Protections for all sellers
Abusive buying activity
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 behaviour, we may suspend the buyer's account.
If you experience abusive buying activity, please report the buyer - opens in new window or tab and clearly describe 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 behaviour that is not allowed.
A buyer retracted their bid or didn't pay
- If a buyer retracts their bid and it disrupts your auction, you can choose to cancel the transaction and we will remove any feedback and cancelled transaction defects
- If the buyer doesn't pay and you file and close an unpaid item request, we will remove feedback and cancelled transaction defects and you will be refunded the final value fee
- 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 (e.g., adding additional items or discounts). If the 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 cancelled transaction 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 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
Customs and international carrier issues
We adjust your late delivery rate and remove feedback when you ship 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 feedback when:
- Your shipment was impacted by delivery delays caused by weather or other carrier-caused events listed on the announcement board - opens in new window or tab
- The shipment receives a carrier scan within your dispatch time, even if the item arrives late
- eBay or PayPal instructs you to hold a shipment or cancels the transaction
Protections for payment disputes
If a buyer files a payment dispute and the transaction is eligible under our Payment dispute seller protections, we'll cover the amount of the dispute and remove feedback related to the transaction.
Learn more about seller protections for payment disputes.
Eligibility for protections
If you do any of the following you are not eligible for any seller protections:
- Operate with a false identity
- Not 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
- Misuse the protection, such as excessively reporting false 'Item not as described' requests
Transactions not eligible for protections
Most transactions on eBay are covered by seller protections. However, the following situations are not covered:
- Items that violate eBay's prohibited and restricted items policies
- Items in categories excluded from eBay Money Back Guarantee. Some examples include vehicles, Real Estate, Business & Websites for Sale, Classified Ads, Services, Digital Content, Intangible Goods, and some Business Equipment categories
Learn more about eBay Money Back Guarantee.
Learn more about the Seller performance and defect removal policy.