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 (from October)

Sellers earn an eBay Plus badge on their listing by delivering high quality customer service. Starting 1 October 2019, listings on eBay.com.au with an eBay Plus badge qualify for additional protections.

A buyer falsely claims an item was not as described

  • 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

  • Before you ask us to step in and help, 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.
 

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. We may also prevent that buyer from filing return requests or opening claims. 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

  • Before you ask us to step in and help, 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.

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 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 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

 

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 provide tracking information to the buyer before you or the buyer asks us to step in to help with a request, you're protected.

Tracking information needs to include:

  1. A delivery status of "delivered";
  2. The date of delivery;
  3. The recipient's address;
  4. 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're protected from negative and neutral Feedback if you offer free returns, accept the return, and give a refund.

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 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.

 

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.

To be eligible for protections on eBay Plus listings (starting 1 October 2019), 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.

Exclusions

Most transactions on eBay are covered by seller protections. However, the following types of items and listings 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 Feedback policy.

More information:

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