Seller protections

If the report qualifies:

• We will subsidize the return shipping label cost up to $6.00 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

If eBay steps in to help at any stage, you'll no longer be able to deduct an amount from the buyer's refund. 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

If eBay steps in to help at any stage, you'll no longer be able to deduct an amount from the buyer's refund. 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 canceled order defects
• If the buyer doesn't pay and you cancel the order, we will remove feedback and canceled 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 and remove feedback when:

• The carrier scan shows you shipped 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 shipped it late
• If there is no tracking or the carrier didn't scan the shipment, it will not count as a late shipment if the buyer doesn't indicate the shipment was late

Global Shipping Program

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:

• eBay Money Back Guarantee cases if:
  • A buyer reports an item hasn't arrived, or
  • A buyer reports an item was damaged during shipping
• Negative and neutral feedback when:
  • A buyer reports loss or damage and we determine you are not responsible
  • The feedback comment relates to a problem with shipping

For more details, read the complete seller policies for the Global Shipping Program - opens in new window or tab.

eBay International Shipping

When you use eBay International Shipping, you're responsible for getting packages safely to the US shipping hub. If an item is damaged at the hub, or if the buyer reports that an item was lost or damaged during international shipping, we'll work with the buyer to resolve the issue. You're protected from:

• eBay Money Back Guarantee cases and payment disputes if:
  • A buyer reports an item hasn't arrived, or
  • A buyer reports an item was damaged during shipping
• Negative and neutral feedback and/or defects when:
  • A buyer reports loss or damage and we determine you are not responsible
  • The feedback comment or defect relates to a problem with shipping, and tracking shows that you shipped the package to the US shipping hub on time

For more information, see our Seller Center page about eBay International Shipping - opens in new window or tab.

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

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.

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 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 have fewer than 100 transactions with US buyers over the most recent 12-month period
• You have less than $1,000 in sales with US buyers over the most recent 12-month period
• You've uploaded shipment tracking within your promised handling time for less than 95% (but not less than 90%) of transactions with US buyers in the last 3 months

You're only eligible for the Top Rated Seller grace period when:

• You otherwise have a Top Rated Seller performance rating; and
• You've been a Top Rated Seller for the last 3 (or more) consecutive months immediately preceding evaluation

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 eBay Money Back Guarantee case or appeal, 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 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 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.

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 or buyer protection claim for the same transaction with their payment provider, any open eBay Money Back Guarantee request, open order cancellation, or open return request for the same transaction are immediately closed

When a buyer opens a return for a vehicle part or accessory covered by eBay Guaranteed Fit - opens in new window or tab and selects the reason "Doesn't fit my vehicle", we'll protect you as follows:

• We'll cover the cost of an eBay return label. If the item doesn't qualify for an eBay return label, you'll be responsible for providing a way for the buyer to return the item
• We'll remove any open cases in service metrics, and any negative and neutral feedback related to the fit of the item

If you misuse the eBay Guaranteed Fit program, you may be subject to a range of actions, including loss of access to the program or other site features, ending of listings, and/or loss of seller protections.