The eBay community expects honest, transparent feedback. eBay allows buyers to share their experiences with the community but will remove harmful or irrelevant comments and images.
What is the policy?
This eBay’s policy is to ensure that feedback is meaningful for both buyers and sellers. eBay does not allow feedback that is harmful, inappropriate or irrelevant as this reduces trust between buyers and sellers, and undermines the feedback system. You’ll find more detail below on situations in which eBay removes feedback. In each case, eBay makes sure there is factual evidence to support removal.
While eBay’s committed to protecting sellers’ businesses, it’s worth remembering that buyers do not expect to see 100% positive feedback and that eBay is not in a position to contradict buyers’ opinions or judgment of items. eBay recommends that sellers reply to negative or neutral feedback with a thoughtful, well-written response that demonstrates how much you care about your buyer’s experience.
How does eBay remove feedback?
eBay uses automation to proactively remove feedback that goes against the policy but in cases that are not clear-cut, eBay carries out a manual review. You can request removal through Seller Help, at which point a team member will review it. Depending on the situation, eBay may remove the comment, ratings and/or images.
If your feedback qualifies for removal, you will be notified via email and the feedback will be removed from your account within 24 hours. If it cannot be removed, eBay will provide clarification as to how it doesn’t violate our policy.
When does eBay remove feedback?
Harmful, inappropriate or irrelevant comments and images
eBay removes all feedback that contains any:
- Content promoting hatred, violence or discrimination
- Profane, obscene, adult, illegal, or explicit content
- Opinions on any political, religious, or social issues
- Any implied or explicit threats or intimidation
- Personally identifiable information
- Links, URLs, or other content encouraging sales outside of eBay
- Infringement of third-party rights
- Meaningless content or images that aren’t of the item purchased
- Comments intended for a different item or seller
- Negative comments with positive ratings, or positive comments with negative ratings
- Personal attacks that could harm the reputation of the seller or their business and could not reasonably be viewed as constructive criticism
Any pictures left in feedback should accurately represent the item purchased and follow eBay’s policies, including the Images, videos and text policy, the Offensive materials policy, the Restricted adult items policy, and the Illegal explicit content policy.
See example
A seller received negative feedback from a buyer about a photo frame that said “Shirt was very poor quality”. Since this feedback was clearly left for the wrong item, it is removable.
Extortion and manipulation
eBay removes all feedback that:
- Is used as a means to extort another member
- Is used to manipulate feedback ratings (see our Feedback manipulation policy)
See example
A seller sold a camera, but along with payment they received an email from the buyer stating, “If you don't include an upgraded memory card and a case at no additional charge, I'll leave you negative feedback.” This is feedback extortion and as such the feedback is removable.
Buyer-related transaction issues
eBay removes neutral/negative feedback when it can see that:
- The buyer asked to cancel after placing their order
- The order was canceled due to an issue with the buyer’s address
- The order was canceled because the buyer didn’t pay
- The buyer is raising an issue that was correctly disclosed in the listing
- The buyer has been actioned under our Abusive buyer policy
- The buyer requested a change to an order after they’d paid (and their feedback relates to this)
See examples
A seller was asked by a buyer to send an item to an address that was different to the address provided in the order details. They didn’t agree, and the buyer left negative feedback saying “I meant to send this to my work address but the seller refused to change it”. This feedback was removed.
A seller sold a pre-loved dress and received negative feedback that said “There was a small stain on the inside of the dress, wish I’d known, grr!!” However, the item description clearly stated that there was a stain on the inside of the dress. On this basis, the feedback is unjustified and can be removed.
However, if the dress had been described as being in excellent condition, and the information about the stain had not been included in the listing, this feedback would not be removable. In such cases, eBay recommends replying to the buyer to show that you take their concerns seriously. An example of a good reply would be “I’m sorry to hear you weren’t happy with the dress, I love making my customers happy. Please open a return on eBay and we can arrange for a refund.”
Item delivery issues
eBay removes neutral/negative feedback when the buyer is referencing:
- A delivery issue where tracking shows eBay that the delivery or handling time expectations were met
- A delivery issue where a natural disaster or unexpected event caused a carrier delay
- A customs or tax issue outside the seller’s control that eBay could identify
See example
A seller sold a small car part to an international buyer, and the buyer left negative feedback that said “Import duties way too high”. Since the seller was not the cause of the issue with taxes, the feedback is removable.
Returns issues
eBay removes neutral/negative feedback when any of the following occurred and this is what the buyer is referencing:
- The item was returned used or damaged and the seller deducted an amount from the refund
- The seller declined a change-of-mind return request, as the listing didn’t offer returns
- The buyer changed their mind and was liable for the cost of an eBay return label
- The seller offers free returns, handled the return and issued a refund
See example
A seller listed an item and clearly indicated that they don’t accept returns. Their buyer gets the item, decides it wasn’t what they wanted and asked to return it. The seller declines because they are not obliged to accept change-of-mind returns and the buyer leaves negative feedback stating “Wouldn’t take the item back after I realized it wasn’t what I wanted”. Since the seller was clear about not accepting returns, the feedback is removable.
eBay site or program issues
eBay removes neutral/negative feedback when:
- The comment is about not being able to retract a bid
- The problem was caused by a technical issue on the eBay site that eBay could identify
- An eBay Money Back Guarantee [link to a new article on Export when published] case or payment dispute was closed with the seller having met their obligations to the buyer
- The item was shipped on-time with eBay International Shipping or the Global Shipping Program and there was a shipping-related issue
- The item was sold under eBay’s Authenticity Guarantee program, was shipped on-time and passed authentication
- The item was sold under eBay’s Guaranteed Fit program, the buyer requested a return because the item didn't fit their vehicle, and eBay can see that the seller met all their obligations to the buyer
See example
A seller sells an item via auction and after the winning bidder receives the item they leave negative feedback stating “I didn’t want this, I tried to cancel my bid and they wouldn’t let me. Guess I’m stuck with it.” Since the buyer’s complaint is about not being able to retract their bid, the feedback is removable.
Tip: If you think feedback goes against eBay’s policy, you can contact eBay through Seller Help within 90 days of the transaction to request removal.
eBay regularly reviews the policy to make sure it’s keeping up with industry standards and being fair to everyone in eBay’s community. The enforcement of the Feedback policy, which protects buyers and sellers, is dependent on both parties adhering to all other relevant eBay policies.
Activity on eBay is required to follow this policy, the eBay User Agreement and all applicable laws, as well as respect the rights of third parties. If it doesn’t, eBay may take action consistent with applicable laws and the eBay User Agreement, and may even be legally required to do so. Such actions may include, as an example only: Removing the listing or other content, issuing a warning, restricting activity or account suspension.
Why does eBay have this policy?
This policy helps protect the integrity of the eBay feedback system, and builds trust between buyers and sellers.