How you're protected

Feedback and transaction defect rate

Automatic transaction defect protections

We automatically remove the defects from your seller performance evaluation, and the feedback related to the defect from your feedback profile, in the instances described here. You may request the removal of these types of defects and related feedback if they are not automatically removed.

The defect was the direct result of an eBay site issue or an eBay program error.
We take action on a buyer for activity that violates the Abusive buyer policy.
eBay or PayPal instructs you to hold a shipment or takes action to cancel the transaction.
We take action to close an eBay Money Back Guarantee case or appeal request in favor of the seller.
We can determine through valid tracking that the defect was the direct result of systemic delays in shipping or communication. Examples include: wide-scale shipping carrier delays, items stuck in customs, or power outages due to extreme weather. Actual events will be listed on our announcement board.

Automatic 5-star detailed seller ratings

Offer great customer service and get automatic 5-star detailed seller ratings, as follows:

Shipping and handling charges
If you offer free shipping and we know the buyer chose that option, you'll get an automatic 5-star detailed seller rating for shipping and handling charges.
Shipping and handling time
If you specify same business day or 1 business day handling, upload tracking information within 1 business day of receiving cleared payment, and the item shows a delivery time of 4 days from receiving payment, you'll get an automatic 5-star rating for shipping time.

Fast 'N Free listings get the extra protection of having a low rating for shipping time automatically converted to a 5-star rating as long as you upload tracking and the item is delivered within the stated handling time plus the estimated delivery time.
Communication
You'll automatically receive a 5-star communication detailed seller rating if:
- You specify same business day or 1 business day handling and upload tracking information within 1 business day.
- At the time the buyer leaves feedback:
  - There are no buyer- or seller-initiated communications in eBay Messages and
  - There are no pending eBay Money Back Guarantee requests or PayPal Purchase Protection cases.
- There are no requests for contact information between you and the buyer.

(Best Offers, Second Chance Offers, invoices, and invoice requests—even if they contain messages added by the buyer or seller—do not affect automatic 5-star detailed seller ratings for communication. You'll still qualify for an automatic 5-star communication detailed seller rating if you or your buyer sends these types of communications.)

eBay Money Back Guarantee requests

Seller performance standards

eBay returns

Unpaid items

The Global Shipping Program

Emerging markets

We want to help you expand your horizons and grow into new markets, and we understand the challenges that selling across multiple countries can present. We are improving how we protect you when selling in emerging markets:

Late deliveries will no longer count against your late delivery rate metric, as long as you let us know the item has been shipped on time, and that you make it right with the buyer if any problems occur.
We'll remove negative or neutral feedback caused by delivery delays from buyers in emerging markets.

Emerging markets which are covered by this policy:

Afghanistan, Albania, Algeria, American Samoa, Angola, Anguilla, Argentina, Armenia, Azerbaijan Republic, Bangladesh, Belarus, Belize, Benin, Bhutan, Bolivia, Botswana, Brazil, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo, Democratic Republic of the Congo, Republic of the Cook Islands, Costa Rica, Côte d'Ivoire (Ivory Coast), Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands (Islas Malvinas), Fiji, French Guiana, Gabon Republic, Gambia, Georgia, Ghana, Greenland, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Indonesia, Iran, Iraq, Jamaica, Jan Mayen, Jordan, Kazakhstan, Kenya, Kiribati, Kyrgyzstan, Laos, Lebanon, South Lesotho, Macau, Madagascar, Malawi, Maldives, Mali, Marshall Islands, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nauru, Nepal, Nicaragua, Niger, Nigeria, Niue, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Romania, Russian Federation, Rwanda, Saint Helena, Saint Pierre and Miquelon, Senegal, Seychelles, Sierra Leone, Solomon Islands, Somalia, Sri Lanka, Suriname, Svalbard, Swaziland, Tajikistan, Tanzania, Thailand, Togo, Tonga, Tunisia, Turkey, Turkmenistan, Tuvalu, Uganda, Ukraine, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Wallis and Futuna, Western Sahara, Western Samoa, Yemen, Zambia, Zimbabwe.

Reporting a buyer

The Abusive buyer policy outlines our expectations for buyer behavior. Violations may result in a range of actions, including feedback removal, cancellation of requests or cases, limits on account privileges (such as use of the eBay Money Back Guarantee), limits on overall buying activity, and account suspension.

To report a buyer who may be violating our policies:

Review the Abusive buyer policy (and its related policies) to make sure that the buyer is really breaking the rules.
Once confirmed, report the buyer - opens in new window or tab.