Please read our full policy below to see details of how we aim to protect you when you're selling on eBay.
Frequently Asked Questions
How do I make sure I am protected?
There are some protections that are available on all transactions. If eBay finds that a buyer's behaviour is abusive, you're protected. We'll remove any negative or neutral Feedback and defects, including opened cases in service metrics.
Other protections are available when you follow best practices. For example, when you provide tracking that shows the item was delivered, you are protected when the buyer opens an item not received request.
Additionally, providing a good buyer experience will help you be protected. For example, when you offer free returns, you will be protected when a returned item has been opened, used or damaged.
How am I protected in eBay Money Back Guarantee cases?
If eBay is asked to step in and help after a buyer has opened an eBay Money Back Guarantee case, there are many things that we'll take a look at before making a decision. You'll also be protected from losing a case if certain criteria are met. For example, if you post an item within your stated handling time and provide tracking information to the buyer before you or the buyer asks us to step in, you're protected.
How do I report a buyer who's violating eBay policies?
Read our full policy
Seller protection policy overview
How you're protected
eBay protects you from many events outside your control and we're here for you when things don't go as planned.
This policy outlines the protections eBay provides if:
- An item arrives late that you sent on time
- Severe weather or carrier disruptions caused the item to arrive late
- You send the item within your handling time to an international buyer
- An item was returned after it was opened, used or damaged
- A buyer retracts their bid or doesn't pay
- A buyer's behaviour is abusive
- A buyer changed their order or requests something extra
- Your seller performance standards are impacted
- You have eBay Money Back Guarantee requests
- Follow our best practices - opens in new window or tab to help avoid transaction problems
- Transactions made through PayPal may be covered by PayPal Seller Protection - opens in new window or tab
An item arrives late that you sent on time
We automatically adjust your late shipment rate and remove negative or neutral 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 date, 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.
Severe weather or carrier disruptions caused the item to arrive late
We automatically adjust your late shipment rate, remove cancelled transaction defects and remove negative or neutral Feedback when:
- Your shipment was affected by delivery delays caused by weather or other carrier-caused events. These may be listed on the announcement board - 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.
You send the item within your handling time to an international buyer
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.
An item is returned after it was opened, used or damaged
When you offer free returns and accept the return:
- You can access the partial refund tool for items that come back opened, damaged or missing parts.
- If the buyer asks eBay to step in and help due to the partial refund, we'll resolve the issue directly with the buyer. You'll keep your portion of the partial refund and it won't affect your seller standards.
- If the buyer leaves negative or neutral Feedback, we'll remove it.
A buyer retracts their bid or doesn't pay
- If a buyer retracts their bid and it disrupts your auction, you can choose whether 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 any negative or neutral Feedback and cancelled transaction defects, and credit the final value fee to your account.
- To prevent unpaid items, you can require immediate payment from buyers.
A buyer's behaviour is abusive
When we find that a buyer has violated the Abusive buyer policy, we'll remove any negative or neutral Feedback and defects, including opened cases in service metrics. We may also prevent them from filing return requests and opening claims. When buyers engage in repeat abusive behaviour, we may suspend their account.
You can help us by reporting the buyer and clearly describing what the buyer is doing. This will help us investigate potential policy violations and take actions to protect you.
See the Abusive buyer policy to understand what buyer behaviour is not allowed.
A buyer changed their order or requests something extra
You never have to agree to any changes to the terms in your listing (e.g. adding additional items, discounts, etc.). If the 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 any negative or neutral Feedback and cancelled transaction defects when we can see the buyer's demands or request for changes in eBay messages.
Your seller performance standards are impacted
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 protect you when we consider it necessary.
Transaction defect rate
- 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.
- Buyers don't see your defect rate.
You have eBay Money Back Guarantee requests
If we close an eBay Money Back Guarantee case or appeal request in your favour, we'll remove any negative or neutral 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 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 must include:
- A delivery status of "delivered"
- The date of delivery
- The recipient's address
- Signature confirmation, if an item has a total cost of $750 or more.
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 or 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 a buyer files a chargeback, any requests opened with eBay Money Back Guarantee 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.
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 cancelled the transaction because you were out of stock. Learn more about our seller performance standards.
Most transactions on eBay are covered by eBay Money Back Guarantee; however, the following situations are not covered:
- Vehicles, Real Estate, Websites & Business for Sale, Classified Ads and services, Tickets
- Digital Goods and Intangibles, with the exception of digital gift cards
Learn more about eBay Money Back Guarantee.
Learn more about the Seller performance and defect removal policy.