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Seller protection policy
How you're protected
We want you to be able to sell with confidence. This page explains how we protect sellers, and offers best practices for addressing problems that sometimes come up.
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.
Automatic 5-star detailed seller ratings
Offer great customer service and get automatic 5-star detailed seller ratings, as follows:
(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.)
If a buyer reports that an item hasn't been received
If you ship an item within your stated handling time and provide tracking information to the buyer before you or the buyer asks us to step in and help with a request, you're protected.
Tracking information needs to include:
If a buyer reports that an item isn't as described
If the buyer submits a return request because an item isn't as described in the listing, you are protected from negative and neutral feedback if you offer free returns, accept the return, and give a refund.
Other resolution methods
Buyers can't use more than one resolution method to get a refund. After selecting a resolution method, a buyer is required to use that process for the duration of the resolution effort.
If you lose a chargeback after you reimburse eBay or the buyer, you can appeal the decision by providing evidence of the lost chargeback.
Keep in mind
Remember that even if the buyer doesn't ask us to step in and help with an item that wasn't received, the request may still count as a transaction defect if you canceled the transaction because you were out of stock. Learn more about our seller performance standards.
Learn more about eBay Money Back Guarantee.
Fair performance evaluation
To measure your overall performance accurately, we look at your performance as a whole. We also consider a buyer's pattern for opening cases and leaving low detailed seller ratings—and protect you when necessary.
Transaction defect rate
eBay Top Rated Seller grace period
If you are a Top Rated Seller and fall below the sales and tracking requirements for Top Rated Seller status, you may qualify for the Top Rated Seller grace period. During the Top Rated Seller grace period you retain your Top Rated Seller status and benefits, and you have 2 evaluation cycles to get your transaction count, sales amount, or tracking requirements back to minimum program requirements.
You're eligible for the grace period if you fall below Top Rated Seller standards due to any of the following:
You're only eligible for the Top Rated Seller grace period when:
If you don't meet sales and tracking requirements and performance standards after the grace period ends, you lose your Top Rated Seller status and benefits.
Learn more about becoming a Top Rated Seller.
Note: the grace period applies to US transactions only.
The return process on eBay provides you and your buyers a simple and efficient way to handle return requests.
If a buyer has done everything in their power to ensure an item is returned to you safely in accordance with eBay's returns policies, we suggest you issue a refund to provide great customer service. We strongly recommend a lenient return policy, except in circumstances where the buyer is at fault. For example:
If you suspect that a buyer is abusing returns, contact the buyer through Messages in My eBay to keep a record of the conversation, and try to resolve the issue. If you still suspect buyer abuse, report a problem with the buyer.
Occasionally, a buyer may ask us to step in and help with a return request. We review the request and consider your communications with the buyer as well as the information you provide, including any photos of the item, which you can upload to eBay once a return is open. If we determine that a buyer has abused the returns process or the eBay Money Back Guarantee, the buyer may be subject to a range of actions, including limits on their buying and selling privileges and suspension of their account.
Learn more about using eBay returns.
You are protected from unpaid items through our unpaid item policy. When a buyer wins an item or uses Buy It Now to purchase an item, they're obligated to complete the purchase by paying you.
If a buyer doesn't pay within 2 days, you can open an unpaid item case in the Resolution Center. If the buyer still doesn't pay or reach some other agreement with you after 4 days, and you close the case, we record the unpaid item on the buyer's account.
When an unpaid item case closes without payment from the buyer, you're eligible to receive a final value fee credit to your eBay seller account.
Excessive unpaid items on a buyer's account may result in range of actions, including limits or loss of buying privileges.
We automatically remove Feedback when we know or have reason to believe that a buyer hasn't paid.
Learn more about the unpaid item policy.
Preventing unpaid items
When you use the Global Shipping Program, you're responsible for getting packages safely to the US shipping center. If an item is damaged or lost during international shipping you're protected from:
You automatically get 5-star detailed seller ratings for:
Important: If you don't qualify for the these automatic 5-star detailed seller ratings, the shipping and handling charges and shipping and handling time ratings you receive aren't counted in your seller performance.
Read the complete seller policies for the Global Shipping Program.
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:
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 buying practices 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:
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