Automatic removal
We automatically remove defects and late shipments in a range of situations. Examples include late shipments caused by widespread weather events that we are aware of, eBay site issues that we know interrupted a transaction, or the late delivery of an item when tracking shows that you shipped it on time.
We use the data available to us to determine which defects and late shipments are eligible for our seller protections. Most automatic removals are completed within 72 hours, and you don't need to contact us.
Tip
Your Seller standards dashboard - opens in new window or tab provides details on any defects and late shipments you may have.
How to appeal
If a defect or late shipment you received has not been automatically removed and you feel the removal criteria listed below apply, you can request a review. As our automated removals can take up to 72 hours, we ask that you wait until this timeframe has passed before doing this. We’ll look at the information you provide and the circumstances surrounding the defect or late shipment to determine whether or not it can be removed. You need to make your request within 90 days of the transaction.
How to request a review:
- Go to Seller Help and select Request assistance
- Select Appeal a defect
- Choose the item you want us to review
- Tell us why, then select Send request
Removal criteria
We can review and remove defects and late shipments if certain criteria are met.
Cancellation defects
Defects resulting from seller cancellations can be reviewed and will be removed if:
- A buyer retracted their bid and it disrupted the auction
- A buyer requested something not offered in the original listing
Late shipments
Late shipments can be reviewed and will be removed if:
- Tracking was uploaded before the latest estimated delivery date and shows that the acceptance scan was within your stated handling time
- Tracking was uploaded before the latest estimated delivery date and shows that the item was delivered to the buyer’s address by this date. If the order’s total cost (total of item(s), shipping and any applicable tax) is $750 or more, signature confirmation is required
- In cases where there is an attempted delivery, we consider this "delivered" for the purposes of adjusting your late shipment rate
- An item sent through our eBay International Shipping or WINIT arrived on time to the processing center but was delayed in international shipping, or the buyer never received it
- The transaction was canceled by eBay or eBay International Shipping
- A buyer requested a change to their order, which resulted in a delay in sending the item
Cases closed without seller resolution
Because these are related to the outcome of an eBay Money Back Guarantee case, you won't be able to request a review of this type of defect.
If you can provide new information showing that you met your obligations to the buyer, you can appeal the case within 30 days of the case being closed. Learn more about appealing a case.
If your appeal is successful, both the case closed without seller resolution and the associated defect will be automatically removed, and your seller performance dashboard updated accordingly.