9 min article

Seller protections

When you deliver on your service promises to create good buying experiences, we'll protect you from abusive buying behaviour and from events outside your control.

Frequently Asked Questions

 

How am I protected from abusive buyers?

If eBay finds a buyer's behaviour is abusive, we will take action on the buyer and remove negative and neutral Feedback and defects, including opened cases in service metrics.

What if something happens that is outside of my control?

We will protect you by removing negative and neutral Feedback and defects when things happen that are outside your control, such as weather or carrier delays, or when the item arrives late but tracking shows you sent it on time.

Read more about seller protections

Protections for eBay Plus listings

Sellers earn an eBay Plus badge on their listing by delivering high quality customer service. Listings on eBay.com.au with an eBay Plus badge qualify for additional protections.

A buyer falsely claims an item was not as described

As long as the seller meets the eligibility requirements for protections:

  • We'll give you up to AU $9.00 back to help cover the return postage costs you paid.
  • We'll automatically remove negative and neutral Feedback, defects, and open cases in service metrics.

An item is returned after it was used or damaged by the buyer

  • You can deduct up to 50% from the refund to recover the lost value of the item.
  • We'll take care of any issues associated with the item being returned by working directly with the buyer and by removing any negative and neutral Feedback, defects and open cases in service metrics.

If we are asked to step in and help, you will no longer be able to issue a partial refund to the buyer.

Learn more about refunding the buyer.

 

Protections for all sellers

Abusive buying activity

When we determine that a buyer has violated the abusive buyer policy, we'll remove any negative or neutral Feedback and defects posted by that buyer, including opened cases in service metrics. For abusive buyers, we may also limit the ability to file return requests on the eBay site. In serious cases or repeated abusive behaviour, we may suspend the buyer's account.

You can help us by reporting the buyer - opens in new window or tab and clearly describing what they are doing. This will help us investigate potential policy violations and take actions to protect you.

See the abusive buyer policy for buyer behaviour that is not allowed.

An item is returned after it was used or damaged by the buyer

Listings which offer free returns are eligible for this protection

  • You can deduct up to 50% from the refund to recover the lost value of the item.
  • We'll take care of any issues associated with the item being returned by working directly with the buyer and by including removing any negative and neutral Feedback, defects and open cases in service metrics.

If we are asked to step in and help, you will no longer be able to issue a partial refund to the buyer.

Learn more about refunding the buyer.

A buyer retracted their bid or didn't pay

  • If a buyer retracts their bid and it disrupts your auction, you can choose to cancel the transaction and we'll remove any negative or neutral Feedback and cancelled transaction defects.
  • If the buyer doesn't pay and you file and close an unpaid item request, we'll remove negative and neutral Feedback and cancelled transaction defects, and give you a credit for the final value fee.
  • To prevent unpaid items, you can require immediate payment from buyers.

A buyer demanded something not offered in the original listing

You never have to agree to any changes to the terms in your listing (e.g. adding additional items or discounts). If a buyer demands a change to what you originally offered, you can choose to either cancel the order, or you can complete the transaction under the original terms. We'll remove negative or neutral Feedback and cancelled transaction defects when we can see the buyer's demands in eBay messages.

 

Events outside your control

An item arrived late but tracking shows that you sent it on time

We automatically adjust your late shipment rate and remove Feedback when:

  • The carrier scan shows you sent the item within your handling time, even if it arrives late
  • The carrier scan shows the item arrived by the estimated delivery, even if you sent it late

If the buyer doesn't indicate the shipment was late, it won't count as a late shipment even if there is no tracking or the carrier didn't scan the shipment.

eBay Guaranteed Delivery
This protection is not available for items sold with eBay Guaranteed Delivery (within the Door-to-Door program).

Customs and international carrier issues

If you're sending an item internationally and it receives an acceptance scan within your handling time, we'll adjust your late shipment rate and remove negative or neutral Feedback.

Severe weather, natural disaster or carrier disruptions caused the item to arrive late

We automatically adjust your late shipment rate, remove cancelled transaction defects and remove negative and neutral Feedback when:

  • Your shipment was affected by delivery delays caused by weather, a natural disaster or other disruptions to carrier services. These may be listed on eBay Announcements - opens in new window or tab.
  • The shipment receives a carrier scan within your handling time, even if the item arrives late
  • The shipment receives a delivery scan within the estimated delivery date range, even if you sent it late
  • eBay or PayPal instructs you to hold a shipment or cancels the transaction

 

Other protections

Seller performance standards

Fair performance evaluation

To measure your overall performance accurately, we look at your performance as a whole.

  • The transaction defect rate won't count in your seller performance status until you have transactions with defects from at least 4 different buyers within your evaluation period.
  • You won't be subject to consequences for service metrics when your rate is under 1% in a specific category or if you have had fewer than 10 'item not as described' or 'item not received' requests from unique buyers.
  • Keep in mind that buyers don't see your defect rate.

Learn more about seller performance standards.

eBay Money Back Guarantee requests

If we close an eBay Money Back Guarantee case or appeal request in your favour, we'll remove all Feedback and defects.

