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Handling problems with your buyers

If you ever have a problem selling on eBay, we want to know about it. By letting us know what happened, you help us prevent buyers from doing the same thing again.

We take your reports seriously. Buyers who violate our buying practices policy may receive warnings, restrictions, and suspensions. We may also remove their Feedback comments, Feedback scores, and detailed seller ratings, when appropriate.

Handling and avoiding problems with buyers

Here's some additional information about problems you can report, and tips for handling and preventing them.

You can control who you do business with by setting requirements for buyers, cancelling bids, and blocking bidders. Learn more about managing bidders and buyers.

A buyer asks you to do something that that falls outside applicable law, requirements and the conditions stated clearly in your listing.
Some examples:
  • Asking you to provide goods or services not included in your original listing.

  • Asking for shipping or payment terms not specified in your original listing.

  • Demanding a partial refund under threat of poor Feedback.

What information is available?

What can you do about it?

Learn more about demands that violate our buying practices policy.

Using the threat of negative Feedback or low detailed seller ratings to make such demands is considered Feedback extortion.

A buyer includes your phone number, address, or profane language in a Feedback comment, or attempts to damage your Feedback score or detailed seller ratings (DSRs).
You're trying to resolve a problem with a buyer using our Resolution Center and the buyer is abusing the process.
A lenient return policy is strongly recommended, except in circumstances where the buyer is at fault. For example:
  • The wrong item is returned.

  • You receive an empty box.

  • Acase is opened or threatened because you charge a restocking fee (when the restocking fee is clearly noted in the Return policy section of your listing.)

And if you've opted into the eBay returns process:
  • 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.

What information is available?

What can you do about it?

Learn more about buyer returns in our buying practices policy.

If you use the eBay returns process, learn more about misuse of returns and the item condition policy for returns.

What information is available?

What can you do about it?

Find out what to do when a buyer doesn't pay.

Other problems

You can report these transaction problems or safety concerns using our reporting tool, or by clicking the Report link on the relevant policy page. Learn more about resolving selling problems and buying practices we don't allow.

A buyer is bidding on your item just to disrupt your listings or leave you negative Feedback.

What information is available?

What can you do about it?

Learn more about unwelcome and malicious buying.

A buyer is spamming you, making threats, or using abusive language.

What information is available?

What can you do about it?

Learn more about our member-to-member contact policy.

A buyer is misusing the bid retraction option.

What information is available?

What can you do about it?

Learn more about invalid bid retractions.

A buyer paid or attempted to pay with fraudulent funds or is asking to send an overpayment and have you reimburse them.

What information is available?

What can you do about it?

Learn more about avoiding payment problems.

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