Please read this policy carefully, because it governs how we resolve transaction disputes between buyers and sellers.
Introducing eBay Buyer Protection
eBay hosts the dispute resolution process when buyers claim to a seller that their item was not received or the item they received is different from what was described in the listing. The on-eBay resolution process is the primary avenue for settling disputed eBay transactions and is designed to:
Help buyers and sellers resolve disputes in fewer steps, and provide buyers with a more familiar ecommerce resolution experience.
Offer an option to contact eBay if buyers and sellers can't reach resolution themselves. We'll take a more active role in ensuring transaction problems are resolved.
Keep most of the same definitions and policies that PayPal uses to resolve "item not received" and "item not as described" disputes.
eBay Buyer Protection Policy
All purchases by eligible buyers that meet these conditions and do not fall within an exclusion or coverage limitation are covered by the eBay Buyer Protection Policy. Please note that the eBay Buyer Protection Policy applies only to the transaction; it is not a product warranty of any kind or a solution for buyers' remorse.
To take advantage of the eBay Buyer Protection Policy, buyers should first contact the seller and attempt to resolve the issue. If the buyer doesn't hear from the seller or can't resolve the issue with the seller, they can file a case under the eBay Buyer Protection Policy.
Conditions under which a case can be filed under the eBay Buyer Protection Policy
Buyers can file a case under the eBay Buyer Protection Policy when all of the following are true:
You purchased an item on eBay and submitted your payment to the seller within the last 45 days.
You used the Pay Now option, third-party checkout, or an eBay invoice to purchase the item.
You paid for the item in one lump payment (transactions involving multiple payments, such as a deposit followed by a final payment, are not covered).
The item is not excluded from the eBay Buyer Protection Policy (see Exclusions).
There is a good faith dispute between you and the seller regarding the item. A good faith dispute can include cases such as:
You did not receive the item within 3 days of the estimated delivery time provided on the transaction's Order details page (or 7 days after payment, if no estimated time was specified). We may lengthen this period where necessary, for example based on the type of shipping provided or the buyer's location.
You received an item that was different from the one described in the listing (for example, you purchased a book, but received a hat).
You received an item that was broken or did not work as described in the item description.
A good faith dispute does not exist if you improperly claim that the seller has not fulfilled the transaction, if you claim you never received an item when in fact you did, or if you claim the item was different from the item description but the seller can prove otherwise. Moreover, a good faith dispute does not include buyer's remorse (that is, the item delivered was as described in the item description, but you no longer want the item regardless of the reason).
You have not initiated another form of resolution processing, including a credit card chargeback (if you paid by credit card) or a PayPal Buyer Protection claim (if you paid by PayPal).
Exclusions from eBay Buyer Protection
The eBay Buyer Protection Policy doesn't cover services and some kinds of goods; false, abusive or illegitimate claims, or purchases where you have been or may be compensated by a third party. The following purchases are excluded:
Items listed or that should be listed (under our listing policy) in these categories:
Buyer eligibility and other restrictions
Only buyers who have purchased items on the US eBay.com site are eligible for the eBay Buyer Protection Policy. Buyers who file a case through eBay Buyer Protection, but who did not purchase an item on the US eBay.com site, will be redirected to the existing resolution process for the site they used. Sellers will use the resolution process initiated by the buyer. Resolution responsibilities and protections are outlined on the site of registration.
Buyers who we believe are attempting to commit or committing fraud are governed by the "Abusing eBay" conditions of our User Agreement. Fraud in this case can include, but is not limited to, making claims that are not backed by a good faith dispute, making claims in addition to attempting to receive reimbursement from another source (e.g., a credit card chargeback), or any other means by which one can unjustly benefit from eBay Buyer Protection. Buyers who fall under the "Abusing eBay" conditions are subject to our remedies as described in the User Agreement. In addition, we reserve the right to temporarily, indefinitely, or permanently suspend your coverage under the eBay Buyer Protection Policy, immediately and without prior notice, if we suspect abuse, excessive claims, tampering, or interference with the proper working of eBay Buyer Protection.
Fraudulent charges not covered
Fraudulent charges to a credit card or a PayPal account are not covered by the eBay Buyer Protection Policy. If you notice any charge on your PayPal account that you did not authorize, report this in the PayPal Resolution Center. Fraudulent charges made through your credit card should be resolved with your credit card company.
Resolution of cases under the eBay Buyer Protection Policy
Buyers who have been unsuccessful in resolving a problem directly with a seller can contact eBay via the Resolution Center. We will review the case, run a fraud check, and confirm where necessary that the buyer has already attempted to work with their seller. If the buyer is in good standing and the case meets the requirements of this policy, we will review additional transaction information to determine if the case is ready for resolution. For example, we may review the messages sent between the buyer and seller through eBay's messaging system. Depending upon the nature of the case, resolution may not be proper at that time. For example, if the item is still in transit, we may ask the buyer to wait.
If the case is ready to be resolved, eBay will contact the seller about the case. The seller will have 7 days to reach a resolution with the buyer. If the case is based on an "item not received" claim, then a resolution would include:
Responding to the case by providing proof of delivery (for items valued over $250, we also require signature confirmation)
Coming to an agreement with the buyer to send the item or a replacement item
or
If the case is based on an "item not as described" case, the resolution would include:
Responding to the case by providing proof to eBay that the item was described properly (for example, providing documentation that supports "original," "first edition," or similar claims)
Agreeing to send a replacement item after the buyer returns the original, if this is what the buyer would prefer
or
After 7 days, eBay will check with the buyer to see if they are satisfied. If the buyer is satisfied, the case is closed. If we don't hear back from the buyer within an appropriate time, we won't refund them or hold the seller accountable for the transaction. If the buyer is still working with the seller, we'll check back in another week.
