Seller protections

If the report qualifies:

• We may subsidize the return shipping label cost up to $8.00 per return for any false claim filed by a buyer that an item was not as described
  • The subsidy will be credited on your monthly invoice
  • For transactions to be eligible you must report the buyer - opens in new window or tab
  • Credits will be applied where we determine the buyer made a false claim
• We will also automatically remove negative and neutral feedback, defects, and open cases in service metrics

• You can deduct up to 50% from the refund to recover the lost value of the item
• We will work directly with the buyer to resolve any issues associated with the item being returned, including removing any negative and neutral feedback, defects, and open cases in service metrics

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. Learn more about refunding the buyer.

Sellers who offer free returns and who are not Below Standard are eligible for this protection

• You can deduct up to 50% from the refund to recover the lost value of the item
• We will take care of any issues directly with the buyer for you, including removing any negative and neutral feedback, defects, and open cases in service metrics

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. 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 will remove any feedback and cancelled order defects
• If the buyer doesn't pay and you cancel the order, we will remove feedback and cancelled order defects, and you'll receive credit for any applicable fees
• 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 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 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.

International carrier issues

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 and remove canceled transaction defects 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 handling time, even if the item arrives late
• We instruct you to hold a shipment or cancel the transaction

You can also request removal of related neutral or negative feedback.

Fair performance evaluation

To measure your overall performance accurately, we look at your performance as a whole.

• The transaction defect rate won't count in your seller performance status until you have transactions with defects from at least 4 different buyers within your evaluation period
• 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
• Keep in mind that buyers don't see your defect rate

Learn more about seller performance.

If we close an eBay Money Back Guarantee case or appeal request in your favor, we will remove feedback and defects related to that transaction.

If a buyer reports that an item hasn't been received

If you ship an item within your stated handling time, and you upload tracking information before the estimated delivery date from one of eBay's integrated shipping carriers that shows evidence of successful delivery, you're protected.

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, you are protected from negative and 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 active, we will protect you by removing any negative or neutral feedback left on that transaction once the case is automatically closed.

Duplicate claims

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 chargeback, any open eBay Money Back Guarantee request, open order cancelation, or open return request for the same transaction are immediately closed
• If a buyer files a PayPal Purchase Protection case, the buyer can't open an eBay Money Back Guarantee request for the same transaction