To run a great business, sellers work hard to ensure smooth and professional transactions with their buyers. This includes setting buyer expectations and meeting those expectations.
Some of the most basic things you can do are to provide accurate and consistent details about your item and to be clear and specific about the terms and conditions of the sale. You should also make every effort to provide excellent customer service from start to finish, including:
Charging reasonable shipping and handling costs
Specifying your handling time and return policy in your listing
Responding to buyers' questions promptly
Being professional throughout the transaction
Making sure the item is delivered to the buyer as described in your listing
To help you meet the seller performance standards on eBay, we've outlined the basic requirements that all sellers need to meet. We've also provided tips on how you can meet—and exceed—buyers' expectations.
Be sure to follow the guidelines in this policy. If you don't, your listings may be removed, and you may be subject to a range of other actions, including restrictions of your buying and selling privileges and suspension of your account. Keep in mind that you could also lose your PowerSeller or Top-rated seller status.
The listing page is where buyers go for most of their information. Information in the listing helps them decide what to buy and what to expect when they get an item. It's important to make sure that the listing is only used to describe the item for sale and to professionally communicate the terms of the sale.
What to do
You're required to:
Describe only the item you're selling in the listing and the terms of the sale.
Provide complete and accurate details.
Specify the condition of the item.
Describe any defects or flaws—this helps avoid problems or buyer dissatisfaction.
When selling a used, refurbished, or flawed item, we recommend including pictures of the actual item for sale instead of a stock photo.
What not to do
You're not allowed to include conflicting or misleading product information in a listing. For example, if you're offering a refurbished item, you can't describe the condition as "New" in item specifics.
You can't include pictures that don't accurately represent the item for sale.
You can't include comments that discourage buyers from participating or that could make them lose trust in eBay sellers and our website. For example, we don't allow statements like "eBay holds me to a standard well above 4 stars. 4 stars will get me suspended, so please only leave 5 stars."
You're not allowed to use eBay's PowerSeller or Top-rated seller icons or similar artwork and expressions because they would make these seller badges less valuable and less effective.
Don't include references to the PowerSeller or Top-rated seller programs in your listing descriptions, listing templates, About Me pages, My World pages, or Store pages.
Don't use phrases like "top rated seller," "top seller," "trusted seller," or other similar terms. (If you're a Top-rated seller, a prominent Top-rated seller badge will appear in your listings.)
It's important that you clearly specify the terms and conditions of the sale in your listing so that buyers know what to expect.
What to do
You're required to include the following details in your listing:
Forms of payment you accept
Return policy
Restocking fee, if applicable
Shipping method, costs, and other information
Taxes and any applicable government imposed fees (such as electronic waste disposal fees)
Terms of the transaction
You're required to meet the expectations you've set in your listing.
What not to do
You're not allowed to provide inconsistent or misleading information on the terms and conditions of the sale.
Once the buyer has committed to purchasing the item, you can't change the terms of the sale.
Examples of prohibited behavior include:
Entering an amount for shipping costs when you're listing an item, and then indicating that you charge a different amount either in the item description or after the buyer has committed to buying the item
Providing false tracking information
Stating in a listing that you accept returns, but refusing to do so after the item's been purchased, even if the return meets your stated requirements
You're not allowed to say that you're not responsible for item delivery or ensuring that the item is delivered as described. For example, we don't allow statements like "I am not responsible for the item once it's dropped in the mail."
When buyers bid on or purchase an item on eBay, they should feel confident that the item is available and will be delivered in a timely manner.
What to do
You must ensure the items you're offering are in stock for the duration of the listing and are delivered to the buyer, unless the buyer doesn't meet the terms of your listing.
For multi-quantity listings, make sure you have ready access to all the items you're offering. For pre-sale listings, make sure you'll have ready access to all items on the release date.
If you run into an inventory problem that's beyond your control, you're still responsible for letting the buyer know when the item will be available or issuing a refund for the full amount immediately.
What not to do
You're not allowed to:
List an item that may be out of stock at the time of purchase.
List an item that you're simultaneously selling outside of eBay.
Offer an item that may not be what's delivered to the buyer.
Offer an inflated number of items in a multi-quantity listing.
Be sure to specify shipping costs and related service charges in your listings. It's against our rules to provide unclear or misleading shipping information or to charge unreasonable fees for shipping and related services.
What you can charge
Actual shipping cost: This is the amount for shipping the item. It should be what you paid the carrier.
Handling cost: This can include the cost of packaging materials and insurance cost, if any.
Delivery Confirmation and extra services: If you choose to use these options, you must add them to your shipping and handling costs, and you can only charge what they actually cost. Examples of services include:
Certificate of Mailing
Certified Mail
Collect on Delivery
Delivery Confirmation - free with Priority Mail and discounted with some other services when you print shipping labels on eBay
Registered Mail
Restricted Delivery
Return Receipt
Signature Confirmation
Special Handling
Tax and government imposed fees: Only applicable federal, state, country, city, Value Added Tax (VAT), or equivalent taxes may be charged.
Tip: If your shipping and handling costs are higher than average, consider explaining in your listing what the shipping and handling costs include.
Tip: Using tracking information, Delivery Confirmation, or Signature Confirmation protects you if a buyer claims that they didn't receive an item and is one of the qualifications for getting an automatic 5-star rating for shipping time.
When using calculated shipping, make sure the calculated cost isn't higher than the actual shipping cost. If so, it's considered excessive shipping, which isn't allowed on eBay.
