MarketplaceAdvisor Community :: View topic - Responding to a recently opened UPI might fail

gking · MA Product Team

Currently we're seeing an issue with responding to recently opened eBay unpaid item disputes (UPIs), such as adding information or trying to withdraw the dispute. In such cases you might get an error saying that "Dispute opened using new UPI flow cannot be updated." We've opened a case with eBay asking them to see what the issue might be, which appears to be a bug on their end since we are seeing this error on both of our ChannelAdvisor platforms.

gking · MA Product Team

eBay has confirmed a bug on their end when trying to close or otherwise respond to a recently opened dispute. They expect it to be resolved by the end of the week. In the meantime if you try to respond to a dispute you might get an error, and our process that tries to auto-close disputes for paid items is likely also failing for many disputes, so if you want to close those disputes or respond to open disputes you will need to do that directly on eBay for the next couple of days.

Additionally, both the "Mutually Agreed" and the "Add Information" Reasons that are available in our system for responding to UPIs (they are not shown on all disputes) are no longer valid types of reasons for a response for UPIs, but are still valid for some INR responses. In our November 11 release we will be dropping those Reasons for responding to UPIs and making some other changes related to UPIs. In the meantime please don't use those reasons for your UPI response, otherwise you will get an error.