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When eBay may remove or adjust Feedback
In this article
In this article

Policy overview

Feedback is an open, honest way to share your experiences with other eBay members.

Feedback is made up of an overall rating, comments, and detailed ratings about certain criteria. To make sure feedback is accurate and effective, we may remove or adjust Feedback ratings or comments in some cases.

Make sure you follow these guidelines when leaving Feedback. If you don't, you may be subject to a range of actions, including limits of your buying and selling privileges or suspension of your account.

If you're a buyer and you want to change negative or neutral Feedback you left for a seller, ask the seller to request Feedback revision.

What are the guidelines?

The following types of Feedback may be removed:

Removable 

Removable

These types of Feedback comments may be removed:

  • Feedback containing personally identifying information about another member, such as a member's address, phone number, email address, or real name. We may also remove Feedback that can be used to obtain personally identifying information about another member, such as a shipment tracking number.

  • Feedback not related to a sale, including a comment, reply, or follow-up related to a different sale.

  • Feedback containing political, religious, social, or other commentary, rather than genuine comments about a sale.

  • Feedback containing language that is profane, vulgar, obscene, or racist, as well as comments containing adult material or physical threats.

  • Negative Feedback comments that directly contradict a positive rating. (When the comment is posted by the seller. This type of contradictory comment is not removable when left by the buyer.)

  • Feedback containing links or promotional language which encourages buyers to purchase outside of eBay.

  • Feedback that includes references to law enforcement investigations or eBay or PayPal investigations.

Not removable

Not removable

These types of Feedback comments aren’t removed:

  • Feedback comments containing accusatory language such as "fraud," "liar," "cheater," "scam artist," or "con man." Although this type of comment is strongly discouraged, it isn't removed unless it also contains content that isn't allowed.

  • Feedback comments containing URLs or links to eBay.com, PayPal.com, or Half.com.

Removable 

Removable

These types of Feedback comments may be removed:

  • Feedback that only refers to a listing's structured details when there aren't contradictory words or photos in the description. Structured details include:

    • Item condition

    • Item specifics

    • Sales tax

    • Return policy

    • Combined postage

    • Accepted payments

    Example: If an item was listed with Used selected as the Item Condition, and negative Feedback only stated the item was "used," the Feedback is removed.

  • Negative or neutral Feedback stating a seller "did not respond," but we determine that the seller responded to the buyer's email in good faith, using member to member messages.

  • Negative or neutral Feedback as a result of the following situations:

    • A buyer requested the cancellation of the sale due to no fault of the seller, and the seller cooperated with the buyer's request.

    • A buyer made a request that was clearly different from what was stated in the listing, and the seller didn't accommodate the request.  For example, a buyer left negative Feedback because they requested a different delivery method than what was offered in the listing, and the seller refused.

  • Negative or neutral Feedback related solely to:

    • Customs delays or customs fees.

    • Item non-delivery, when shipment tracking shows the item was delivered. Signature confirmation is required for items over $750.

    • Shipping time, when the item is Fast 'N Free and the item was delivered by the shipping carrier's estimated delivery date.

    • An item's delivery time when a buyer provided an undeliverable address and the item was returned to the seller or held at the shipping facility.

    • An item's delivery time, when a buyer paid for an item more than 3 days after a sale was completed. (If a buyer is allowed to combine shipping on multiple purchases more than 3 days after a sale, this type of Feedback won't be removed.)

  • Negative or neutral Feedback left when the seller won an eBay Money Back Guarantee or PayPal Purchase Protection case.

Not removable

Not removable

These types of Feedback comments aren't removed:

  • Feedback about a listing that omitted significant information about an item. For example:

    • A listing for a guitar omitted the information that there was a large crack in the headstock.

    • A listing for a toy in the original box omitted the information that the box was water-damaged.

  • Feedback about contradictory information in a listing's title, description, or photos. For example:

    • An item's condition is "used," but the photo is of a brand new item.

    • An item‘s condition is "like new," but the description states the item is in mint condition.

We may remove Feedback left by a member when that member has violated certain rules or policies.
  • A buyer didn't pay for an item.

Removable 

Removable

Negative or neutral Feedback left as a result of the following situations may be removed:

  • A buyer didn't pay for an item and an unpaid item case is recorded against the buyer.

  • Member to member messages show that a buyer had no intention of paying for an item.

  • A buyer or seller didn't meet the requirements to form a legally binding contract at the time the sale was completed or when Feedback was left.

