When you deliver on your service promises to create good buying experiences, we will protect you from abusive buying behavior and from events outside your control.
If eBay finds a buyer’s behavior is abusive, we will take action on the buyer and remove negative and neutral feedback and defects, including opened cases in service metrics.
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.
Your track record matters – coverage for Top Rated Sellers
Top Rated Sellers (TRS) who reside in the US or Canada and offer 30 day or longer returns are protected on items listed on eBay.com when:
If the report qualifies:
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.
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 behavior, 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 behavior that is not allowed.
Sellers who offer free returns and who are not Below Standard are eligible for this protection
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.
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 (e.g., adding additional items or discounts). If a 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 canceled transaction defects when we can see the buyer’s demands in eBay messages.
We automatically adjust your late shipment rate and remove feedback when:
When you use the Global Shipping Program, you’re responsible for getting packages safely to the US shipping center. If an item is damaged or lost after reaching the shipping center, we’ll work with the buyer to resolve the issue. You’re protected from:
For more details, read the complete seller policies for the Global Shipping Program – opens in new window or tab.
When you ship internationally using eBay International Shipping, you’re responsible for getting packages safely to the US shipping hub. If an item is damaged or lost after reaching the shipping hub, we’ll work with the buyer to resolve the issue. You’re protected from:
For more information, see our Seller Center page about eBay International Shipping – opens in new window or tab.
We adjust your late shipment rate and remove feedback when you ship internationally and the shipment receives a domestic carrier scan within your handling time.
We automatically adjust your late shipment rate, remove canceled transaction defects and remove feedback when:
To measure your overall performance accurately, we look at your performance as a whole.
Learn more about seller performance standards.
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’re only eligible for the Top Rated Seller grace period when:
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 determine that you are not responsible for an eMBG case or appeal, we will remove feedback and defects related to that transaction.
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’re protected.
If the buyer reports the item didn’t match the listing and requests a return, you are protected from negative and neutral feedback if you offer free returns, accept the return, and give a refund.
In cases where we don’t receive proof of shipment from your buyer while the return request is active, we will protect you by removing any negative or neutral feedback left on that transaction once the case is automatically closed.
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 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 feedback related to the transaction.
Learn more about seller protections for payment disputes.
See our Seller protections abuse policy for more information.
Most transactions on eBay are covered by seller protections. However, the following situations are not covered:
Learn more about eBay Money Back Guarantee.
Learn more about the Seller Performance and Feedback policy.
