Seller protections (2024)

Sellers who are not Below Standard are eligible for this protection for listings that offer free returns.

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
• eBay will automatically remove any related negative or neutral feedback
• If the buyer had requested the return because the item didn't match the listing, eBay won't count the return in your "Item not as described" rate in service metrics

Make sure you report the buyer 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 eBay's asked to step in after you've issued the refund, it won't be counted as a case closed without seller resolution. eBay will keep the return open for up to 10 days while it works with the buyer to resolve their concerns, and you won't need to do anything else.

Learn more about refunding the buyer.

• If a buyer retracts their bid and it disrupts your auction, you can choose to cancel the order and eBay will remove any related negative or neutral feedback and canceled order defects
• If the buyer doesn't pay within the time allowed and you cancel the order, eBay will remove any related feedback and canceled order defects
• To prevent unpaid items, you can require immediate payment from buyers

eBay automatically adjusts your late shipment rate and negative or neutral feedback when:

• The carrier scan shows you shipped within your handling time, even if it arrives late
• The carrier scan shows the item arrived by the estimated delivery, even if you shipped 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 that the shipment was late

When you use eBay International Shipping, you're responsible for sending the item your buyer purchased safely to the US shipping hub. If an item is damaged at the hub, or if the buyer reports that an item was lost or damaged during international shipping, eBay will work with the buyer to resolve the issue. You're protected from:

eBay Money Back Guarantee cases and payment disputes if:

• A buyer reports an item hasn't arrived, or
• A buyer reports an item was damaged during shipping

Negative and neutral feedback and/or defects when:

• A buyer reports loss or damage and eBay determines you are not responsible
• The feedback comment or defect relates to a problem with shipping, and tracking shows that you shipped the package to the US shipping hub on time

For more information, see the article about eBay International Shipping.

eBay automatically adjusts your late shipment rate, removes canceled transaction defects and removes negative or neutral feedback when:

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

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

• eBay adjusts the evaluation period according to how much you sell to make sure eBay is getting a fair sample
• eBay takes into account how many different buyers are involved when determining whether any transaction issues will affect your account standing
• 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
• 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.

If you are a Top Rated Seller and fall below the sales and tracking requirements for Top Rated Seller status, you may qualify for the Top Rated Seller grace period. During the Top Rated Seller grace period you retain your Top Rated Seller status and benefits, and you have two evaluation cycles to get your transaction count, sales amount, and/or tracking requirements back to minimum requirements.

You're eligible for the grace period if you fall below Top Rated Seller standards due to any of the following:

• You have fewer than 100 transactions with US buyers over the most recent 12-month period
• You have less than $1,000 in sales with US buyers over the most recent 12-month period
• You've uploaded shipment tracking within your promised handling time for less than 95% (but not less than 90%) of transactions with US buyers in the last 3 months

You're only eligible for the Top Rated Seller grace period when:

• You otherwise have a Top Rated Seller performance rating; and
• You've been a Top Rated Seller for the last 3 (or more) consecutive months immediately preceding evaluation

If you don't meet sales and tracking requirements and performance standards after the grace period ends, you will lose your Top Rated Seller status and benefits.

Learn more about becoming a Top Rated Seller.

If you ship an item within your stated handling time, and you upload tracking before the estimated delivery date from one of eBay's integrated shipping carriers that shows evidence of successful delivery, you won't be responsible for refunding the buyer.

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

• eBay will 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