appealToCustomerSupport

This call allows a seller to appeal a case decision made on an eBay Buyer Protection case. Upon providing the case ID for the case and reason for the appeal in the call request, the appeal is submitted to eBay customer support for consideration.

Request Details

In the appealToCustomerSupport request, the seller must provide the case ID, the case type (EBP_INR or EBP_SNAD only), and one of three possible reasons for the appeal. There is an optional comments field that allows the seller to provide further explanation or justification of their appeal reason. Using the comments field is recommended if the seller sets the appeal reason to 'OTHER'. If the caseId.id and caseId.type values don't match, the request is processed (if caseId.id is valid) but a warning message is returned.

If not already known, the case ID for an eBay Buyer Protection case can be retrieved with a call to getUserCases. If you make this call, use EBP_INR and/or EBP_SNAD case type filters to restrict results to Item Not Received and/or Significantly Not As Described cases. To get more detailed information on an eBay Buyer Protection case, call getEBPCaseDetail, using the same case ID in the request.

Working with the Response

The response for appealToCustomerSupport includes the standard fields for a successful call, which are timestamp and version. If applicable, errors and/or warnings may be returned in an errorMessage container.

Input

See also Samples.

The box below lists all fields that could be included in the call request. To learn more about an individual field or its type, click its name in the box (or scroll down to find it in the table below the box).

See also the Deprecated Objects link above. Fields presented in this color are deprecated, and fields presented in this color are (or soon will be) non-operational.

<?xml version="1.0" encoding="utf-8"?>
<appealToCustomerSupportRequest xmlns="http://www.ebay.com/marketplace/resolution/v1/services">
  <!-- Call-specific Input Fields -->
  <appealReason> AppealReasonType </appealReason>
  <caseId> CaseIdType
    <id> string </id>
    <type> CaseType </type>
  </caseId>
  <comments> string </comments>
</appealToCustomerSupportRequest>

Output

See also Samples.

The box below lists all fields that might be returned in the response. To learn more about an individual field or its type, click its name in the box (or scroll down to find it in the table below the box).

See also the Deprecated Objects link above. Fields presented in this color are deprecated, and fields presented in this color are not returned (or soon will not be returned) or are not operational (or soon will be non-operational).

<?xml version="1.0" encoding="utf-8"?>
<appealToCustomerSupportResponse xmlns="http://www.ebay.com/marketplace/resolution/v1/services">
  <!-- (No call-specific Output fields) -->

  <!-- Standard Output Fields -->
  <ack> AckValue </ack>
  <errorMessage> ErrorMessage
    <error> ErrorData
      <category> ErrorCategory </category>
      <domain> string </domain>
      <errorId> long </errorId>
      <exceptionId> token </exceptionId>
      <message> string </message>
      <parameter name="string"> ErrorParameter (string) </parameter>
      <!-- ... more parameter values allowed here ... -->
      <severity> ErrorSeverity </severity>
      <subdomain> string </subdomain>
    </error>
    <!-- ... more error nodes allowed here ... -->
  </errorMessage>
  <timestamp> dateTime </timestamp>
  <version> string </version>
</appealToCustomerSupportResponse>

Samples

New to making API calls? Please see Making a Call.

Note: Some item IDs, user IDs, or other data in these samples might no longer be active on eBay. If necessary, you can substitute current eBay data in your requests.

This call is used by seller to appeal a case decision made by eBay customer support.

Description

This appealToCustomerSupport call sample creates an appeal on a closed eBay Buyer Protection Significantly Not As Described case on behalf of the seller. The case ID, case type, and the reason for the appeal are required input fields. The comments field is optional.

This call will fail if an invalid case ID is passed in, or if an invalid value is passed into the appealReason field. If the case ID does not match the case type that is passed in, a warning message will be returned in the request, but the call will succeed (if case ID is valid). The caller must be authenticated to make this call.

This call only returns the standard output fields to indicate a successful call.

Input

A seller wants to make an appeal on a closed Significantly Not As Described case. The case ID is 5********1. 'EBP_SNAD' is passed in as the caseId.type value. The enumeration value of NEW_INFORMATION is given as the appeal reason. The comments field is also used.

SOAP format. Also available is the XML equivalent.

<soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope" xmlns="http://www.ebay.com/marketplace/resolution/v1/services">
   <soap:Header>
      <RequesterCredentials>
        <eBayAuthToken>A********3</eBayAuthToken>
      </RequesterCredentials>
   </soap:Header>
   <soap:Body>
      <appealToCustomerSupportRequest>
         <caseId>
            <id>5********1</id>
            <type>EBP_SNAD</type>
         </caseId>
         <appealReason>NEW_INFORMATION</appealReason>
         <!--Optional:-->
         <comments>I have new information on this case.</comments>
      </appealToCustomerSupportRequest>
   </soap:Body>
</soap:Envelope>

Output

The seller's appeal of case 5********1 is successful as indicated by the Success value in the ack field.

SOAP format. Also available is the XML equivalent.

<soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope" xmlns="http://www.ebay.com/marketplace/resolution/v1/services">
   <soap:Header/>
   <soap:Body>
      <appealToCustomerSupportResponse>
         <ack>Success</ack>
         <version>1.2.0</version>
         <timestamp>2011-02-09T19:14:46.173Z</timestamp>
      </appealToCustomerSupportResponse>
   </soap:Body>
</soap:Envelope>

   Here is the same output in XML format. Note that this does not include standard values.

XML format. Also available is the SOAP equivalent.

<?xml version="1.0" encoding="utf-8"?>
<appealToCustomerSupportResponse xmlns="http://www.ebay.com/marketplace/resolution/v1/services">
   <ack>Success</ack>
   <version>1.2.0</version>
   <timestamp>2011-02-09T19:14:46.173Z</timestamp>
</appealToCustomerSupportResponse>

Change History