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Seller protection

Sell with confidence

When you sell on eBay, you’re protected by policies, transaction monitoring, and data systems that make eBay a safe and vibrant community.

You can sell with confidence because eBay's dedicated seller protection team works around the clock.

eBay uses world-class technology to prevent problems before they start: large-scale, automated detection systems are monitoring millions of transactions every day. So you can focus on your business.

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Protections for all sellers

If eBay finds a buyer's behavior is abusive, it will take action on the buyer and remove negative and neutral feedback and defects, including opened cases in service metrics. In serious cases or repeated abusive behavior, eBay may suspend the buyer's account.

Example situations:

  • An item is returned after it was used or damaged by the buyer
  • A buyer retracted their bid or didn't pay
  • A buyer demanded something not offered in the original listing

You can assist eBay and Report a buyer clearly describing what they are doing. This will help eBay investigate potential policy violations and take actions to protect you and the whole eBay community.

Learn more about abusive buying activity

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Most transactions on eBay are covered by seller protections. However, please note that protection may not apply:

  • To some types of items and listings
  • If you do anything from the list of prohibited actions
  • If eBay steps in to help with a return or item not received request

Learn more about eligibility for protections

All the ways you’re covered when you sell on eBay

How to set buyer requirements or block individual buyers

Issues with your orders

What to do when you’ve done everything properly, but the buyer, for example, didn’t receive the item and has opened a request? Learn how to handle situations like this, how to resolve them correctly and how to avoid such situations in future.

Seller protections

1.

First of all, keep an eye out for messages from your buyers and respond promptly. This is the best way to try to resolve any issues before they become official cases.

2.

The issue hasn't been solved? Your buyer can open a request — that is, officially notify eBay about the problem. The buyer can open a request if:

  • The item hasn’t arrived
  • The item arrived, but it is not as described (or faulty, damaged, missing parts or pieces)

3.

Once a request has been opened, you have 3 business days to resolve the issue. Depending on the circumstances of the request, you can:

  • Provide tracking, if you haven’t done so already
  • Refund the buyer the full amount including the original shipping costs
  • Send a message to the buyer If you’d like to speak directly, i.e. to offer a replacement

4.

If you can’t resolve the buyer’s issue, or disagree with their reasons for opening a request, the request may become a dispute. You can ask eBay to help if necessary, and buyers can also ask eBay to help if they are not satisfied with the resolution offered.

You don't have to ask eBay to step in immediately after the 3 business days though – if you're still working things through with the buyer, you generally have up to 21 business days.

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Note that If eBay steps in to help, you will no longer be able to issue a refund.

To open a dispute, you can choose the Requests and disputes section In Seller Hub or find the order in My eBay Sold and select View request details.

5.

Then eBay will review the details, and aim to resolve it in the fairest way possible. You and the buyer can expect to receive a resolution within 48 hours.

6.

If eBay determines that you are responsible for providing a refund to the buyer, it will issue the refund and then seek reimbursement from you.

Please note that you will not receive fee credits, and the case will be counted as “closed without seller resolution”, which can affect your seller performance level.

7.

If you disagree with the resolution, you can appeal by providing new information within 30 calendar days of the case being closed.

How to handle Item not received issues

How to appeal a defect

How to ask eBay to step in and help

How to appeal case outcome

Best practices to avoid issues with buyers

The best way to win a dispute is not to start one! There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers’ purchases.

Best practices to avoid issues with buyers

Payment disputes

If your buyer is unhappy with the order, they may open a dispute with their payment institution (PayPal, credit card provider, etc). For example, the buyer changed their mind or didn't receive their item — and initiates a chargeback.

In this case, the payment institution will handle the process with the buyer and make the final decision regarding the refund. Depending on the circumstances, you may need to cover the cost of the refund and/or pay a dispute fee.

Important nuances:

  • Buyers cannot use more than one resolution method to get a refund. If a buyer opens a dispute, an open order cancellation, or reports that an item hasn't arrived, any return requests or eBay Money Back Guarantee cases for the same transaction are immediately closed
  • When a dispute is opened, you'll receive a notification from eBay. You must respond to the dispute within 5 calendar days of receiving the notification.

How to handle payment disputes

Payment dispute seller protections

Feedback

Feedback system is a way for both sellers and buyers to share their experience with other members of the community and build trust between buyers and sellers.

For you, this is a great opportunity to gain a competitive advantage by tracking their service and strengthening their reputation on the marketplace.

Feedback profiles

Frequently asked questions

How do I appeal a case?

If a case is closed in the buyer’s favor, you can appeal the decision by providing the appropriate documentation — including any new information or communication between you and the buyer within 30 days from the day the case is closed. If the decision is reversed, your final value fee will be refunded. Additionally, any defects for the transaction will be automatically removed.

You can appeal cases that were “closed without seller resolution” from the transaction defect report in your Seller Dashboard. Learn more

I sold an item but the buyer hasn’t paid. What should I do?

If you haven’t been paid for an item you sold, start by communicating directly with the buyer via Messages in My eBay. This will provide a documentation trail in case the issue is ever escalated to eBay.

If you can’t work things out with the buyer, you can cancel the transaction. Learn more

When should I ask eBay to help after the sale?

Always try to work out all issues with your buyer. If you cannot resolve the issue, ask eBay to step in and help. If eBay finds on behalf of the buyer, you could receive a defect. Learn more

How will I know what to do to comply with a policy?

If eBay flags a potential policy issue, it will notify you through email and My eBay messages of the activity that isn’t following the policy and the steps you will need to take to comply with the policy. eBay understands that inadvertent mistakes can happen. And if they do, it  will help you fix them.