket 32534 "Where is my parcel?", Refund Details with N/A values, Appeal Details, Shipment Tracking Info and Customer Details. — An item-not-received inquiry has its own actions, worked out by Replyco from the inquiry's state.

Button	Shown when	Required	Optional
Close inquiry	The inquiry is open	–	Comment, Close reason
Escalate inquiry	The inquiry is open	Escalate Reason	Comment
Issue a full refund	The buyer asked for a refund and none has been paid	–	Comment
Provide shipment info	eBay has no tracking details for the inquiry	Shipping date, Shipping carrier name, Tracking Number	Comment, Shipped with tracking
Send Message	In place of the previous one	Message	–

A closed inquiry shows no buttons. Close inquiry takes one of four reasons, Item arrived, Other (preselected), Worked out with the seller(you) and Buyer has decided to keep the item; Escalate inquiry takes one of the four escalation reasons eBay accepts from a seller: Buyer trouble, Other, Shipped item and Trouble communication.

The Close inquiry form of eBay inquiry 5047723381. Under Optional Fields are Comment, with a Template select, a text box and the Tags button, and Close reason, highlighted and open, set to Other. Its list offers Item arrived, Other, Worked out with the seller(you) and Buyer has decided to keep the item. Cancel and OK are at the bottom right; OK sends the closure to eBay. — Close inquiry sends eBay a reason and an optional comment.

Example. Sophie Turner’s Power Bank 20,000 mAh shows no tracking movement and she still wants it (Still want item). Write to her with Send Message and the carrier’s latest news; if the parcel turns up, she or you can close the inquiry with Item arrived.

Read the case details

The right panel collects what you need to decide. For a return it shows, from the top:

Block	What it shows
General Details	Case ID (links to the return on eBay), Created Date, Buyer's Comment (the buyer’s comment), Type, Reason, Status, State, Response Due and Reason Type; hover a value for eBay’s description
Return Files	Photos and files the buyer attached, by purpose
Related Tickets	The tickets of the same order; select one to open it
Refund Details	The refund amounts eBay has worked out, and the paid ones
Shipment Tracking Info	Tracking of the return parcel, Return Shipping Costs and Payable by
Customer Details	The buyer, with the ⋮ menu for customer actions
Order Details	The eBay order, its date, payment and tracking
Product Details	The ordered products, quantities and prices
Notes	Your team’s internal notes on the case

Response Due is eBay’s current date for your answer, refreshed every time you open the case. For an inquiry, the panel shows Last update date in General Details, Notes near the top, Refund Details with the amount the buyer expects, and Appeal Details when an appeal is possible or under way.

The case screen of eBay return 5301846219 with the right panel scrolled down. It shows Order Details for eBay order 12-10482-73215 (created 03/03/2026, Paid, tracking number, shipping service Standard), Product Details with one Phone Case Slim at £12.99 and a total of £12.99, and the highlighted Notes (1) block, opened, with Henry Clarke's internal note "@Theo Rowe The Royal Mail return label is emailed to the customer; please add it to the case too so eBay has it." and the Add New button for another note. — The right panel ends with the order, its products and the case's internal notes.

The customer, order and product blocks work as in a ticket; see The ticket screen.

Keep internal notes on a case

Why

Hand a case over or record what you agreed with the buyer.

Who sees what

Part	Who sees or uses it
The case screen	Users with the Cases permission, for cases of eBay accounts they may see
Action buttons that send	Users whose Cases permission allows editing; others get You don't have enough rights
Labels under Choose Label	Everyone who works on cases
The label library under ToolsShipping Labels	Users with the Shipping Labels permission

What you need to know

Topic	Fact
Refresh	Each time you open a case, Replyco loads it from eBay; after an action it loads it again
Read state	Opening a case marks it read for everyone
Deadlines	Response Due is current; Replyco sends no reminders and never acts on a deadline itself
Refund amounts	Issue Refund refunds eBay’s listed amounts in full; a partial refund goes from 0.01 to the order total
Files	One per action; labels as BMP, GIF, JPG, JPEG, PNG or PDF
Templates	The eBay account’s reply templates; placeholders filled before sending
Language	eBay’s texts appear as eBay sends them; what you write reaches the buyer unchanged

Frequently asked questions

Actions

Why can’t I find the action I need?

On a return, the case screen shows only the actions eBay allows at the current stage, and they change after each step. Hover a button under Choose any available action: to read what eBay means by it.

Does the buyer see what I type in Comment?

Yes. Comment and Message in an action form are sent to eBay with the action, and the buyer reads them in eBay. For information only your team should see, write a note under Notes in the right panel.

Can I use my reply templates in a case?

Yes. Every Comment and Message box has a Template list with the reply templates available for the case’s eBay account, and a Tags button for placeholders, which Replyco fills in before eBay receives the text.

Why can’t I change the refund amount?

Issue Refund refunds the amounts eBay itself has worked out for the return, listed under Refund Line Items, in full. To refund less, use Offer Partial Refund if eBay offers it, and enter an amount from 0.01 up to the order total.

Labels

Where do the labels in the label form come from?

From your company’s shipping-label library under ToolsShipping Labels. Users with the Shipping Labels permission add and remove labels there; everyone who works on cases can pick them in Provide Shipping Label. See Shipping Labels.

Which files can I upload as a label?

Upload Label in Provide Shipping Label takes one BMP, GIF, JPG, JPEG, PNG or PDF file. A second file is refused with You can not upload more than one file; remove the first to replace it.

How do I tell eBay the buyer already has a label?

Already Sent Label in Action tells eBay that the buyer already has a return label from you, for example by e-mail, without uploading a file. eBay then moves the return on as if you had provided the label.

Inquiries

Why does an item-not-received case look different?

Item-not-received inquiries follow eBay’s inquiry process, not the return process. The case screen shows no progress line, and the buttons are worked out by Replyco from the inquiry’s state rather than sent by eBay.

Why is there no full-refund button on an inquiry?

Issue a full refund appears only when the buyer asked for a refund (Full refund) and no refund has been paid yet. A buyer who still wants the item (Still want item) gets no refund button; write to them or give tracking instead.

Why are there no buttons on an inquiry?

A closed inquiry shows no actions. Check State in General Details; if it reads Closed, eBay has finished the inquiry and nothing more can be sent.

Details and notes

Which deadline is the right one?

Response Due on the case screen is eBay’s current respond-by date and is refreshed each time you open the case. The case list shows eBay’s date as Resolve By, so you can sort the list by it.

Can the buyer see our notes?

No. Notes under Notes in the right panel of the case screen stay inside Replyco. Only what you send through an action form reaches eBay and the buyer.

How do I find the ticket that belongs to a case?

Related Tickets in the right panel lists the tickets of the same eBay order; select one to open it. The eBay ticket in turn shows a block for each case of its order.

Why does a field read N/A?

eBay has sent no value for it yet, for example tracking before the buyer posts the return. The field fills in when eBay reports the information and you open the case again.

Troubleshooting

Symptom	What to check
For some reason, we couldn't update the case from Ebay.	eBay could not be reached; the case shows its last stored state. Open it again later; check the eBay account’s login under AdminAccounts
The case could not be synced. and an empty screen	The case could not be loaded. Go back to the Case list and open it again
Please fill out all required fields	Fill the fields with a red border; 0 counts as empty
Please choose or upload a label or Please upload a file	Pick a library label or upload a file; add labels under ToolsShipping Labels
You don't have enough rights	Your Cases permission is view-only; ask an admin
The action you need is missing	eBay does not allow it at this stage; open the case again after eBay’s next step
The template list is empty	No reply template is available for this eBay account; see Reply templates