Free shipping
You can offer free shipping to select or all destinations.
For a destination with free shipping, no other fees related to shipping, handling, or packaging can be charged.
You're not allowed to change the shipping method to a method that is slower than the slowest one indicated in the listing.
What you're not allowed to charge
Insurance: You can't charge a separate fee for insurance, although you still need to make sure your item arrives as described.
Tip: You should incorporate any insurance fees into an item's price or handling cost.
Tariffs, duties, and customs fees: For cross-border transactions, you're not allowed to collect tariffs, duties, or customs fees. (Buyers may be responsible for paying these fees as required by country laws.)
Tip: Remember not to inappropriately classify an item as a gift as a way to avoid certain duties, tariffs, or customs fees. US law prohibits submitting false or misleading customs information.
Related fees: Things like gas, mileage, time spent at a carrier, employee wages, or eBay and PayPal fees shouldn't be added.
If you offer free shipping in your listing—and we can confirm the buyer didn't pay for shipping—you will automatically receive a 5-star rating on your shipping and handling charges detailed seller rating.
Buyers want to know when they can expect to get their items.
What to do
You're required to specify in your listing clearly and accurately when the item will be shipped.
You're also required to ship items within 30 days from the date of purchase (see our presale listings policy for more details).
Use tracking, Delivery Confirmation, or Signature Confirmation.
Note: For transactions of $250 or more, purchasing Signature Confirmation can help protect you if a buyer claims an item wasn't received. Learn more about how sellers may be protected from losing a case.
You're required to select the shipping option that best matches the shipping service that you offer in the listing. This helps set buyer expectations about when to expect the item to be delivered.
Note that holding shipment may affect your detailed seller ratings and buyer satisfaction, which increases the chances of future PayPal payments being held.
Listing formats without handling time
Classified Ads
Real Estate Ad format
Categories that don't require handling time
All Motor Vehicle categories
Real Estate
Specialty Services
Special consideration for specific categories
In certain categories we may require tracking information, specific handling times, or both. This is to enhance the buying experience and to meet industry standards for some items.
You'll automatically receive a 5-star shipping time detailed seller rating if: *You specify 1-day handling. *You upload US Postal Service, UPS, or FedEx supported tracking information by the end of the next business day (Pacific Time) after the buyer's payment clears. A business day is a normal weekday. Saturdays, Sundays, and major holidays aren't business days. *Tracking data must show the package having a status of "delivered" with a delivery date within 4 days of payment clear.
Note: In some instances, there may be a delay in processing your shipping details, and buyers may be able to leave you a detailed seller rating for shipping time. If you've met the automatic 5-star shipping time requirements, your rating will be adjusted to 5 stars.
Do whatever you can to provide excellent customer service. Meeting or exceeding buyers' expectations can help you improve your performance on eBay.
What to do
Respond promptly to any questions during the bidding or buying process, as well as after the item has been purchased.
Communicate professionally, including in your emails.
Be responsive to any buyer concerns or problems.
What not to do
You're not allowed to use profane or offensive language with anyone on eBay.
Most often, transactions without additional communication are a sign of great service, and sellers shouldn't receive low detailed seller ratings for communication in these situations.
To give you credit for transactions where a buyer doesn't need to contact you, you'll automatically receive a 5-star communication detailed seller rating if: *You specify 1-day handling time and upload tracking information within 1 business day, *There are no buyer- or seller-initiated communications in eBay Messages *There are no requests for contact information between you and the buyer.
Note: Best Offers, Second Chance Offers, invoices, and invoice requests—even if they contain messages added by the buyer or seller—do not affect automatic 5-star detailed seller ratings for communication. You'll still qualify for an automatic 5-star communication detailed seller rating if you or your buyer send these types of communications.
Communication between a buyer and seller isn't undesirable. If you exchange messages—and the buyer is satisfied with your response—you may receive 5 stars for communication based on their interaction with you.
You're required to specify your return policy in your listings, even if you don't accept returns.
If you accept returns, a buyer can return an item for any reason, including when they change their mind about a purchase. However, you can specify the conditions required for return—for example, if an item must be unused, unopened, or in original packaging.
We encourage you to accept returns—it helps increase buyer satisfaction.
What to do
You're required to specify if items can be returned.
If you accept returns, you must specify:
If there are item conditions required for return, and clearly state those conditions
The time period in which a buyer must notify you about a return
How the refund is issued
Who pays for return shipping
The restocking fee, if any
Even if you specify that you don't accept returns, a buyer may be able to open an eBay Buyer Protection case for eligible items if the buyer didn't receive an item or the item doesn't match the listing description. It's important that you reply quickly. You have 7 days to respond to a buyer's case, or eBay may review the case and make a final decision. Keep in mind that your seller status (including PowerSeller and Top-rated seller status) and search visibility may be affected by the number of open cases and closed cases without seller resolution. Learn more about Resolution Center cases that might affect your selling status.
About restocking fees
If you charge a restocking fee for returns, we recommend that you only ask for a reasonable amount.
You shouldn't charge restocking fees for items returned due to damage, defects, or not-as-described in the listing.
Being upfront about returns and restocking fees should encourage buyers to resolve potential issues before they become bigger problems.
Other rules for sellers
You're responsible for reviewing and understanding our rules for sellers, as well as all relevant laws and regulations in your User Agreement. Knowing our policies before you list an item can lead to smoother, more successful transactions, and it can help you avoid breaking rules by mistake.
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