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    SELLERS

    Responding to a buyer issue

    What to do when a transaction moves to under review, and how to put your side on the record.

    Sellers1 min read

    A reported problem holds the transaction. A seller's response is read against the transaction record, so the useful work is factual and specific.

    First steps

    1. 01

      Read the report

      Identify the exact difference the buyer is describing between what was agreed and what arrived.

    2. 02

      Respond on the transaction

      Answer that specific point. Side conversations are not part of the record.

    3. 03

      Attach your fulfilment record

      Dispatch evidence, delivery or collection references, and any written agreement.

    If evidence is requested

    The transaction moves to evidence requested with a stated window. Respond within it, even partially — the review continues on whatever is on file when the window closes.

    Outcomes

    The outcome is recorded on the transaction: settlement released, refund processing, or a partial outcome where both sides agreed one. Resolving directly with the buyer before the review concludes is usually the fastest route.

    Go deeper

    Related guides

    BuyersSubmitting requested evidenceWhat counts as evidence, how the request window works, and how to submit it cleanly.BuyersUnderstanding refunds and resolutionsThe outcomes a review can reach and what refund processing and refund completed mean.SellersUnderstanding buyer confirmationWhat happens during awaiting buyer confirmation and what a seller can and cannot influence.

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