Ship on time. Answer every case. Keep your standards safe.
Orders to ship, buyer messages, returns and cases in one place, with every deadline counted the way eBay counts it, and a suggested answer when a claim comes in.
- The listing as it read when it sold
- Tracking: delivered 3 days ago
- 4 messages with the buyer
“Sorry the colour wasn’t what you expected. We’d like to offer £6.00 back so you can keep it…”
A late parcel or a lost case costs more than the order.
Defects count against your seller standards for 90 days. Drop to Below Standard and eBay charges extra on your final value fees. The deadlines are in business days, and they’re scattered across Seller Hub.
How it works
From new order to closed case
Everything that has a deadline, in the order the deadlines fall.
- 1
Orders arrive
Orders sync every 10 minutes, and sooner when eBay tells us about one. “To ship” lists the soonest deadline first.
- 2
Ship, one at a time or in bulk
Mark orders shipped with tracking, as a whole or package by package, or type tracking numbers for many orders at once. Refunds and cancellations are on the same page.
- 3
Running late? Tell the buyer
Every hour, orders that will arrive after eBay’s estimate are spotted, and a delay note to the buyer is drafted for you.
- 4
Answer buyers
Draft a reply in one click, change what you like, and send. A person always sends.
- 5
A claim comes in
Returns, item-not-received inquiries, eBay cases and payment disputes sit in one queue, sorted into your move, waiting and closed, with deadlines in business days.
- 6
Get a suggested answer
Ask for a review and the evidence is gathered for you. You get one of the answers the case allows, with a note to the buyer ready to edit.
- 7
You decide
“Use this answer” fills in the case’s own form. You still press send.
What a case review reads
The same evidence you’d gather by hand, in seconds.
- 01
The claim
The reason, the amount, the buyer’s own words and any return tracking.
- 02
The delivery
When the order was placed, the carrier and tracking, and when it was due.
- 03
The listing as it was
Title, condition, item specifics, description and price as they read when the item sold, with later edits rolled back.
- 04
The conversation
Up to six messages with that buyer since the order.
What you get
Needs attention
Orders due to ship within 24 hours or overdue, cancellation requests, failed actions and case deadlines, together.
Shipping with tracking
Whole orders or separate packages, one at a time or in bulk, with the carrier checked against the ones eBay knows.
Buyer messages
Unanswered and answered, with a draft reply ready to edit before you send.
Business-day deadlines
Counted Monday to Friday, as eBay sets them. Anything past due always shows as overdue.
Defect risk
What each lost case adds to your defect rate over 90 days, and where losing them all would leave you against the 2% Below Standard line.
Separate permissions
Shipping, cancelling and refunding are separate permissions, so each person gets only what their job needs.
Built-in limits
SellerDesk suggests. You decide.
- Suggested partial refunds are capped at half the claim.
- A claim eBay’s guarantee covers can’t be declined.
- Escalated cases and disputes stay in Seller Hub, with the evidence ready to copy.
Good to know
- Shipping labels are bought in Seller Hub for now. Their cost still counts in your profit.
- Business days skip weekends but not yet public holidays.
Frequently asked questions
Does SellerDesk reply to buyers on its own?
No. Replies are drafted for you, and a person sends them. Delay notes can be set to send automatically, up to a daily limit, if you turn that on.
Can it answer escalated cases?
No. eBay only lets you answer those in Seller Hub, so SellerDesk gathers the evidence for you to copy across.
How is defect risk worked out?
Each open case that could become a defect is counted against your orders from the last 90 days, added to eBay’s latest reported rate, and compared with the 2% Below Standard line.
Can I buy postage labels here?
Not yet. Buy them as you do now; the label cost eBay records is counted in your profit.
Works well with
Never miss a deadline you can’t see.
Connect your eBay store and your open orders, returns and cases are in one queue.
Nothing changes on eBay until you approve it.