Protection is valid for:
If you meet the criteria outlined above and your transaction has a defect, please, contact eBay Customer Service. If you meet all other requirements, eBay will remove a defect from your Seller's Performance Metrics.
eBay will also remove all negative or neutral seller feedback on these transactions, if there's no "Significantly Not As Described" (SNAD) claim.
The following defects will be removed from the Seller's Performance Metrics:
Please note that you have to upload tracking information as soon as the item is shipped to the buyer. In this situation, if your transaction gets a defect, you can provide eBay a reason to remove it. If a buyer claims that they did not receive an item, please contact them as soon as possible and try to resolve the conflict. If you refund money before the case was escalated to eBay, it won't affect your Seller's Performance Metrics.
However, it’s important that you deliver the best possible buyer experience. Please make sure you continue to deliver a great product aligned to your buyer’s expectations.
eBay realizes that flexibility in business operations is essential right now. We want to reassure you that you will not be penalized for being unable to carry out usual operations. We understand there may be situations where you can't get an item out of the door as quickly as usual or you have to unexpectedly cancel an order. So in supporting your needs, your Seller Performance Standards will not be negatively impacted during this period.
Your account will be protected from falling to Below Standard until August 19th.
Example: If you were Above Standard on July 20th and your performance over this period would have moved you to Below Standard, you will now automatically remain Above Standard.
That said, if your performance improves your status over any evaluation period, you will still move up as expected.
As always, it’s important that we deliver the best possible buyer experience. Please make sure you continue to deliver a great product aligned to your buyer’s expectations. If you’re not able to fulfill orders at any time, please let potential buyers know by putting your store in vacation mode.
We are committed to helping you navigate this constantly changing situation and please continue to check back on the export.ebay.com for further updates.
Stay safe, and thank you for selling on eBay.