When you sell on eBay, we 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'll take action against the buyer, and we'll remove any related negative or neutral Feedback, defects, and open 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 an item arrives late but tracking shows you sent it on time.
Enhanced protections for business sellers
If you're delivering on your service promises and creating good buying experiences, you'll have access to additional seller protections.
Business sellers are eligible for these enhanced protections when all the following criteria are met:
We'll give you up to £3.50 to help cover the return postage costs you paid. It may take up to 60 days for this amount to be credited to your account
We'll automatically remove any related negative or neutral Feedback
The return won't be counted in your 'Not as described' rate in service metrics
Ensure you have completed the return and issued a refund to the buyer. You can also use the Report buyer option within the return request.
Our video below has more information about how this return credit works on eBay.
An item is returned after it was used or damaged by the buyer
If you accepted a buyer's return request but the 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
We'll automatically remove any related negative or neutral Feedback
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
Make sure you report the buyer - opens in new window or tab and send the refund within 2 business days after receiving the item back. You can do this from the return request. If eBay steps in to help with the return at any stage, you'll no longer be able to deduct an amount from the buyer's refund.
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. 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.
When we determine that a buyer has violated the abusive buyer policy, we'll remove any associated negative or neutral Feedback and defects, including any open cases in service metrics. For abusive buyers, we may also limit their ability to request returns on eBay. In serious cases or repeated abusive behaviour, we may suspend the buyer's account.
You can assist 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 examples of buyer behaviour that isn't allowed.
An item is returned after it was used or damaged by the buyer
Sellers who are not Below Standard are eligible for this protection for listings that offer free returns.
You can deduct up to 50% from the refund to recover the lost value of the item
We'll automatically remove any related negative or neutral Feedback
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
Make sure you report the buyer - opens in new window or tab and send the refund within 2 business days after receiving the item back. You can do this from the return request. If eBay steps in to help with the return at any stage, you'll no longer be able to deduct an amount from the buyer's refund.
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. 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 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 any related Feedback and cancelled order defects
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 (for example, including additional items or giving a discount). If the 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.
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 negative or neutral 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 latest estimated delivery date, 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 sending the item your buyer purchased safely to the UK shipping centre. If an item is damaged or lost after reaching the shipping centre, you're protected from:
We adjust your late delivery rate and remove related negative or neutral Feedback when you send an item 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 related negative and neutral Feedback when:
The shipment receives a carrier scan within your dispatch time, even if the item arrives late
We instruct you to hold a shipment or cancel the order
Other protections
eBay Money Back Guarantee requests
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 and defects.
If a buyer reports that an item hasn't arrived
If you send an item within your stated dispatch time, and you upload tracking information before the estimated delivery date that shows evidence of successful delivery, you're protected.
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, we'll remove any related negative or neutral Feedback if you offer free returns, accept the return, and give a refund.
Duplicate claims
Buyers can't use more than one resolution method to get a refund. If a buyer files a chargeback or other buyer protection claim with their payment provider:
We'll close any open "Item not received", return or order cancellation requests for that transaction
The buyer won't be able to open an eBay "Item not received" or return request for that transaction
eBay Assured Fit
When a buyer opens a return for a vehicle part or accessory covered by eBay Assured Fit - opens in new window or tab and selects the reason "Doesn't fit my vehicle", we'll cover the cost of an eBay return label. If the item doesn't qualify for an eBay return label, you'll be responsible for providing a way for the buyer to return the item.
Protections for payment disputes
If a buyer files a payment dispute and the transaction is eligible for protection under our Payment dispute seller protections, we'll cover the amount of the dispute, waive the dispute fee, and remove negative and neutral Feedback related to the transaction.
Items that are excluded from eBay Money Back Guarantee. Examples include: items not listed on ebay.co.uk, vehicles, Real Estate, Businesses & Websites for Sale, Classified Ads, Services, Digital Content, Intangible Goods, and some Business Equipment categories. See our eBay Money Back Guarantee policy for full details
Loss of protections
If you do any of the following you may lose your eligibility for seller protections:
Operate with a false identity
Fail to 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
Abuse or fraudulently use the seller protections – for example, you have a history of:
Reporting buyers for false 'Item not as described' requests when you had not described the item correctly
Unfairly deducting too much from the buyer's refund when an item is returned in a different condition. In these cases, the deduction should only be used to recoup the actual lost value of the item
Misusing or manipulating the eBay Assured Fit programme
If eBay steps in to help with a return or item not received request:
You'll no longer be able to deduct an amount from the buyer's refund when an item is returned used or damaged by the buyer
If eBay determines that you're responsible for refunding the buyer, we won't remove negative and neutral Feedback and it will count as a "case closed without seller resolution"
