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Buyer protection requests and cases that impact seller performance
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 a priority, we ask sellers to meet our seller performance standards, including minimizing the number of eBay Money Back Guarantee requests and PayPal Purchase Protection cases that are opened and closed without seller resolution.
For the eBay Money Back Guarantee, when a buyer initially asks to return an item because it didn't match the listing description, or the buyer reports they didn't receive the item, we call the transaction issue at that point a 'request'. The request does count as a defect in the seller performance rating. If the buyer and seller can't resolve the problem, and the buyer or seller asks us to step in and help with the transaction, the request then becomes a 'case.' For PayPal Purchase Protection, the transaction issue is a 'case.'
This policy outlines some of the requirements that must be met for a buyer to open a return request, report an item as not being received, ask us to step in and help with a transaction issue, or a PayPal Purchase Protection case. This policy also provides an overview of requests and cases that count and don't count in your seller performance evaluation.
Buyer requirements for opening an eBay Money Back Guarantee request or PayPal Purchase Protection case
There are a number of systematic checks in place that may prevent an eBay Money Back Guarantee request or PayPal Purchase Protection case from being opened. If a buyer tries to request a return, report an item as not being received, or open a PayPal Purchase Protection case, but it doesn't pass our checks, a request or case won't be opened. We make sure that:
Requests and cases closed without seller resolution that may be removed
Opened eBay Money Back Guarantee requests and PayPal Purchase Protection cases generally result in a transaction defect. Cases closed without seller resolution count towards a seller's performance evaluation. Our seller performance standards provide detailed information on how cases affect seller status.
Cases in any of the following scenarios are automatically removed from your seller evaluation, don't count as transaction defects, and won't count towards the maximum percentage of cases closed without seller resolution:
If you're sure a case fits the requirements above, and wasn't removed from your seller performance evaluation, please contact us.
Requests and cases that won't be removed
We value sellers who provide excellent customer service. In general, return requests, reports of an item not being received, opened PayPal Purchase Protection cases, and cases closed without seller resolution won't be removed from your seller performance evaluation.
The transaction defect rate that results from the opening of requests and cases won't affect your seller status until you have transactions with defects involving at least 5 unique buyers, or at least 4 different buyers to impact Top Rated status, within your evaluation period.
Best practices to help avoid buyers opening requests and cases
Here are examples of best practices that may help prevent buyers from opening requests and cases:
For more tips, see our selling practices 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 don't open buyer protection requests and cases, and that any requests or cases that are opened aren't closed without seller resolution.
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