  • A buyer or seller provided an invalid email address and couldn't be contacted at the time of the sale.

Not removable

Not removable

These types of Feedback comments aren't removed:

  • Feedback due solely to an invalid phone number. The buyer and seller can still communicate through member to member messaging, so the Feedback won't be removed. However, we require members to update and verify their phone numbers prior to buying or selling again on eBay.

  • Feedback left for a buyer when member to member messages show that a buyer intended to pay for the item, and the seller didn't complete the unpaid item process.

  • Feedback indicating a buyer canceled a transaction because the seller altered the item description or terms (for instance, delaying shipment or increasing shipping costs).

Removable

Removable

This type of Feedback may be removed:

  • The Feedback is for the wrong seller or wrong item.

  • Negative Feedback when the comment is clearly positive. Examples of clearly positive comments include "I really like the item, it's perfect," "My daughter is delighted," "Exactly what I was looking for," or "Thanks for the fast delivery and support!"

  • A buyer requested shipment to an address other than the one specified during checkout or though PayPal.

  • A buyer provided the wrong shipping address.

Not removable

Not removable

This type of Feedback isn't removed:

  • Negative Feedback left by a buyer when the comment is neutral or isn't clearly positive. Short, ambiguous comments from a buyer such as "thanks," "OK," or "item arrived," aren't considered "clearly positive" and aren't removed. In such instances, neutral Feedback isn't removed, regardless of comments.

Removable 

Removable

Negative or neutral Feedback may be removed in the following situations:

  • A major event beyond the seller's control, such as an earthquake or flood, is directly and solely responsible for a bad buyer experience. In these situations, we may also remove low detailed seller ratings.

  • An eBay system issue is directly and solely responsible for a bad buyer experience. In these situations, we may also remove low detailed seller ratings.

  • PayPal places a hold on a payment and notifies the seller to delay shipping of an item, and the negative or neutral Feedback is a result of the delayed shipping.

  • We are provided with a valid court order requesting Feedback removal.

  • We receive a decision from NetNeutrals, via the Independent Feedback Review process, requesting Feedback removal.

  • Negative or neutral Feedback is a result of seller not leaving Feedback for a buyer.

Not removable

Not removable

Feedback left as a result of the following situations won't be removed:

  • A minor event beyond the seller's control occurs, such as an electric outage that prevents the printing of shipping labels.

  • An eBay system issue which doesn't affect the buyer experience. For example, a seller is unable to list an item.

Removable 

Removable

Feedback from a buyer is removed or adjusted automatically in the following situations:

  • A buyer is suspended for behavior we find warrants removing all negative and neutral Feedback left for sellers. If any member is suspended within 90 days of registration, all Feedback left by that member is removed.

  • A case is decided in a seller's favor.

  • There's a Global Shipping Program error.  We may also remove or adjust low ship cost or ship time detailed seller ratings.

  • A buyer has shown a pattern of leaving disproportionately high rates of low Feedback or low detailed seller ratings.

  • A seller qualifies for an automatic 5-star detailed seller ratings, in the following categories, when:


    Shipping and handling charges:

    • A seller offered free shipping, and we know the buyer chose that option.


    Shipping time:

    • A seller specified same business day or one business day handling, uploaded tracking information within one business day of receiving cleared payment, and the item showed a delivery time of 4 days from receiving payment.

    • A seller's item was designated as Fast 'N Free, the seller uploaded tracking information, and the item was delivered within the stated handling time plus the estimated delivery time as specified by the carrier.


    Communication:

    • A seller specified same business day or 1 business day handling, and uploaded tracking information within 1 business day.

    • At the time the buyer leaves Feedback:

      • There are no member to member messages initiated (Best Offers, Second Chance Offers, invoices, or invoice requests don't affect automatic 5-star eligibility.)

      • There are no eBay Money Back Guarantee or PayPal Purchase Protection cases opened before Feedback was left.

    • There are no requests for contact information between the buyer and the seller.

Reporting Feedback that qualifies for removal

You can report Feedback that you think may qualify for removal.

Why does eBay have this policy?

Feedback is open and honest way for members to share their experiences with each other, and it helps eBay members decide with whom they want to do business. However, there are certain things we don't allow, like abusive language and Feedback that isn't relevant to a specific sale.

We also don't allow buyers to use Feedback in a way that would impact seller performance ratings when sellers have objectively met satisfactory performance levels. In cases where we think the Feedback violates our policies, we'll remove it.

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