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Buyer protection cases that impact seller performance
In this article
In this article

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 Money Back Guarantee and PayPal Purchase Protection cases that are opened and closed without seller resolution.

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 cases that 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 Money Back Guarantee or PayPal Purchase 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. We make sure that:

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

Cases closed without seller resolution that may be removed

Opened cases will generally result in a transaction defect and cases closed without seller resolution will count towards a seller's performance evaluation. Our seller performance standards provide detailed information on how cases affect seller status.

Cases that were closed without seller resolution in any of the following scenarios will be automatically removed as transaction defects and will not count towards the maximum percentage of cases closed without seller resolution:

  • 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 refund before the case was escalated to eBay count as closed without seller resolution, and will still count as a defect.

  • Cases in which the buyer is found to be abusing the eBay Money Back Guarantee, or found to be opened by a competitor with the intention of negatively affecting a seller's performance standing.

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

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

eBay values sellers who provide excellent customer service. In general, cases closed without seller resolution and opened cases won't be removed from the seller's performance evaluation.

The defect rate won't affect your status until you have transactions with defects involving at least 8 different buyers, or at least 5 different buyers to impact Top Rated status, within your evaluation period.

Best practices to help avoid cases from being opened

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

  • 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.

Why does eBay have this policy?

We encourage buyers and sellers to try and work things out if there are problems with an item. By accurately describing items, shipping on time, and quickly addressing buyer concerns, sellers can help ensure that buyers do not open buyer protection cases and that any cases opened are not closed without seller resolution.

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