Seller protections

If an item is returned in a different condition than it was originally sent:

• You can deduct up to 50% from the refund to recover the lost value of the item. See our guidelines on how much you can deduct
• If you deduct an amount from the buyer's refund:
  • We'll take care of any issues associated with the item being returned by working directly with the buyer
  • If the buyer had requested the return because the item didn't match the listing, we won't count the return in your 'Item not as described' rate in service metrics

If we're asked to step in after you've issued the refund, it won't be counted as a case closed without seller resolution in your seller performance metrics. We'll keep the return open for up to 10 days while we work with the buyer to resolve their concerns, and you won't need to do anything else.

If an item is returned with significant damage or the wrong item is returned, we may be able to help.

When you report the buyer - opens in new window or tab and we determine the buyer made a false claim:

• We'll help cover the return postage costs you paid by giving you a credit on your account*. This can take up to 60 days.
  • If you paid for an eBay return label, we'll credit the cost of the label
  • If you provided your own label, we'll credit up to AU $11.00 per transaction
• We'll automatically remove any negative or neutral feedback left for the transaction
• The return won't be counted in your 'Not as described' rate in service metrics

Our video below has more information about how this return postage credit works:

• If a buyer retracts their bid and it disrupts your auction, you can choose to cancel the order and we'll remove any related negative or neutral feedback and cancelled order defects
• If the buyer doesn't pay within the time allowed and you cancel the order, we'll remove negative and neutral feedback and cancelled order defects

To prevent unpaid items, you can require immediate payment from buyers.

You never have to agree to any changes to the terms in your listing (for example, including additional items or giving a discount). If a buyer demands a change to what you originally offered, you can choose to cancel the order or you can complete the transaction under the original terms. We'll remove any related negative or neutral feedback and cancelled order defects when we can see the buyer's demands in eBay Messages.

We automatically adjust your late shipment rate when:

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

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

You can also request removal - opens in new window or tab of neutral or negative feedback where the buyer references a delivery issue but tracking shows that you met your delivery or handling time expectations.

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 related negative or neutral feedback.

We automatically adjust your late shipment rate and remove cancelled transaction defects 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
• We instruct you to hold a shipment or cancel the order

You can also request removal - opens in new window or tab of related neutral or negative feedback.

We may also extend expected delivery dates and/or remove 'Item not received' reports from service metrics when things happen that cause widespread delays, such as severe weather or carrier disruptions.

Items that display the Authenticity Guarantee badge in the listing are first sent to an authenticator who inspects the item prior to delivery to the buyer.

If the buyer reports that an item didn't arrive or didn't match the listing description after it passed authentication:

• We'll automatically remove the 'Item not received' or 'Not as described' return from your service metrics
• We'll automatically remove any negative or neutral feedback left for the transaction

eBay Guaranteed Fit helps buyers shop for automotive parts and accessories with confidence. If a buyer's vehicle details match the compatibility information (also known as 'fitment') the seller provided in the listing, they'll see a green eBay Guaranteed Fit tick badge when purchasing.

If a buyer purchased an item with eBay Guaranteed Fit and requests a return because it doesn't fit their vehicle:

• We'll cover the cost of an eBay return label*
• We'll automatically remove the return from your 'Not as described' rate in service metrics
• We'll automatically remove any negative or neutral feedback left for the transaction

*If the item isn't eligible for an eBay return label, the seller will be responsible for providing a way for the buyer to return the item. If you have set up the RMA number option in your Return preferences - opens in new window or tab, you can select an eBay label when responding to the return from your Returns dashboard - opens in new window or tab.

From 31 March 2026, buyers won't be able to report that an item doesn't fit their vehicle unless the purchase was covered by eBay Guaranteed Fit.

Fair performance evaluation

Our monthly seller performance evaluations are intended to look at your performance as fairly and accurately as possible. For example:

• We adjust the evaluation period according to how much you sell to make sure we're getting a fair sample
• We take into account how many different buyers are involved when determining whether any transaction issues will affect your account standing
• If you are Top Rated, this will be shown in your feedback profile. Otherwise, other eBay members can't see your seller level

For full details of how performance is evaluated, please read our Seller standards policy and Service metrics policy.

eBay Money Back Guarantee means buyers can expect to receive the item they bought or receive a refund. As a seller, you're responsible for delivering the item as described in your listing, honouring your return policy, and providing a resolution when a buyer reports a problem with an order. We'll protect sellers if they have met these obligations.

When a buyer reports that an item hasn't arrived

To help keep you protected and ensure the buyer stays updated until they get their order, make sure you send items within your stated handling time and upload tracking as soon as possible.

• Protections for items sent with a tracked service – Applicable to all sellers:
  • Provided you uploaded valid tracking information when sending the order and it shows evidence of successful delivery, you won't be responsible for refunding the buyer
• Additional protections for items sent with a label bought on eBay – Applicable from 1 May 2026:
  • For orders up to $750, we'll take care of any reports that an item hasn't arrived. We'll automatically respond to the buyer's report and you won't be responsible for providing a refund
  • For orders over $750, you'll still need to respond to the buyer's report and resolve the issue, which may mean providing a refund if the item doesn't arrive
  • We'll also remove the 'Item not received' from your service metrics and remove any negative or neutral feedback left for the transaction
• Additional protections for items sent with a protected integrated carrier – Applicable only to certain requests up until 30 April 2026:
  • For orders up to $750, provided there was at least one carrier scan before the latest estimated delivery date, we'll take care of any reports that an item hasn't arrived. We'll let you know that we will automatically respond to the buyer's report and you won't be responsible for refunding the buyer

Please note that you must upload the tracking details to the order before the latest estimated delivery date for these additional protections to apply.

When 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 open:

• We'll remove any negative or neutral feedback left for the transaction once the case is automatically closed

When eBay steps in

If we close an eBay Money Back Guarantee case or appeal after having determined that you've met your obligations to the buyer:

• We'll remove any related negative or neutral feedback
• It won't be counted as a case closed without seller resolution

For more information about how eBay decides the outcome of a case, see our eBay Money Back Guarantee policy.

Duplicate claims

Buyers can't use more than one resolution method to get a refund. If the buyer files a chargeback or buyer protection claim with their payment provider:

• We'll close any open 'Item not received' request, return or order cancellation request for that transaction
• The buyer won't be able to open an eBay 'Item not received' or return request for that transaction