Improvements to our payment dispute process
eBay’s made it easier for sellers to provide more information when responding to payment disputes
- What you need to know
- Benefits to the improved experience
What you need to know
A payment dispute is when a buyer requests reimbursement for the amount paid for an eBay transaction directly from their payment institution (e.g., credit card company, PayPal, bank, etc.). To help sellers resolve these scenarios, we’ve improved the process of submitting information to challenge a payment dispute.
Benefits to the improved experience
After listening to sellers’ feedback, we’ve made the following improvements:
- Sellers now have the ability to add details and explain their reason for challenging a payment dispute by providing text up to 1000 characters.
- Sellers can now upload up to 5 separate files of information such as tracking details, shipping labels, messages, and photos. Previously only a single file could be uploaded, which required multiple files to be combined into one.
We’ll share the information you provide with the buyer’s payment institution to challenge the payment dispute. The information you submit may also improve your chances of qualifying for seller protections.
How much text can I enter when challenging a dispute?
You can add up to 1000 characters to help explain the reason you’re challenging a payment dispute.
How many files can I upload?
You can upload up to 5 separate files of supporting documentation such as proof of delivery/signature confirmation, shipping labels, messages, and photos. Because of file size limitations from payment institutions, the total size for all files must be 1.75 MB or less. We automatically compress your files to help you stay under the limit.
What will eBay do with this information?
We’ll submit the material you provide along with any relevant information already available on eBay to the buyer's payment institution to help defend the dispute. We may also use the information to determine whether the dispute is eligible for seller protections.
Will this additional information help me win the dispute?
Providing additional evidence may help demonstrate that the buyer isn’t entitled to reimbursement for the dispute. Learn more about handling payment disputes for information on what to include when you challenge a dispute.
Will providing additional information help me qualify for eBay Seller Protections?
How many days do I have to respond to a payment dispute?
What happens if I don’t respond and provide evidence?
In some cases, we may respond to a payment dispute on your behalf with the internal information we have related to the transaction.
Why is eBay requesting information that I’ve already provided?
We’d like to give you the opportunity to provide any additional relevant information that wasn’t previously shared. Additional supporting documentation or text may help the buyer’s payment institution make a decision on the payment dispute.
Reporting inappropriate messages
Keep eBay a safe marketplace by reporting messages to us that are offensive, scams, threatening, or unwanted
- What you need to know
- Report inappropriate messages or block members
What you need to know
To keep eBay a safe marketplace, you can now report inappropriate messages and/or block members directly from conversations. Preventing abusive behavior is one of our priorities and these security measures empower you to act on and report any message or block a member who may be violating our policies. Your reports are extremely valuable and when submitted, we’ll review them and take action on any inappropriate messages.
Report inappropriate messages and/or block members
We encourage you to report any inappropriate messages that may be violating our policies. You can also block a member from sending you messages. Here’s how:
- Select Report message from your message menu and indicate the category the inappropriate message applies to — offensive, scam, threatening, unwanted, or other, and provide details. See the FAQs below for more details depending on the platform you’re on
- Your report will be sent directly to us and we'll review it and take action if the member has violated our policies. The actions we may take include sending warnings, blocking members from sending further messages, or suspending the member’s account
- Select Block this member directly from your message menu to easily block that member from your conversation. This will prevent them from sending you messages, bidding, or buying your items. Block this member doesn’t report the buyer to eBay
What should I do when I receive a physical threat?
If you receive a physical threat, contact your local law enforcement authority immediately. You should still take action to report this type of message to us and block the member from contacting you further.
How do I report an inappropriate or abusive message to eBay?
You can report a message directly from your conversation. Click the menu button in the top right corner (the 3 dots) in the conversation on iOS or Android, or through the Action button of your inbox on your desktop. Once you report the message, you’ll be asked to provide the reason for your report.
What action does eBay take when a message is reported and what can happen to the member?
We take our members' reports very seriously. Once your report is received, we’ll internally review the individual messages you’ve submitted and decide what action to take on any member who has sent a message that violates our policies, including sending warnings, blocking members from being able to send further messages, and suspending the members' account.
