We recommend using eBay’s appeal process, where available, before initiating mediation or out-of-court dispute resolution proceedings, as this may speed up resolution of your issue.
When is mediation possible and where?
Mediation proceedings are available for every business seller with a place of business in the European Union, for issues or actions undertaken by eBay, which have an impact on the seller (e.g. removal of a listing, account suspension, restriction of selling activity, etc.).
The details on mediation proceedings are provided by Regulation (EU) 2019/1150.
Disputes may be referred by either party to the Centre for Effective Dispute Resolution (CEDR), where CEDR will nominate a mediator.
We kindly ask that you submit your request for initiation of a mediation proceeding with either of the mediation service providers named above.
Please be aware that the mediation service providers will only process your request for initiation of a mediation proceeding in relation to disputes. They do not respond to general inquiries. Further, please note that mediation services providers may have further terms and conditions for initiating and performing mediation proceedings.
When is out-of-court dispute resolution possible and where?
Out-of-court dispute resolution proceedings serve the purpose of settling disputes concerning decisions and actions taken by eBay in relation to content moderation on the basis of § 10 of the eBay User Agreement (e.g. removal of a listing due to the listing containing illegal content, rejection of a report concerning such a listing, etc.). The process is available for the users directly impacted by such decisions and/or actions.
The details on out-of-court dispute resolution proceedings are provided by Regulation (EU) 2022/2065.
Out-of-court dispute resolution proceedings must be requested with a certified out-of-court dispute resolution body. These bodies will be certified by the EU Member States’ Digital Services Coordinators. The European Commission will list all certified bodies on a new website and will keep this list continuously updated. eBay will update the information on this page after the bodies have been certified and the list of certified bodies has been published by the EU Commission.
In which cases does eBay not participate in mediation or out-of-court dispute resolution proceedings?
eBay reserves the right to refuse to participate in mediation or out-of-court dispute resolution proceedings, under certain circumstances. This will regularly be the case, if:
- A dispute regarding the same content and same grounds has already been resolved
- The user did not call on the certified body within six months after being informed about the action at issue, and did not file an appeal within this period either; or
- The user is subject to a suspension for having frequently submitted notices or complaints pursuant to § 19 of the eBay User Agreement