How do I appeal a Purchase Protection claim on Facebook Marketplace?

We suggest following the guidelines from the Centers for Disease Control and Prevention (CDC) for how to stay healthy and help prevent the spread of coronavirus (COVID-19) while buying and selling. Be sure to check and follow local laws and directives that may be in place during this time. Read our tips for buying and selling responsibly on Marketplace.
Sellers can either accept the decision from a Purchase Protection claim, or appeal the claim and decision that’s in the buyer's favor. If you disagree with the decision and plan to appeal the claim, make sure you submit the appeal within 10 days from your first notification. The refund amount is the full price of the item, tax and shipping fees.
How do appeals for sellers work?
  1. When a Purchase Protection claim has been issued, you'll receive a notification.
  2. Within 10 days of the first notification, you'll need to accept or appeal the claim.
  3. After explaining why you're appealing the claim, we’ll review the appeal and make a decision.
In reviewing your claim, Facebook may review order details, including tracking information and listing description, messages sent between you and the seller, and supporting documents.
Note: This article is about items sold by individual sellers with shipping and checkout. Learn about the different ways to buy and sell on Marketplace.
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