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Disputes and seller protection

Item not received issues

What to do, for example, when you’ve done everything properly, but the buyer 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.

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Seller protection

eBay protects not only buyers but sellers as well. Find out what Seller protection is and what criteria the transactions should meet.


Setting buyer requirements or blocking a buyer

There may occasionally be buyers that make transactions more difficult, expensive, or simply unpleasant. eBay offers you a number of ways to exclude these buyers by setting buyer requirements or to block individual buyers with whom you don’t want to interact.

Handling payment disputes

Your buyer may open a dispute with their payment institution if they believe there's an issue with their order. Learn how to handle a payment dispute as an eBay seller.

Appeal a defect

A seller’s reputation on eBay is an important factor in building a successful business. For this reason, eBay always wants your seller performance ratings to properly reflect the service you provide to your buyers, and will adjust them in situations where you are found not at fault.

Payment dispute seller protections

If a buyer files a payment dispute, the seller may be eligible for payment dispute seller protection. eBay will collect information about the transaction and help the seller build evidence to defend the dispute.

How to appeal case outcome

If you don't agree with eBay’s resolution when it has stepped in to help resolve an issue, you can appeal by providing new information within 30 calendar days of the case being closed.

How to appeal case outcome