Seller Protections
When you deliver on your service promises to
create great buying experiences, we’ll protect
you from abusive buyer behavior and from events
outside your control.
We provide protections when:
• An item arrives late that you shipped on time
• An item is returned after it was opened, used,
or damaged when you offer free returns
• You delivered on your service promises, but
you received feedback or a defect that was
not accurate
• A buyer changes their order or demands extras
Your track record matters. New
protections for Top Rated Sellers.
Starting October 1, 2019, we’re improving the way
we protect you from returns abuse.
How to qualify:
• Be a Top Rated Seller
• Offer 30-day returns
• Reside in the US
• List your item on ebay.com and you are
protected whether you ship the item to
a buyer in the US or internationally
New protections:
You can give a partial refund for items returned
opened, used or damaged.
• Recover the cost of the decreased value of
the item
• Give refunds based on the condition of the
item —you can deduct up to 50%
• We’ll remove feedback and defects and we’ll
take care of any remaining issues with the buyer
You’ll receive a credit for returns shipping cost when
the buyer falsely says the item is not as described.
• Report the buyer when you issue the refund
through the eBay returns flow
• You will receive a credit on your invoice for the
amount of the return shipping cost up to $6
• We will automatically remove any feedback,
defects, and open cases in service metrics
Key Takeaways
Complete the return and report the buyer.
• Remain courteous and professional
• Honor your service promises and accept the return
• Report abusive activity so we can take action to
protect you
Resources
ebay.com/sellerprotection
Seller Protections:
We Have Your Back.
FAQs
How does eBay protect me as a seller?
We’re here for you when things don’t go as planned
and we will protect you from:
Abusive buying activity:
• A buyer falsely claims an item was not as
described or wasn’t received
• A buyer returns an item after it was opened,
used, damaged or missing parts
• A buyer retracted their bid or didn’t pay
• A buyer changed their order, requested a
discount or something extra
• A buyer asked to take the sale off eBay
• A buyer sent threatening or abusive messaging
Events outside your control where:
• You receive a late shipment for an item that arrived
late, but tracking shows that you shipped it on time
• You receive a late shipment due to severe weather
or a carrier disruption
• The buyer files an item not received claim and
tracking shows on-time delivery
What are the new protections for Top
Rated Sellers?
Beginning October 1, 2019, we’ll be taking your track
record into account with new protections for Top
Rated Sellers, when a buyer falsely claims an item was
not as described or when an item has been returned
after it has been used or damaged.
How do I qualify for these new protections?
• Top Rated Sellers who reside in the US are eligible
for protections on items that offer 30 day or longer
returns and are listed on eBay.com.
• The protections apply whether you ship the item
to a buyer in the US or internationally.
I received a false claim — what should I do?
• Offer 30 day or longer returns to be protected
from item not as described claims on eligible
transactions.
• If a buyer makes a false claim, please accept the
return and report the buyer to us. You will receive
a return shipping label subsidy on your invoice.
We will also automatically remove any negative
and neutral feedback, defects, and open cases
in service metrics.
• Provide ship tracking to avoid item not as
described claims. When tracking shows on-time
item delivery, you are protected.
I received a return that was used and/or
damaged — what should I do?
• When you give a refund for an item that has been
returned after it has been used or damaged, you
can deduct up to 50% from the refund for the lost
value of the item. We will take care of any issues
with the buyer, including removing any negative
and neutral feedback, defects, and open cases in
service metrics.
I am not a Top Rated Seller — am I still protected?
• You must be a Top Rated Seller to qualify for these
enhanced protections. Visit ebay.com/toprated
to learn how to become a Top Rated Seller.
• All sellers are protected from abusive buying activity
when they report it to us and we take action on the
buyer for violating policy. This includes removing
feedback, defects or open claims from service
metrics left by the buyer.
• If you are not a Top Rated Seller, you can still qualify
for protections on items returned opened, used
or damaged when you offer free returns. You can
keep up to 50% from the refund to recover the lost
value of the item. We will take care of any issues
with the buyer, including removing any negative
and neutral feedback, defects, and open cases
in service metrics.
