5 min article

Seller protections

When you deliver on your service promises to create good buying experiences, we will 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 shipped on time.

Read more about seller protections

Protections for Top Rated Sellers

Your track record matters – coverage for Top Rated Sellers

Top Rated Sellers (TRS) who have a UK registered address and offer 30 day or longer returns are protected on items listed on eBay.co.uk when:

A buyer falsely claims an item was not as described

If the report qualifies:

  • We will subsidise the return postage label cost up to £3.50 per return for any false claim filed by a buyer that an item was not as described
  • We will also automatically remove negative and neutral Feedback, defects, and the open cases in your 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 will work directly with the buyer to resolve any issues associated with the item being returned, 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.

 

Protections for all sellers

Abusive buying activity

When we determine that a buyer has violated the abusive buyer policy, we will remove any 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

Sellers who offer free returns and who are not Below Standard are eligible for this protection

  • You can deduct up to 50% from the refund to recover the lost value of the item
  • We will take care of any issues directly with the buyer for you, 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 will remove any Feedback and cancelled transaction defects
  • If the buyer doesn't pay and you file and close an unpaid item request, we will remove Feedback and cancelled transaction defects and you will be refunded 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 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 will remove 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 dispatched it on time

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

  • The carrier scan shows you dispatched within your handling time, even if it arrives late
  • The carrier scan shows the item arrived by the estimated delivery, even if you dispatched it late
  • If there is no tracking or the carrier didn't scan the package, it will not count as a late delivery if the buyer doesn't indicate the item was late

Global Shipping Programme

When you use the Global Shipping Programme, you're responsible for getting packages safely to the UK shipping centre. If an item is damaged or lost after reaching the shipping centre, you're protected from:

For more details, read the complete seller policies for the Global Shipping Programme - opens in new window or tab.

Customs and international carrier issues

We adjust your late delivery rate and remove Feedback when you ship internationally and the shipment receives a domestic carrier scan within your handling time.

Severe weather or carrier disruptions caused the item to arrive late

We automatically adjust your late delivery rate, remove cancelled transaction defects and remove Feedback when:

  • Your shipment was impacted by delivery delays caused by weather or other carrier-caused events listed on the announcement board - opens in new window or tab
  • The shipment receives a carrier scan within your dispatch time, even if the item arrives late
  • eBay or PayPal instructs you to hold a shipment or cancels the transaction

 

Other protections

eBay Money Back Guarantee requests

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

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 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, showing at least the city/county or postcode (or international equivalent) that matches the one found on the "Order details" page; and
  4. Signature confirmation, if the total order cost (total of item(s), postage and tax) is £450 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 are protected from negative and neutral Feedback if you offer free returns, accept the return, and give a refund.

Protections for chargebacks and PayPal Purchase 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 Purchase 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 payments sellers

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
  • You provided proof of delivery that included all of the following:
    • Tracking number provided by the shipping company (uploaded by the date indicated in the payment dispute notification)
    • A delivery status of "delivered"
    • Date of delivery
    • Recipient's address, matching the address displayed on the order (including the city, county, postcode or international equivalent)
    • Proof of signature confirmation if the order has a total cost (including postage and taxes) of £450 or more, uploaded as an image while contesting the payment dispute

Or

You have validated the identity of the person picking up the item and provided proof of collection while contesting the payment dispute, which includes all of the following:

  • Date of collection
  • Store of delivery, matching the shipping address on the order
  • Order ID, item number, item title, and price paid
  • The customer’s signature on the pickup form

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 recognize the transaction:

  • You provided proof of delivery that included all of the following:
    • Tracking number provided by the shipping company (uploaded by the date indicated in the payment dispute notification)
    • A delivery status of "delivered"
    • Date of delivery
    • Recipient's address, matching the address on the order (including the city, county, postcode or international equivalent)
    • Proof of signature confirmation if the order has a total cost (including postage and taxes) of £450 or more, uploaded as an image while contesting the payment dispute

Or

You have validated the identity of the person picking up the item and provided proof of collection while contesting the payment dispute, which includes all of the following:

  • Date of collection
  • Store of delivery, matching the shipping address on the order
  • Order ID, item number, item title, and price paid
  • The customer’s signature on the pickup form

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 drop shipping 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 Top Rated Seller protections you must:

  • Be a UK Top Rated Seller at the time of the protection
  • Have a UK registered address
  • Offer 30 day or longer returns
  • 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.

Items eligible for Top Rated Seller protections must be:

Transactions not eligible for protections

Most transactions on eBay are covered by seller protections. However, the following situations 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, Real Estate, Business & Websites for Sale, Classified Ads, Services, Digital Content, Intangible Goods, and some Business Equipment categories
  • Click & Collect transactions refunded with store credit or as an exchange

Learn more about eBay Money Back Guarantee.

Learn more about the Seller Performance and Feedback policy.

More information:

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