From e-bays terms and conditions for resolution of a dispute
How can I start the dispute resolution process? To start the process, file a complaint. You will be asked to complete these steps via an online form:
Create a SquareTrade User ID and password Enter complaint details. SquareTrade will send a notification email to the other party who can then respond to you. Your complaint and the other party's response will appear in a secure area on the SquareTrade Web site. Only you, the other party and the mediator (if you choose to involve one) will be granted access. Disputes are often successfully settled with this independent resolution method.