We've got your back so you can focus on your business.
eBay protects you
When you sell on eBay, you're protected by policies, transaction monitoring, and data systems that make eBay a safe and vibrant community.
You can sell with confidence, because our dedicated seller protection team works around the clock to enforce policies and track problems before they start.
Backed by large-scale, automated detection systems monitoring millions of transactions every day, our team uses world-class technology so you can focus on your business.
Read up on our policies and best practices, then get back to doing what you're great at: selling on eBay.
- What should I do when I feel a buyer is misusing the Feedback system?
You'll find that most buyers just want to resolve an issue. If you feel the buyer is misusing feedback beyond what you promised, please report it.
- How do I appeal a case?
If a case is closed in the buyer's favor, you can appeal the decision by providing the appropriate documentation—including any new information or communication between you and the buyer—to the eBay Resolution Center within 45 days from the day the case is closed. If the decision is reversed, your final value fee will be refunded. Additionally, any defects for the transaction will be automatically removed.
- I sold an item but the buyer hasn't paid. What do I do?
Seller Protection - Returns FAQs
- When will a return no longer result in a defect?
Sellers will only receive a returns-related defect if eBay has to help resolve a returns issue, and the resolution is in favor of the buyer. The buyer's reason for returning an item will no longer count as a defect as long as you successfully resolve a return request with the buyer without asking eBay for help.
- When should I ask eBay to help after the sale?
Always try to work out all issues with your buyer. If you cannot resolve the issue, ask eBay to step in and help. If eBay finds on behalf of the buyer, you could receive a defect.
- Can I dispute paying for return shipping if I feel a buyer is misusing returns?
You can ask eBay to step in and help if you feel the buyer has misrepresented the reason for the return. eBay will review your request and take appropriate action. Remember, when you ask eBay to step in and help without successfully resolving the issue directly with your buyer and eBay finds on behalf of the buyer, it will result in a defect.
- What happens if I can’t resolve an issue with my buyer but they don’t ask eBay for help?
As long as neither you nor your buyer asks eBay to intervene, the return will time out after 30 days and there will be no impact to your seller standing.
- What should I do if there is a problem with the item condition after the buyer sends it back?
You can offer a partial refund. Check the item condition policy for more information.