eBay Seller Protection FAQ FAQ for sellers
Details on Items Not Received claims
Details on Item Significantly Not as Described claims
Details on refunds and reversals
Other transaction issues
How are sellers protected from losing a claim?
For an item not received claim, if a seller provides a valid Proof of Delivery for the item, eBay is likely to decide in their favour.“Proof of Delivery” is online documentation from a postal company that includes all of the following:
A status of “delivered” (or equivalent) and the date of delivery. The recipient’s address, showing at least the city/county or postcode (or international equivalent). Signature Confirmation for transactions that total £150 or more.
For Significantly not as described (SNAD) claims, sellers may be protected from losing a claim if they provide clear documentation that the item was described properly. For example, claims may be resolved in the seller’s favour when the seller provides documentation that: the buyer complains that the item is used, not new, and the listing clearly describes the item as used, or a defect in the item was correctly described by the seller, or the item was properly described, but the buyer didn't want it after they received it, or the item was properly described but did not meet buyers' expectations, or the item has minor scratches and was listed as used condition.
Eventually, yes. However, we are introducing the new process gradually so that we can ensure it is working well for buyers and sellers. e
Buyers registered on eBay sites other than eBay.co.uk will continue to use the resolution system currently on their site of registration. We intend to introduce the new resolution process to all eBay sites over time. In the meantime, if you receive a claim from an international buyer, you will see the dispute resolution system of the buyer’s site, and so you will need to monitor both sets of emails from eBay about resolution issues, and the existing PayPal Resolution Centre.
How does the new eBay resolution process work?If a buyer has been unsuccessful in resolving a problem directly with you, they can contact eBay. An eBay Customer Support representative reviews the claim, runs a fraud check, and confirms that the buyer has already attempted to work with you. If the buyer is in good standing, the agent reviews additional transaction information, such as, item description, buyer and seller track record, seller location, payment, and postage details.
In some situations, we may tell the buyer to wait — if, for example, they haven’t allowed enough time for an item to arrive. Or, they may be informed that their claim doesn’t qualify. If the matter warrants further investigation, eBay will contact you. For item not received claims, you have ten days to arrange one of the following: come to an agreement with the buyer to send the item or a replacement item; contest the claim by providing proof of delivery. For items valued over £150, we also require signature confirmation.
For item significantly not as described claims, you have ten days to arrange one of the following: send a replacement item, if this is what the buyer would prefer (buyers are required to return the original item first); refund the buyer (buyers are required to return the original item first); or contest the claim by providing proof to eBay that the item was described properly (for example, the buyer is claiming that the item is used rather than new, and the listing clearly describes the item as used).
At the end of the 10-day period, eBay will check with the buyer to see if they are satisfied. If the buyer is satisfied, the claim is closed. If we don’t hear back from the buyer, we won’t refund them or hold you accountable for the transaction. If the buyer is not satisfied, eBay will review the claim. If we find in favour of the buyer, we will remove funds from the seller’s PayPal account to reimburse the buyer for the cost of the item and the original postage cost, in a way similar to how PayPal currently reverses transactions; or, where there are insufficient funds in the seller’s PayPal account or where PayPal is not the reimbursement method of the seller, directly refund the buyer for the cost of the item and the original postage cost, and, in this situation, when appropriate, require the seller to reimburse us for the refund according to the process described in Decision and reimbursement from sellers. Sellers must have a valid reimbursement method on file with eBay at all times
We understand that there will be times where both the buyer and the seller may be right. In those cases, eBay may absorb the cost to reimburse the buyer without any impact on you. The PayPal dispute resolution system will continue to exist. However, the new eBay resolution process is the primary channel for eBay members to resolve transaction issues. Once a buyer selects a system — eBay or PayPal — they are required to use that system, and not both, for the duration of the claim. If eBay originally found in favour of the seller, in the even that a resolution claim is reviewed after a decision has been made (either by eBay or PayPal), sellers will not be asked to refund the buyer.
How are chargebacks managed?
eBay’s and PayPal’s Buyer Protection programmes are independent of credit card companies’ chargeback processes. In the event a buyer files a chargeback on a transaction with an open eBay or PayPal resolution claim, we will remove the resolution claim. This happens automatically for PayPal resolution claims. For eBay resolution claims, you need to tell us that a chargeback has been filed on that transaction.
How will eBay display new claim alerts? What about chargebacks?
