Seller protections

If you accepted a buyer's return request but the item is returned in a different condition than it was originally sent:

• You can deduct up to 50% from the refund to recover the lost value of the item. See refund deduction guidelines
• If you deduct an amount from the buyer's refund:
  • We'll take care of any issues associated with the item being returned by working directly with the buyer and by removing any negative or neutral Feedback
  • If the buyer had requested the return because the item didn't match the listing, we won't count the return in your 'Item not as described' rate in service metrics

If we're asked to step in after you've issued the refund, it won't be counted as a case closed without seller resolution in your seller performance metrics. We'll keep the return open for up to 10 days while we work with the buyer to resolve their concerns, and you won't need to do anything else. Learn more about refunding the buyer.

If an item is returned with significant damage or the wrong item is returned, we may be able to help.

When you report the buyer - opens in new window or tab and we determine the buyer made a false claim:

• We'll help cover the return postage costs you paid by giving you a credit on your account*. This may take up to 60 days.
  • If you paid for an eBay return label, we'll credit the cost of the label
  • If you provided your own label, we'll credit up to AU $11.00 per transaction
• We'll automatically remove any negative or neutral Feedback left for the transaction
• The return won't be counted in your 'Not as described' rate in service metrics

*Up until 29 July 2024, we credited up to AU $9.00 per transaction for return postage.

Ensure you have completed the return and issued a refund to the buyer. You can also use the Report buyer option within the return request. If eBay steps in to help with the return at any stage, you will no longer be eligible for this protection.

• If a buyer retracts their bid and it disrupts your auction, you can choose to cancel the order and we'll remove any related negative or neutral Feedback and cancelled order defects
• If the buyer doesn't pay within the time allowed and you cancel the order, we'll remove negative and neutral Feedback and cancelled order defects

To prevent unpaid items, you can require immediate payment from buyers.

You never have to agree to any changes to the terms in your listing (for example, including additional items or giving a discount). If a buyer demands a change to what you originally offered, you can choose to cancel the order or you can complete the transaction under the original terms. We'll remove any related negative or neutral Feedback and cancelled order defects when we can see the buyer's demands in eBay Messages.

We automatically adjust your late shipment rate and remove related negative or neutral Feedback when:

• The carrier scan shows you sent the item within your handling time, even if it arrives late
• The carrier scan shows the item arrived by the latest estimated delivery date, even if you sent it late

If the buyer doesn't indicate the shipment was late, it won't count as a late shipment even if there is no tracking or the carrier didn't scan the shipment.

Customs and international carrier issues

If you're sending an item internationally and it receives an acceptance scan within your handling time, we'll adjust your late shipment rate and remove related negative or neutral Feedback.

We automatically adjust your late shipment rate, remove cancelled transaction defects and remove related negative and neutral Feedback when:

• Your shipment was affected by delivery delays caused by weather, a natural disaster or other disruptions to carrier services. These may be listed on eBay Announcements - opens in new window or tab
• The shipment receives a carrier scan within your handling time, even if the item arrives late
• The shipment receives a delivery scan within the estimated delivery date range, even if you sent it late
• We instruct you to hold a shipment or cancel the order

We may also extend expected delivery dates and/or remove 'Item not received' reports from service metrics when things happen that cause widespread delays, such as severe weather or carrier disruptions.

Items that display the Authenticity Guarantee badge in the listing are first sent to an authenticator who inspects the item prior to delivery to the buyer.

If the buyer reports that an item didn't arrive or didn't match the listing description after it passed authentication:

• We'll automatically remove the 'Item not received' or 'Not as described' return from your service metrics
• We'll automatically remove any negative or neutral Feedback left for the transaction

In most vehicle parts and accessories categories, sellers can add compatibility information (also known as 'fitment') to the listing.

For items listed within the Car & Truck Parts & Accessories category, if the seller has added this information and the buyer requests a return because the item doesn't fit their vehicle:

• We'll cover the cost of an eBay return label*
• We'll automatically remove the return from your 'Not as described' rate in service metrics
• We'll automatically remove any negative or neutral Feedback left for the transaction

*If the item isn't eligible for an eBay return label, the seller will be responsible for providing a way for the buyer to return the item. If you have set up the RMA number option in your Return preferences - opens in new window or tab, you can select an eBay label when responding to the return from your Returns dashboard - opens in new window or tab.

Buyers won't be able to report that an item doesn't fit their vehicle if:

• The item is listed in a category within Car & Truck Parts & Accessories, but that category does not have parts compatibility enabled - opens in new window or tab, or
• The item is listed in a different parts & accessories category (such as within Motorcycle Parts), or
• The seller had selected "Universal Fitment" in the Item specifics section

Fair performance evaluation

Our monthly seller performance evaluations are intended to look at your performance as fairly and accurately as possible. For example:

• We adjust the evaluation period according to how much you sell to make sure we're getting a fair sample
• We take into account how many different buyers are involved when determining whether any transaction issues will affect your account standing

For full details of how performance is evaluated, please read our Seller standards policy and Service metrics policy.

For transactions where eBay Money Back Guarantee applies, sellers are responsible for delivering the item that was described in the listing, honouring their stated return policy, and providing a resolution when a buyer reports a problem with an order. We'll protect sellers if they have met these obligations.

When a buyer reports that an item hasn't arrived

If you uploaded tracking information from an integrated carrier before the latest estimated delivery date and the tracking shows evidence of successful delivery:

• You won't be responsible for refunding the buyer

The following protection was added to this policy on 11 April 2023. It is being introduced gradually and will apply to all sellers from late 2024. Please visit eBay Announcements - opens in new window or tab for updates.

For orders up to $750, additional protections apply if you used a protected integrated carrier. If you uploaded tracking and there was at least one carrier scan before the latest estimated delivery date:

• We'll automatically respond to the buyer's report
• You won't be responsible for refunding the buyer

Sellers will be advised when a request is opened if it falls under this protection. Please note that you must upload the tracking details to the order before the latest estimated delivery date for this protection to apply.

When a buyer reports that an item isn't as described

If you offered free returns in your listing, and you accept the return and issue a refund:

• We'll automatically remove any negative or neutral Feedback left for the transaction

When a buyer doesn't send a return back

If we don't receive proof of shipment from your buyer while the return request is active and the request is then automatically closed:

• We'll automatically remove any negative or neutral Feedback left for the transaction

When eBay is asked to step in and help

If eBay steps in on an 'Item not received' request or return request and determines that you've met your obligations to the buyer:

• It won't be counted as a case closed without seller resolution

For more information about how eBay decides the outcome of a case, see our eBay Money Back Guarantee policy.

Duplicate claims

Buyers can't use more than one resolution method to get a refund. If the buyer files a chargeback or buyer protection claim with their payment provider:

• We'll close any open 'Item not received' request, return or order cancellation request for that transaction
• The buyer won't be able to open an eBay 'Item not received' or return request for that transaction