We want you to be able to sell with confidence. This page explains how we protect sellers, and offers best practices for addressing problems that sometimes come up.
Follow our best practices to help avoid problems with buyers.
Transactions made through PayPal may be covered by PayPal Seller Protection.
The buyer didn't pay for their order and an unpaid item case is recorded against the buyer.
An eBay Money Back Guarantee or PayPal Purchase Protection case is ruled in the seller's favor.
The defect was the direct result of an eBay site issue or an eBay program error.
eBay takes action on a buyer for activity that violates the Buying Practices policy.
eBay or PayPal instructs you to hold a shipment or takes action to cancel the transaction.
eBay can determine through valid tracking that the defect was the direct result of systemic delays in shipping or communication. Examples include: wide-scale shipping carrier delays, items stuck in customs, or power outages due to extreme weather. Actual events will be listed on our announcement board.
Shipping and handling charges
If you offer free shipping and we know the buyer chose that option, you'll get an automatic 5-star detailed seller rating for shipping and handling charges.
Shipping and handling time
If you specify same business day or 1 business day handling, upload tracking information within 1 business day of receiving cleared payment, and the item shows a delivery time of 4 days from receiving payment, you'll get an automatic 5-star rating for shipping time.
Fast 'N Free listings get the extra protection of having a low rating for shipping time automatically converted to a 5-star rating as long as you upload tracking and the item is delivered within the stated handling time plus the estimated delivery time.
You'll automatically receive a 5-star communication detailed seller rating if:
You specify same business day or 1 business day handling and upload tracking information within 1 business day.
At the time the buyer leaves Feedback:
There are no buyer- or seller-initiated communications in eBay Messages and
There are no pending eBay Money Back Guarantee or PayPal Purchase Protection cases.
There are no requests for contact information between you and the buyer.
The defect rate is the percentage of a seller's transactions that have one or more of the following transaction-related defects:
Detailed seller rating of 1, 2 or 3 for item as described
Detailed seller rating of 1 for shipping time
Negative or neutral feedback
A return initiated for a reason that indicates the item was not as described
An eBay Money Back Guarantee or PayPal Purchase Protection case opened for an item not received or an item not as described
Transaction cancellation by the seller when the item was out of stock, or sold to another buyer
To meet eBay's minimum standard, sellers can only have up to 5% of transactions with one or more transaction defects over the most recent evaluation period. To qualify for Top Rated Seller status, sellers can only have up to 2% of transactions with one or more transaction defects over the most recent evaluation period. Only transactions with US buyers count toward your seller performance rating on eBay.com.
The defect rate won't affect your status until you have transactions with defects with at least 8 different buyers (at least 5 different buyers to impact Top Rated status) within your evaluation period.
Sellers can have a maximum of 0.3% of eBay Money Back Guarantee or PayPal Purchase Protection closed cases without seller resolution over the most recent evaluation period. That means the buyer opened the case, you weren't able to resolve it, the buyer asked eBay or PayPal to review the case, and we found you responsible.
Sellers with 400 or more transactions over the past 3 months are evaluated based on the past 3 months, and sellers with fewer than 400 transactions are evaluated based on the past 12 months.
There can only be one defect per transaction. For example, if a buyer opens a case and also leaves a neutral feedback rating on the same transaction, it will only count as 1 defect in total.
A delivery status of "delivered"
The date of delivery
The recipient's address
Signature confirmation, if an item has a total cost of $750 or more
A buyer opens a case because an item isn't new or has minor scratches, but the listing clearly and consistently describes the item as used.
A buyer opens a case because of a defect in an item, but the defect was accurately described in the listing.
A buyer opens a case because they didn't want the item, but the item was accurately described in the listing.
If a buyer files a chargeback, any cases opened with eBay Money Back Guarantee for the same transaction are immediately closed.
If a buyer files a PayPal Purchase Protection case, the buyer can't open an eBay Money Back Guarantee case for the same transaction.
You have fewer than 100 transactions with US buyers over the most recent 12-month period.
You have less than $1,000 in sales with US buyers over the most recent 12-month period.
You've uploaded shipment tracking within your promised handling time for less than 90% (but not less than 85%) of transactions with US buyers in the last 3 months.
You otherwise have aTop Rated Seller performance rating
You've been a Top Rated Seller for the last 3 (or more) consecutive months immediately preceding evaluation; and
You meet all of the other performance standards of the program for:
Low detailed seller ratings
Buyer protection cases
Positive Feedback ratings
The wrong item is returned.
You receive an empty box.
The item doesn't meet the item condition policy for returns.
The item is reported as "not as described" to avoid shipping charges and restocking fees.
Use the Unpaid Item Assistant.
Require immediate payment from buyers.
eBay Money Back Guarantee and PayPal Purchase Protection cases when:
A buyer claims an item isn't received or
A package is damaged
Negative and neutral Feedback when:
You win a case alleging damage or loss
The Feedback comment relates to a problem with shipping
Shipping and handling charges if you provide free shipping to the US shipping center.
Shipping and handling time if you provide same business day or 1 business day handling, upload tracking information within 1 business day of receiving cleared payment, and tracking information shows the item as being delivered to the US shipping center within 4 business days of receiving cleared payment.
The buying practices policy outlines our expectations for buyer behavior. Violations may result in a range of actions, including Feedback removal, cancellation of cases in the Resolution Center, limits on account privileges (such as use of the eBay Money Back Guarantee), limits on overall buying activity, and account suspension.
To report a buyer who may be violating our policies:
Review the buying practices policy (and its related policies) to make sure the buyer is really breaking the rules.
Once confirmed, report the buyer.
Have a question? We can help.
Get help from other eBay members. Visit the Answer Center to post a question.
Selling practices policy
Buying practices policy
Seller performance standards