At the end of 2009, we are launching an updated eBay Resolution Centre that supports simultaneous monitoring of claims from the eBay and PayPal systems. Alerts will be delivered to your email account, and will be visible in the eBay Resolution Centre, and in My eBay. Chargebacks for transactions originally paid for via PayPal will continue to be shown in the PayPal Resolution Centre.
What if eBay refunds my buyer, I repay eBay for the refund, and then I get a chargeback from the buyer?If the buyer’s original payment was through PayPal, we would dispute the charge on your behalf, as PayPal does currently.
If the buyer ended up with two refunds, we would repay you for the amount of the transaction. We will actively monitor buyers who frequently pursue more than one refund per transaction.
What happens if your item was Significantly Not As Described (SNAD)?eBay will review all available information about the transaction. You may also be asked to provide receipts, third party evaluations, police reports, or other documents related to the item. (See “I’m not sure if my item qualifies as Significantly Not As Described’” above.)
eBay usually requires the buyer to return the item to the seller, provide proof of delivery, and for the seller to accept it and refund the buyer. We require you to send the item back in the same packaging you received it in. In most cases, the buyer will pay for return postage. In some cases, eBay will pay.
What resolution experience do international buyers and sellers see?We are not introducing the new resolution system to all eBay country sites at once, so buyers registered on eBay sites other than eBay.co.uk will continue to use the resolution system currently on their site of registration. If you receive a claim from an international buyer, you will see the dispute resolution system of the buyer’s site, and so you will need to monitor both emails from eBay about resolution issues, and also the existing PayPal Resolution Centre.
If you do not resolve a claim you receive from an international buyer or reimburse us for any amount that we have paid to the international buyer, we reserve the right to restrict or prohibit your access to, and your activities on, our sites. Over time, we will launch the new resolution system on all eBay sites. How much time do buyers have to wait before filing an item not received claim?
Buyers can contact eBay customer support at any time with issues or questions. However, we may ask buyers to wait until a reasonable amount of time after payment has passed before pursuing a claim. In most cases, we will look at the total of:
The seller’s stated dispatch time Estimated transit time based on the postal service and the destination of the item Plus an extra cushion of three days in most cases, to accommodate postage variability
Where the seller offered overnight postage and the buyer selected it, we will require only one day of cushion. Where the seller did not specify a postal service, we will not accept item not received claims until after seven days from the payment date.
In the event of a national emergency or extreme weather conditions, we may at our discretion ask buyers to wait longer. What proof will eBay accept from me when buyers claim their item was not received?
We require proof of delivery. You will need online documentation from a postal company that includes all of the following:
A status of “delivered” (or equivalent) and the date of delivery. The recipient’s address, showing at least the city/county or postcode (or international equivalent). Signature Confirmation for transactions that total £150 or more.
For cross-border transactions we may also ask you for proof of shipment.We strongly encourage you to provide the postal service you use in your listings. Providing the dispatch time in your listings is mandatory, and is important to assess how we will deal with the buyer’s claim. We also encourage you to use trackable postage services that include delivery and, where required, signature confirmation, and upload the tracking information into My eBay. What if the item is still in transit when the buyer claims the item was not received?If tracking shows that the item was sent within your dispatch time window, but has not yet arrived, we may extend the delivery time window. We also may extend the amount of time buyers have to wait depending on circumstances — for example if the item was sent internationally. However you are responsible for delivering items all the way to the buyer, not just to the courier. So even if the item was dispatched promptly, if it doesn’t show up at the buyer’s address within the allotted time (subject to reasonable cushion time), then you are responsible, regardless of whether you provided delivery confirmationWhat if the item is stuck in customs because the buyer won't pay the import fees?Cross-border trade disputes will be evaluated on a case-by-case basis using all available transaction information. We will not accept claims filed by international buyers where the sole complaint is high customs duties. Sellers who sell internationally can also facilitate reviews of their claims they receive by specifying in their item description that international buyers are responsible for any customs, duties, etc. imposed by the buyer's home country.How does eBay review significantly not as described claims?We compare buyers’ claims that the item was not as described to what was stated in your listing. Accordingly, you should describe your items clearly and consistently. There should also be pictures clearly showing the condition of the item and any defects.
If you do not resolve the buyer’s complaint, depending on how the buyer’s complaint matches what was in the listing, we may: Tell the buyer that the item was described clearly, and dismiss the claim Accept the buyer claim and tell the buyer to return the item to you. Once the item is returned, we would refund the buyer and seek to recover the amount of the refund from you.
