What is changing in the way the eBay Buyer Protection process works?
Starting in April, buyers will be required to contact sellers first through the Resolution Center for issues relating to 'item not received' or 'item not as described'. A case will automatically be opened when the buyer contacts the seller, but opened cases will no longer be used for seller performance standards evaluation. Buyers must wait at least three business days, as specified in the Resolution Center, to allow sellers to respond and resolve the issue before a case can be escalated to eBay Customer Support for review.
Why is eBay making this change?
eBay is making this change to the eBay Buyer Protection process to improve the experience for both buyers and sellers, as well as to ensure that sellers always have the opportunity to resolve an issue before a case is escalated to eBay Customer Support for review. eBay is centralizing the item issues in one location in the Resolution Center and providing tools so sellers can resolve issues more easily.
How does this change benefit me?
You'll be alerted to issues and have the opportunity to resolve them directly with the buyer before eBay gets involved.
You will have all the tools you will need to resolve the buyer's issue in the Resolution Center.
What is eBay doing to make it easier for me to resolve these issues?
When you receive a communication from your buyer about an 'item not received' or 'not as described', you’ll have all the tools available in the Resolution Center to quickly and easily resolve the situation. For example, you can verify tracking information, issue a full refund, or offer a partial refund as soon as the buyer lets you know there’s an issue.
Will an opened case still count against me?
Only cases that are escalated to eBay for review and are not found in your favor will be counted against you. Your seller performance rating will not be affected by a buyer opening a case and contacting you in the Resolution Center.
How will I know if my seller rating will change when opened cases are no longer counted?
You can evaluate whether or not your seller performance rating will change by reviewing your seller dashboard. If your performance on the Last Evaluation tab shows that your account is Below Standard or missed Top Rated status exclusively due to too many opened cases, your seller rating is likely to improve in the next evaluation. Of course, your rating is still dependent upon your overall performance since the last evaluation. You can see this in the Daily Performance tab of your seller dashboard.
How will the availability of my funds be affected by this change?
Today, when a buyer indicates a problem with an 'item not received' or 'not as described', according to the terms of the PayPal User Agreement and the eBay Buyer Protection policy, funds from that transaction may be delayed to allow time for a satisfactory resolution. If you’re a Top Rated seller, you’re not likely to see any difference in your funds availability as a result of a buyer contacting you about an issue with the transaction. If you are a Standard or Below Standard seller, you will see a delay in the availability
of funds if the buyer contacts you and opens a case for an 'item not received' or 'not as described'. Typically, funds availability will be delayed until the issue is resolved. Remember, a buyer will not be able to send a message about an item not received until after the estimated delivery time (your stated handling time plus the carrier’s published delivery time).
How do I get my funds fastest?
Ship within 24 hours of receiving payment and always upload tracking for your shipment to My eBay. Add signature confirmation if the transaction is $250 or more. Also consider shipping with eBay Labels
—your tracking information is uploaded automatically, funds to cover the cost of shipping (up to $15 for orders up to $50 and up to $30 for orders more than $50) will be available immediately, and funds from the buyer will be available 3 days after eBay can confirm the order was delivered. If a buyer does contact you about an item not received or an item not as described, be sure to resolve the issue promptly.
Faster ways to report buyers
What’s changing with the seller reporting hub?
eBay is making it easier for sellers to report issues with buyers by adding more links to the reporting hub to My eBay, the Feedback page and other locations on eBay. We’re also streamlining the reporting process based on feedback from sellers so that you can report problems and issues in just a few clicks.
How can I find the seller reporting hub?
You can access the hub directly at ebay.com/reportabuyer
and you’ll find links in the following locations:
- My eBay, Selling Manager, Selling Manager Pro Sold Item View: On the far right, there is a drop-down for more actions. “Report a Buyer” will be listed as one of the options.
- Selling Manager Leave Feedback
- Leave Feedback pages on the “Rate this transaction” line.
- Feedback Profile page
- Member to Member Communication within the message header
- Resolution Center under the help page
- In the returns process: When you accept a return, you can also report that transaction.
Can I report a buyer now, before these updates to the hub are made?
Absolutely and we encourage you to do so. eBay already uses these reports as an essential part of our efforts to maintain a fair marketplace for sellers. You can report a buyer by from My eBay or Selling Manager. You’ll also find a link to Report a Buyer at the bottom of the drop down menu for each transaction.
What does eBay do with these reports?
eBay uses these reports as part of monitoring systems that include reports submitted, member-to-member message content, and buyer activity patterns to identify and take action against buyers who violate policies or take unfair advantage of the system.
What does eBay do to protect sellers from these buyers?
In addition to taking action to stop these buyers when we see a pattern of behavior, eBay removes any negative or neutral Feedback, or low DSRs received by sellers. eBay will also not count any buyer protection cases toward your seller standard rating in these situations.
Under what circumstances should I report buyers to eBay?
Please report any buyers who you believe are violating eBay policies. In general, you should report the following types of policy violations:
- Buyer hasn’t paid
- Buyer made unreasonable demands
- Demanded a change to the shipping method or location
- Demanded a change to the payment method or timing
- Demanded a partial refund or discount
- Demanded additional items or services
- Requested that the transaction be completed off eBay
- Buyer left inappropriate Feedback
- Left abusive Feedback
- Malicious Feedback left by a suspected competitor
- Buyer abused the buyer protection program
- Misused the program to claim an item was not as described
- Misused the program to claim an item was not received
- Buyer misused returns
- Did not return original item
- Returned a damaged or used item
- Did not follow other terms of your return policy
- Other problems
- Buyer used foul or offensive language
- Buyer requested false information on customs forms