We’ve expanded your seller protections

If you're delivering on your service promises and creating good buying experiences on eBay, you have access to additional seller protections.

Read this if:

  • You’ve had issues with buyers falsely reporting that an item was not as described, or returning an item that was used or damaged

  • You’re an Above Standard or Top Rated Seller

Key dates:

  • Now live:
    • Additional protections against false buyer claims and used or damaged returns 

What’s changed?

If you're delivering on your service promises and creating good buying experiences, you'll have access to additional seller protections on eBay

To be eligible for the below protections, you need to be meeting eBay's seller performance standards which means: 


Protections when a buyer falsely claims an item was not as described

When you report the buyer :

  • If we determine the buyer made a false claim, we'll give you up to AU $9.00 back to help cover the return postage costs you paid. It may take up to 60 days for this amount to be credited to your account .
  • We'll automatically remove negative and neutral Feedback, defects, and open cases in service metrics.

Note: You must first ensure that you have completed the return and issued a refund to the buyer. You can also report the buyer within the return request.


How do I report a buyer for falsely claiming an item was not as described? 

You can report a buyer here . Alternatively, you can also report a buyer from your Sold items list . Choose Leave feedback from the dropdown menu next to the item, and then select Report buyer .

Once you have selected a buyer to report, select Buyer made a false claim > Claimed the item was not as described when that wasn’t true. Click submit. 



Protections when an item is returned after it was used or damaged by the buyer

If you accepted a buyer's return request within 3 business days but the item is returned in a different condition than it was originally sent:

  • You can deduct up to 50% from the refund to recover the lost value of the item. For guidance around partial refunds, see the refund deduction guidelines table  

  • We'll take care of any issues associated with the refund amount by working directly with the buyer

  • We will also remove any negative and neutral Feedback and open cases in service metrics .

Note: Ensure you issue the partial refund within 3 business days after receiving the returned item. You can do this from the return request.  If you don't refund the buyer and return tracking shows the item was delivered, eBay may automatically issue a full refund on your behalf. If eBay steps in to help with the return at any stage, you will no longer be able to issue a partial refund to the buyer.



What happens when you report a buyer?

Rest assured that when you report a buyer, we take it seriously. In addition to seller reports, we also detect abusive buyer behaviour by looking at a buyer’s history. If we determine that a buyer has violated our Abusive buyer policy , we will take action on that buyer. 

Why is eBay making this change?

 

We heard your feedback that you want better protection against buyers who make false claims and/or return items not in their original condition. We launched these protections to protect you from buyers who do not meet our standards of behaviour to ensure they don’t impact your seller standard.

What does it mean for me?

 

  • If a buyer falsely claims an item was not as described, you can report them using the Report a Buyer tool by selecting the ‘buyer made a false claim - claimed the item was not as described when that wasn’t true’ option
  • If a buyer returns an item after it was used or damaged and not in its original condition, you can deduct up to 50% from the refund to recover the lost value of the item through the refund flow

What should I do next?

 

You can learn more about these protections at the link below. If you are eligible:

  • If a buyer falsely claims an item was not as described, use the Report a Buyer flow
  • If a buyer returns an item after it was used or damaged, you can deduct up to 50% to recover the lost value through the returns flow