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Seller protection policy
How you're protected
. eBay protects you from many events outside your control and is here for you when things don't go as planned.
This policy outlines the protections eBay gives you if:
An item arrives late that you shipped on time
We automatically adjust your late shipment rate, and remove feedback when:
There are carrier disruptions, bugs, or severe weather
We automatically adjust your late shipment rate, remove cancelled transaction defects, and remove feedback when:
A returned item has been opened, used, or damaged
When you offer free returns and accept the return:
A buyer retracts their bid or doesn't pay
A buyer changes their order or requests something extra
A buyer has an unusual rate of complaints or returns
Your Seller Performance Standards are impacted
Fair performance evaluation
To measure your overall performance accurately, we look at your performance as a whole. We also consider a buyer's pattern for opening cases, and protect you when necessary.
Transaction defect rate
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 2 evaluation cycles to get your transaction count, sales amount, and/or tracking requirements back to minimum program 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.
You ship within your handling time to an international buyer
Customs and international carrier issues
We adjust your late shipment rate and remove feedback if you ship internationally, and the shipment receives a domestic carrier scan within your handling time if:
You have eBay Money Back Guarantee requests
If a buyer reports that an item hasn't been received
If you ship your item within your stated handling time and provide tracking information to the buyer before you or the buyer asks us to step in and help with a request, you're protected.
Tracking information needs to include:
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.
Other resolution methods
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 you lose a chargeback after you reimburse eBay or the buyer, you can appeal the decision by providing evidence of the lost chargeback.
Keep in mind
Remember that even if the buyer doesn't ask us to step in and help with an item that wasn't received, the request may still count as a transaction defect if you cancelled the transaction because you were out of stock. Learn more about our seller performance standards.
Learn more about the eBay Money Back Guarantee.
Learn more about the Seller Performance and Feedback policy.
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