Examples of situations where we consider an item significantly not as described include: Buyer received a completely different item. Example: Purchased a book and received a DVD or an empty box. The condition of the item is wrong. Example: The listing said "new" and the item was used. The item was advertised as authentic but is not authentic. The item is missing major parts or features which were not disclosed in the listing. Item defective during first use: The first time the buyer tried to use the product, it didn't work (e.g. HDTV did not turn on). The item is a different version or edition than the item displayed in the listing. Three items were purchased from you, but only two were received. The item was damaged during postage.
Examples of situations where items are NOT considered significantly not as described: The defect in the item was correctly described. The item was properly described, but the buyer didn't want it after they received it. The item was properly described, but did not meet buyers' expectations.
Buyers can open a claim as soon as the item arrives.
Does the buyer have to return the original item? Who pays for return postage?The buyer must return the item to you to qualify for a refund. In most situations, the buyer will pay for return postage. In some situations, eBay will pay.
Here are the criteria for return postage: Buyers must return the item using trackable postage with delivery confirmation, or risk not qualifying for a refund if the item is lost in transit. If tracking or delivery confirmation is not provided by the buyer returning the item, and the item does not appear in a reasonable amount of time, then the seller is not obligated to refund the buyer.
Sellers and buyers must work together in good faith during the resolution process to satisfy buyer concerns that an item may not be authentic. For example, sellers should provide the buyer with appropriate documentation or other assurances, if such information is available. Where the seller is not able to satisfy the buyer’s concerns that the item is not authentic, buyers may be required to send the item back to the seller (where eBay elects to exercise its discretion). Costs of return shipping may be paid by the buyer or eBay, in our sole discretion, unless otherwise agreed upon by the buyer and seller. Due to the unresolved dispute regarding the authenticity of the item, sellers must not later list, advertise or offer for sale the item on any eBay site or service around the world (including our subsidiaries, joint ventures and other members of the eBay corporate family). Buyers are not obligated to provide third-party confirmation that an item is counterfeit to open a claim. However, in some situations, a buyer may have written confirmation that the item is counterfeit from a reliable third party (such as the manufacturer or law enforcement). In those situations, buyers agree to cooperate with eBay to ensure the proper disposal of the counterfeit item. For example, buyers may be asked to certify that the item has been destroyed or send the item to the rights owner or other appropriate third party for disposal. Any costs associated with this destruction or disposal may be paid by eBay, in our sole discretion. Covered claims that meet the conditions and are not excluded may count as criteria, infringement or a violation by the seller of our prohibited and infringing items policy. As a result, eBay may impose sanctions on the seller, up to and including suspension of the seller’s account.
How does eBay determine if an item is covered by eBay Buyer Protection, and what are the consequences?We evaluate whether a buyer’s claim is covered using the following criteria.For item not received claims: A buyer claims they did not receive the item, and you did not provide proof of delivery. For item significantly not as described claims: If we can determine based on information in the listing that the buyer’s complaint was clearly disclosed, then, we would not find in favour of the buyer. For example, if a buyer complains that the item was scratched, and the listing shows in pictures or clearly written text that the item is scratched. In situations where the listing does not clearly describe the flaw — for example, it’s not readily obvious in the text or pictures, or there is conflicting information such as a picture of a new item when the actual item is used — then we may find in favour of the buyer.