Any activity that doesn't follow eBay policy could result in a range of actions including canceling listings, hiding or demoting all listings from search results, blocking some or all messages/communication with other members (including deleting, removing, or obfuscating all or part of any such communication), buying or selling restrictions, reporting to law enforcement, and account suspension. Learn more about our member-to-member contact policy. You don’t have to separately report this buyer to eBay.
How do I block a member from contacting me?
You can block a member directly from your conversation. Click on the menu button in the top right corner (the 3 dots) in the conversation on iOS or Android, or through the Action button of your inbox on your desktop. Select Block this member from the menu options and the member won’t be able to contact you further.
How do I unblock a member?
You can unblock a member by going to your Account Settings > Selling preferences > Block buyer list. Remove the member’s eBay username from this list.
Keep your listings compliant with EU and UK regulations
- What you need to know
- EPR in France
- EPR in Germany
- Items containing hazardous materials
What you need to know
Selling into countries like France and Germany means you have to meet their local regulations, which may have an impact on your business. We’ve created simple ways to help you navigate how to get, and stay, compliant with international regulations.
If you sell to buyers in France or Germany this article will outline how to stay on top of Extended Producer Responsibility (EPR) regulations. These regulations are part of a Europe-wide initiative that aims to protect the environment by improving waste management and stimulating innovation in recycling. We’ve created a new Help page that is your one stop shop for all things regulatory.
EPR in France
If you sell items in France, you’re now required to add certain information to your account and listings. In particular, you need to add your Unique Identification Number (UIN) to your account. You can do this on your Account Settings page, under Business Information.
Check your account and ensure your listings include the required information to stay visible on eBay.fr.
Learn more about EPR in France, including how to find your UIN, eligible categories, and what you need to do to stay compliant on our Help page.
EPR in Germany
Waste Electrical and Electronic Equipment (WEEE) regulations are EPR laws that apply to electronics and electrical goods sold to customers in Germany. The German Electrical and Electronic Equipment Act (ElektroG) regulates the environmentally responsible disposal of electrical equipment. If you manufacture or import items into Germany that are subject to these regulations, you’ll need to add your WEEE number to your Account Settings under Business Information when you offer an item for sale to Germany.
The German Packaging Act (VerpackG) regulates packaging materials for items sold to customers in Germany. If you’re selling items subject to these regulations, you’ll need to add your Lucid number to your Account Settings under Business Information when you offer an item for sale to Germany. If you’re shipping an item using eBay International Shipping, eBay will report and pay EPR packaging fees on your behalf so you’re not required to add a Lucid number.
You can find more information and examples of products that are affected in our article.
Items containing hazardous materials
If you’re selling certain items that contain hazardous materials to buyers in the EU or UK, you’re legally required to include the hazardous characteristics as a part of that listing. You can find this information on the item’s label or accompanying documentation.
You’ll need to add this information when you create or revise a listing for any item containing hazardous materials. Learn more about which items are impacted.
We’ve developed a quick and easy way for you to add the required information to your listings.
Our new item disclosure module will appear automatically when you’re listing in categories that are potentially impacted and will prompt you to add this information when creating your listing, if appropriate.
If you ship to the EU or UK via eBay International Shipping, eBay will determine whether your items are eligible based on the category you list in and won’t ship hazardous material through the program.
Does this apply to me if I’m using eBay International Shipping?
If you’re using eBay International Shipping to sell to Germany, eBay will manage the German EPR packaging obligations. If you want to sell electronics in Germany and/or to sell to France, you’ll still need to make your listings compliant with the country’s local regulations.
What is EPR in France?
Under the EPR regulations, manufacturers, importers, and eBay business sellers are responsible for the entire lifecycle of the products they sell. Visit the Help page to find out if the new legislation affects your eBay business.
What is EPR in Germany?
The German Packaging Act (VerpackG, German EPR Law) and the Electrical and Electronic Equipment Act (ElektroG, Elektrogesetz) affect business sellers whose items are offered to customers in Germany. Read our article to find out if the new legislation affects your eBay business.
What happens if I don't provide this information?
Items on ebay.fr and ebay.de that aren’t compliant could be blocked from listing or removed.
When will I see the new item disclosure module?
You’ll be able to see it when you list an item that potentially falls under specific regulations in certain countries. You can already use the module on ebay.de, and you’ll be able to use it on other eBay sites starting from mid-July.