When eBay may remove or adjust Feedback
There are some situations when eBay might remove or adjust Feedback ratings or comments.
If you're a buyer and you want to change negative or neutral Feedback you left for a seller, you can't do it yourself. Instead, the seller must request it. Please direct the seller to our page on requesting Feedback revisions from buyers. The seller may then be able to request a Feedback revision from you.
What are the guidelines?
eBay may remove or adjust Feedback ratings or comments if:
At the time the item ended or the Feedback was left, either member participating in the transaction was unable to form a legally binding contract.
A buyer mistakenly leaves negative or neutral Feedback for the wrong seller, informs eBay of the error, and has left the same Feedback for the intended seller.
A member is suspended by eBay for behavior that we've determined is malicious enough to warrant removing all the negative and neutral Feedback they've left for sellers. Note: If a member is suspended within 90 days of registration, all Feedback left by that member is removed.
eBay is provided with a valid court order requesting Feedback removal.
We know or have reason to believe that a buyer hasn't paid for an item
A buyer's communication within the Resolution Center undermines the purpose of the unpaid item process and the eBay Feedback system. For example, if a buyer responds to an unpaid item reminder with nonsense text simply to retain the ability to leave Feedback for a seller.
A buyer leaves Feedback on a transaction with an eBay Buyer Protection case decided in the seller's favor.
eBay determines at a later date that the seller met the requirements for an automatic 5-star detailed seller rating for the shipping and handling charges category. In these instances, we may adjust the rating to 5 stars.
A buyer leaves a seller negative or neutral Feedback that refers to customs delays or customs fees (see below).
A buyer leaves a seller a general rating of negative or neutral or a low detailed seller rating that we've determined is directly and solely the result of a major systemic event beyond the seller's reasonable control such as an earthquake or flood.
A buyer in Russia or Brazil, who has opened an eBay Buyer Protection case, leaves a seller negative or neutral Feedback or a low detailed seller rating related to ship time or not receiving the item, and the seller has refunded the buyer, or the buyer has voluntarily closed the Buyer Protection case.
eBay needs to do so in order to test new features, optimize the site, improve usability, or for other purposes.
Reporting Feedback that qualifies for removal
You can report Feedback that you think may qualify for removal.
Feedback which refers to customs delays or customs fees
eBay displays an automatic customs notification message for all international transactions in the shipping section of the listing page, informing buyers of potential customs delays and duties before they place their orders. We will remove Feedback if the seller receives any Feedback comment that refers to customs delays or customs fees.
Why does eBay have this policy?
We want Feedback to be an open and honest way for members to share their experiences with other members. This helps eBay members decide who they want to do business with. However, there are certain things we won't allow, like abusive language, because such comments don't provide other members with useful information. In cases where we think the Feedback violates our policies, we will remove it.