In this article
	Policy overview Buyer requirements for opening a case Cases that may be removed Cases that won't be removed Best practices to help avoid cases from being opened Why does eBay have this policy?

Policy overview

As a seller on eBay, it's important to remember that you're delivering more than items—you're also delivering service.

To keep customer service at the top of everyone's mind, we've asked sellers to meet our seller performance standards, including minimizing the number of eBay Buyer Protection and PayPal Buyer Protection cases that are opened by US buyers. A buyer protection case can be a strong indicator that something may have gone wrong with the transaction, or that buyer expectations were not met.

At the same time, we understand there may be some situations when a buyer protection case may have been opened and shouldn't count in a seller's performance evaluation.

This policy outlines some of the requirements that must be met for a buyer to open a case, as well as providing an overview of what cases count and don't count in your seller performance evaluation.

Buyer requirements for opening a case

There are a number of systematic checks in place that may prevent an eBay Buyer Protection or PayPal Buyer Protection case from being opened. If a buyer tries to open a case with you, but it doesn't pass our checks, a case won't be opened and would not be considered in your seller performance evaluation. We make sure that:

	The transaction is eligible for eBay Buyer Protection or PayPal Buyer Protection.
	The buyer has paid for the item.
	The buyer hasn't already received a full refund via PayPal.
	A case hasn't already been opened for the same transaction (this includes cases under eBay Buyer Protection, PayPal Buyer Protection, or Vehicle Purchase Protection).
	Based on delivery estimates, enough time has passed from payment to when a buyer should have received an item.

If a case passes the initial checks, but we later discover one of the above scenarios, the case won't be considered in your seller performance evaluation.

Cases that may be removed

Once a case is opened, it will usually be considered part of a seller's performance evaluation. A case will only be removed from consideration in rare situations. Both open cases and cases closed without seller resolution can affect a seller's performance evaluation. Our seller performance standards provide detailed information on how cases affect seller status.

Cases with any of the following scenarios will be automatically removed:

• Cases that have been escalated and closed in the seller's favor or no one is found at fault.

• Cases in which a seller issued a full refund before the case was escalated to eBay; and the seller is registered on eBay.com and meets performance standards; and there are no prior emails in eBay Messages discussing a problem with the item.

• Cases opened as a result of fraudulent activity.

• Cases in which the buyer is found abusing the eBay Buyer Protection program, or found to be opened by a competitor with the intention to negatively affect a seller's performance standing.

• Cases in which the buyer has been suspended for a severe policy violation.

Examples of cases where eBay may not count a case upon review:

• Cases opened for either an incorrect item or with the wrong seller. Occasionally a member will buy multiple similar items, and then open a case with the wrong seller for one of the items. The case can be removed once the buyer opens a case with the correct seller for the correct item.

• Cases opened by a buyer when an unpaid item case has already been closed in the seller's favor for the same item.

• Cases opened by a buyer when the seller was provided with the incorrect shipping address.

• Cases opened by a buyer in which there is evidence that the item has been held up in customs.

If you're sure a case fits the requirements above, and wasn't removed from your seller performance evaluation, please contact us.

Cases that won't be removed

In general, cases that don't meet the requirements above won't be removed from the seller's performance evaluation. eBay's goal is to promote sellers who deliver issue-free transactions and provide excellent customer service. 

Here are examples of cases that won't be considered for removal:

• Seller responds with shipping tracking after the case has been escalated to eBay.

• An item sells for $250 or more and is shipped without signature confirmation.

• An item arrives after the estimated delivery date in the listing.

• An appeal doesn't contain enough evidence to warrant removing the case.

Best practices to help avoid cases from being opened

Here are examples of best practices that may help cases from being opened:

• Proactively communicate with the buyer, letting them know how best to contact you if there are any questions, concerns, or problems.

• Send the buyer a message acknowledging when payment has been received, when the item is expected to be shipped, and confirmation once the item has been shipped.

• Upload tracking or delivery confirmation information as soon as it is available.

• Accept returns, while clearly outlining whether a restocking fee applies.

• Communicate professionally with the buyer at all times, from listing to sale to delivery.

For more tips, see our selling practices policy.