Consequences of finding in favour of a buyer in a transaction may include:Request from eBay to refund the buyer (after receiving the returned item in item significantly not as described claims) If you do not refund the buyer or successfully appeal, recovery of transaction funds Negative or neutral Feedback at the buyer's discretion
Sellers with repeated claims relative to total sales may be at risk of violating eBay's Seller Non-Performance policy. Consequences of violating this policy include:Reduced or eliminated PowerSeller fee discounts Loss of PowerSeller status Decreased visibility in search results Requirements regarding payment options and potential holds
How are reversals managed in the new eBay Resolution system?In the event eBay finds in favour of a buyer — and you haven’t already refunded the buyer — eBay will arrange for a refund of the cost of the item and postage to be sent to the buyer. eBay will then remove funds from your PayPal account to reimburse the buyer. If there are insufficient funds in your PayPal account or if PayPal is not your preferred reimbursement method, we will charge your alternative reimbursement method. For future claims where eBay has arranged for a refund of your buyer under the eBay Buyer Protection Policy, we will notify you and continue to charge your preferred reimbursement method. Sellers must have a valid reimbursement method on file with eBay at all times. What happens if I successfully appeal a claim?If your appeal is successful, the claim will be closed and will not be used for seller performance measurement purposes. In some situations, eBay may still refund the buyer at eBay's own expense. If eBay decides that you have complied with the eBay Buyer Protection policy in relation to a dispute — including successful appeals — your Buyer Satisfaction Rating, the measure used for eBay’s Seller Non-Performance policy, will not be impacted. I object to this resolution claim. What are the consequences for not repaying eBay for the amount of the transaction?You are required to pay eBay bills promptly. Failure to pay promptly (including , for example, where you don’t have a valid reimbursement method on file with eBay) may result in consequences including loss of selling fees for disputed transactions, loss of PowerSeller and/eBay Top-Rated Seller status and associated fee discounts, selling restriction, account suspension, and referral to a collection agency. What happens to eBay selling fees for disputed transactions?The final value fees paid to eBay as part of the original transaction will be refunded if you respond to a buyer's claim by providing the buyer with a full refund including the cost of the item and original postage (and accepting a return in the case of "item significantly not as described"). eBay fees will also be returned in counterfeit claims where a buyer and seller have not come to a resolution.Is there a time limit for a buyer to place a claim?Generally, buyers will have 45 days from payment to file a claim — the same as with the current PayPal dispute resolution system. What if the buyer never paid for the item? Can they still call eBay with a dispute?Buyers are welcome to contact eBay for any reason. However, eBay will not permit claims when the buyer has not paid you. Will my excellent buyer satisfaction rating be taken into account during this process?Yes. In addition to transaction and listing details, we will also consider whether the claim is an isolated complaint for an otherwise high-performing seller. Will the buyer be able to leave negative Feedback on a transaction if a seller successfully appeals a dispute?There is no link between eBay's resolution process and the Feedback system. As is the case today, buyers will be free to leave Feedback regardless of dispute resolution outcomes. All the current reasons for Feedback removal will still apply.What should I do to make this new process run smoothly?
Always send the item as soon as possible and, in any event, within 7 days of receiving payment. If you accept pre-orders or sell made-to-order goods, clearly specify the expected delivery time and send within that delivery time. Choose a postage service that provides delivery confirmation. If you are not using PayPal or eBay to print labels, upload item tracking information into My eBay. When an item has been posted, mark it as dispatched in My eBay. Write detailed listing descriptions with accurate item condition such as used, new or refurbished. Clearly describe any flaws. Include multiple pictures of an item in your listings, especially if there are flaws. Communicate with your buyers. Reply promptly to eBay’s requests for documentation and other information, including proof of delivery.
If eBay finds that a buyer is behaving fraudulently, we will remove the buyer from the site. We also monitor for abuse of return policies — for example, too many claims in a period of time. Buyers with more than expected return rates may be prevented from using the system. If we find buyers abusing the resolution system, we will block them from filing claims, and may impose other consequences, such as account restriction or suspension.What can I do to protect myself from buyer abuse?You should report buyers who are abusive, either by contacting eBay Customer Support or by following eBay's process for reporting inappropriate behaviour.
What else should I do to protect myself as a seller?eBay has taken steps to ensure you have clear options to resolve issues before and after communication between you and a buyer breaks down. The following processes are available to you as an eBay seller:When a winning bidder has not paid you for an item, we’ll be making it easier for you to open an unpaid item dispute by improving the process. Go to the Resolution Centre and select “I haven't received my payment yet” on the “Resolve a problem” form. Report a buyer abusing the Feedback system. Use the Contact Us link on any eBay Help page. Feedback is removed when a buyer doesn't respond to an unpaid item report. Provide the required documentation when buyers claim their item was not received. PayPal Seller Protection provides coverage in the event of payments made via PayPal which are subject to chargeback, reversals and claims made via the PayPal Resolution Centre. See eligibility.
You can report almost any issue you have with your buyer from the Resolving Problems page - it’s a great page to bookmark since it includes links to file unpaid item claims, Feedback abuse, Feedback extortion and any other buyer offense.
Cancellation of the transaction and taxPlease note that the resolution of a dispute through this programme does not change users’ obligations to maintain appropriate records for tax purposes demonstrating that a transaction has been cancelled. |  |
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