Our seller protection policy is one of the ways that eBay helps sellers avoid getting penalised unfairly. It’s important that you understand when and how the policy applies and what you can do to avoid potential customer service problems arising.
To help maintain a safe and fair marketplace, we hold sellers accountable for high standards of customer service, but we also have policies and systems in place to avoid penalising sellers unfairly.
Our seller protection policy explains the methods we use to evaluate your performance, and the safeguards in place to protect your seller rating and help you out in case you have a problem. For example, we'll remove transaction defects and late shipments in situations where you weren't at fault, in accordance with our Seller performance and Feedback policy.
We're here to help. For information or guidance on the appropriate steps to take when a problem comes up, contact our Customer Service team.
If a buyer doesn't pay, contact the buyer directly. They may be new to eBay or have had trouble paying. If they still don’t pay after you’ve contacted them, open an unpaid item case. This should prompt the buyer to pay. Learn more about what to do when a buyer doesn't pay.
Save time by using the Unpaid Item Assistant to open and close unpaid item cases for you automatically.
When an unpaid item is recorded against a buyer, they're blocked from leaving Feedback for that transaction and we'll remove any negative Feedback they had left already. Buyers who show a pattern of not paying for items may have their buying privileges limited, or lose them altogether. You can also choose to block buyers (by username) or select buyer requirements. Learn more about managing bidders and buyers.
If you relist an item and it sells, you may receive an insertion fee credit. If a buyer doesn’t pay, you can request a final value fee credit. Read more about Fee credits.
Communication is key if there is an issue with a transaction. Good communication and customer care often turn a poor experience into a great one. Follow these tips to help avoid and minimise issues:
You may have limits placed on your account or on particular categories and items until you confirm certain information or establish a positive selling history. These limits help you become a more successful seller, in addition to ensuring a safer experience for all eBay members.
With a positive selling history, you are able to request higher selling limits by verifying your information and calling our Customer Service team. We also proactively raise limits on sellers who are delivering exceptional service to buyers.
Learn more about selling limits.
Communication: We'll automatically award you 5 stars when:
*Best Offers, Second Chance Offers, invoices and invoice requests don't affect automatic 5-star eligibility, even if they contain messages added by the buyer or seller.
If you sell on other eBay sites or offer international postage, your transaction will count for one of the four regional standards programs (US, UK, Germany and Global). Australia is part of the Global seller standards program.
From August 2017, individual transactions are counted based on the country the item is sent to, and will only count towards either your Global or your regional seller performance standards (never both).
In addition, since May 2017, late deliveries to buyers in emerging market countries no longer count against your Global late shipment rate metric, as long as you dispatch on time and make it right with the buyer if any problems occur.
Read more about global seller performance standards and how we're removing barriers to selling internationally.