If a buyer reports that an item hasn't been received

If you send an item within your stated handling time and upload tracking, from one of eBay's integrated carriers, before the estimated delivery date, you're protected.

Tracking information needs to include:

  1. A delivery status of "delivered" (or equivalent in the country to which the item was delivered);
  2. The date of delivery;
  3. The recipient's address, showing at least the city/suburb or postcode (or international equivalent) that matches the address in the eBay order details; and
  4. Signature confirmation, if the total order cost (total of item(s), postage and any applicable tax) is $750 or more. Learn more about signature confirmation requirements.

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're protected from negative and neutral Feedback if you offer free returns, accept the return, and give a refund.

If a buyer doesn't send a return back

In cases where we don't receive proof of shipment from your buyer while the return request is active and the case is then automatically closed, we'll protect you by removing any negative or neutral Feedback for that transaction.

Protections for chargebacks and PayPal Buyer Protection

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 a buyer files a chargeback, any open eBay Money Back Guarantee request, open order cancellation or open return request for the same transaction are immediately closed.
  • If a buyer files a PayPal Buyer Protection case, the buyer can't open an eBay Money Back Guarantee request for the same transaction.

If you lose a chargeback after you reimburse eBay or the buyer, you can appeal the decision by providing evidence of the lost chargeback.

 

Protections for managed payment sellers

The information in this section applies from 20 July 2020 to sellers whose accounts have been activated for managed payments - opens in new window or tab.

If a buyer files a payment dispute and the transaction is eligible for protection, we'll cover the amount of the dispute, and waive the fee, if the following is true for the same transaction prior to the payment dispute being received:

When a buyer reports that they haven't received their item:

  • An eBay Money Back Guarantee case was found in your favour, or
  • You refunded your buyer, or
  • After the payment dispute was received, you provided proof of delivery that included all of the following:
    • Tracking number provided by the carrier company (uploaded by the date indicated in the payment dispute notification);
    • A delivery status of "delivered";
    • Date of delivery;
    • Recipient's address, showing at least the city/suburb or postcode (or international equivalent) that matches the address displayed on the eBay Order details page; and
    • Proof of signature confirmation, if an order has a total cost (including postage and any applicable taxes) of $750 or more, uploaded as an image while contesting the payment dispute.
  • OR You have validated the identity of the person collecting the item, and provided proof of collection while contesting the payment dispute which includes all of the following:
    • Date of collection;
    • Order ID, item number, item title and price paid;
    • The customer's signature on the collection form; and
    • For items collected from the retailer, the store location matching the delivery address on the order.

When a buyer reports that an item doesn't match the listing description:

  • An eBay Money Back Guarantee case was found in your favour, or
  • You refunded your buyer in full, or
  • You previously issued a partial refund for an item that was returned to you used or damaged.

When a buyer reports that they don't recognise the transaction:

  • You provided proof of delivery that included all of the following:
    • Tracking number provided by the carrier company (uploaded by the date indicated in the payment dispute notification);
    • A delivery status of "delivered";
    • Date of delivery;
    • The recipient's address, showing at least the city/suburb or postcode (or international equivalent) that matches the address displayed on the eBay Order details page; and
    • Proof of signature confirmation, if an order has a total cost (including postage and any applicable taxes) of $750 or more, uploaded as an image while contesting the payment dispute.
  • OR You have validated the identity of the person collecting the item, and provided proof of collection while contesting the payment dispute which includes all of the following:
    • Date of collection;
    • Order ID, item number, item title and price paid;
    • The customer's signature on the collection form; and
    • For items collected from the retailer, the store location matching the delivery address on the order.

Learn more about your protections when handling payment disputes.

 

Eligibility for protections

If you do any of the following, you are not eligible for any seller protections:

  • Operate with a false identity
  • Not follow through with your service promises (such as not honouring your return policy)
  • Have a history of serious policy violations, such as selling counterfeits, using prohibited forms of third-party fulfilment or taking sales off eBay
  • Misuse the protection, such as excessively reporting false 'Item not as described' requests or unfairly giving too low a partial refund.

To be eligible for protections on eBay Plus listings, you must:

  • Qualify for an eBay Plus badge on your listing
  • Only give partial refunds to recoup the actual lost value of the item when it is returned in a different condition than the original item
  • Only report buyers for opening false item not as described returns where you correctly described the item
  • Not be rated 'Very High' in service metrics.

See our Seller protections abuse policy for more information.

Transactions not eligible for protections

Most transactions on eBay are covered by seller protections. However, the following types of items and listings are not covered:

  • Items that violate eBay's prohibited and restricted items policies
  • Items in categories excluded from eBay Money Back Guarantee. Some examples include vehicles, heavy machinery, real estate, Websites & Businesses for Sale, Classified Ads and services, Tickets
  • Digital Goods and Intangibles, with the exception of digital gift cards.
  • Click & Collect (from the retailer) transactions refunded with store credit or as an exchange

Learn more about eBay Money Back Guarantee.

Learn more about the Seller performance and defect removal policy.

More information:

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