Seller protections

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

• We may subsidize the return shipping label cost up to $6.00 per return. It can 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.

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
  See our guidelines on how much you can deduct.

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. Keep in mind that you're not eligible for fee credits when you deduct from the buyer's refund for a return that was used, altered or damaged, and you'll no longer see this option if eBay steps in to help with the return.

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.

Learn more about refunding the buyer.

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
  • 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
  See our guidelines on how much you can deduct.

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. Keep in mind that you're not eligible for fee credits when you deduct from the buyer's refund for a return that was used, altered or damaged, and you'll no longer see this option if eBay steps in to help with the return.

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.

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 we'll 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, we'll remove any related feedback and canceled 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 canceled 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 shipped 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 shipped it late

If there is no tracking or the carrier didn't scan the shipment, it won't 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 us that you met your delivery or handling time expectations.

eBay International Shipping

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, we'll 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 we determine 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 our Seller Center page about eBay International Shipping - opens in new window or tab.

International carrier issues

We adjust your late shipment rate and remove negative or neutral feedback when you ship internationally and the shipment receives a domestic carrier scan within your handling time.

We automatically adjust your late shipment rate and remove canceled transaction defects when:

• Your shipment was impacted by delivery delays caused by widespread or severe weather or other carrier-caused events
• The shipment receives a carrier scan within your handling time, even if the item arrives 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.

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
• 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.

eBay Top Rated Seller grace period

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 we close an eBay Money Back Guarantee case or appeal after having determined that you've met your obligations to the buyer, we will remove any related negative or neutral feedback and defects.

If a buyer reports that an item hasn't arrived

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.

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.

If a buyer doesn't ship a return

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 that transaction once the case is automatically closed.

Duplicate claims

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:

• 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

When a buyer opens a return for a vehicle part or accessory covered by eBay Guaranteed 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.