If the buyer informs eBay that no resolution has been reached, eBay will review the case. If we find "item not received" cases in the buyer's favor, eBay will refund the cost of the item and original shipping to the buyer. If we resolve "item not as described" cases in the buyer's favor, we will in most circumstances ask the buyer to return the item to the seller (which may be at the buyer's expense). Once the item has been returned to the seller, eBay will refund the cost of the item and original shipping to the buyer.
Refunds will be made with a PayPal credit. Buyers with an active PayPal account will simply log in to PayPal to claim the refund. Buyers without a PayPal account will be asked to create one with their eBay registered email address to claim the refund. Full details on PayPal accounts can be found in the PayPal User Agreement. If in the unlikely event we are unable to send refunds to a PayPal account, we may provide refunds in another form, including a voucher redeemable for purchases on eBay. Refunds will not be made in any other manner.
We understand that there will be times where both buyer and seller may be right. In those cases, eBay may—in its sole discretion—opt to reimburse the buyer without any impact on the seller.
How sellers are protected from losing a claim
For "item not received" claims sellers are protected from losing a claim if they provide evidence of proof of delivery to eBay. Proof of delivery is tracking information from a shipping company that clearly displays:
the delivery status of the item as "delivered"
the date of delivery (which reflects the seller shipped within stated handling time)
the recipient's address, displaying at least the city/state or ZIP code (or the equivalent) of the address listed in either the eBay Order details page or the PayPal Transaction Details page
and
for items $250 USD (or local currency equivalent) or more, proof of the recipient's signature to confirm delivery is required
For "item not as described" 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 favor when the seller provides documentation of any of the following situations:
the buyer complains that the item is used, not new, and the listing clearly describes the item as used
a defect in the item was correctly described by the seller
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
the item has minor scratches and was listed as used condition.
For eligible claims filed on PayPal, sellers are protected from a losing a claim by PayPal Seller Protection.
Appeals
If a case is closed in the buyer's favor, a seller may appeal the decision by providing the appropriate documentation via the eBay Resolution Center. If the decision is reversed, the seller will be refunded the reimbursement amount back to the original reimbursement method.
Reimbursements from Sellers
We require eBay sellers to comply with our resolution process. Sellers permit us to make a final decision, in our sole discretion, on any claim that a buyer files with eBay under the eBay Buyer Protection Policy. If we resolve a dispute in the buyer's favor, we will refund the buyer for the cost of the item and the original shipping, and we will require the seller to reimburse us for the refund. Without limiting the foregoing, sellers may not have to pay a reimbursement for an eBay claim if they provide the documentation (for example, Delivery Confirmation or proof that the item was as described) indicated in the section above. Other requirements for reimbursements from sellers:
Sellers must have a reimbursement method on file with eBay.
For transactions paid with PayPal, sellers agree to allow us to remove funds from their PayPal accounts to reimburse buyers. Sellers may change this reimbursement method by contacting eBay.
Where there are insufficient funds in PayPal accounts, transactions are not paid with PayPal, or where PayPal is not the reimbursement method of a seller, we will require another reimbursement method.
For future claims where the seller is found at fault, we will notify the seller and continue to charge the sellers preferred method for any reimbursements made under the eBay Buyer Protection Policy. Changing a reimbursement method will not affect eBay's use of a payment method on file for other purposes (such as payment of your eBay fees). If sellers do not provide eBay with a valid reimbursement method, we may collect amounts owed using other collection mechanisms, including retaining collection agencies. We may also suspend or restrict sellers from trading on our sites until payment is made.
Relationship between eBay Buyer Protection and other resolution methods (PayPal Buyer Protection, and credit card/debit card chargebacks)
The eBay resolution process is the primary avenue for settling issues with on-eBay transactions. However, buyers will still have the option to continue with the PayPal system instead, or to file a chargeback if they paid using a credit card. Once a buyer selects a system, eBay, PayPal, or chargeback, they are required to use that system for the duration of the case.
Here are the basic principles behind how eBay manages dispute resolution between eBay, PayPal, and chargebacks:
eBay Buyer Protection is the primary program for settling issues with eBay transactions
No double consequences for sellers, and no double refunds for buyers
Chargebacks override all other disputes
PayPal Buyer Protection
Buyers who make a purchase on eBay.com using PayPal may still file a dispute using PayPal Buyer Protection. If a buyer chooses to resolve the dispute through PayPal, then the eBay Buyer Protection Policy will not apply (instead, PayPal Buyer Protection will apply). If resolution on a case is reached by eBay, then PayPal will close future claims regarding the same transaction that are made through PayPal Buyer Protection.
Chargebacks
Chargebacks filed on an eBay transaction will close all claims filed with eBay or PayPal.
A seller found at fault for an eBay Buyer Protection claim, who provides reimbursement to a buyer then loses a chargeback, may appeal the eBay Buyer Protection decision by providing evidence of the lost chargeback through the eBay Resolution Center. If the appeal is granted, the seller will be refunded the reimbursement amount back to the original reimbursement method.
Buyers who file a chargeback after receiving a refund are abusing eBay Buyer Protection and maybe subject to consequences outlined in our abusing eBay policy.
What happens if a buyer believes an item is counterfeit?
Items that are suspected of being counterfeit are covered by the eBay Buyer Protection Policy, subject to these additional terms:
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, sellers agree that the buyer may return the item, and buyers agree to return the item to the seller (except as outlined below). 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 cases, 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 cases, 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.
Additional information: Links to find out more
Buyer FAQs about eBay Buyer Protection
Seller FAQs about eBay Buyer Protection
Selling practices policy
Must use Buy It Now and PayPal.
