Updates to how you service your customers
Quickly resolve claims for “Item not received,” “Item not as described,” and low average-selling-price returns.
What you need to know
- Updates to handling returns and cases
- New protections against buyers you previously blocked
- Additional protections benefits for Top Rated Sellers
Seller protection overview
Seller protection changes for “Item not received” claims filed through eBay Money Back Guarantee
Marketplace preferred shipping carriers required
In order to protect you from “Item not received” claims filed through eBay Money Back Guarantee, starting June 1, 2020, we’ll require you to use shipping carriers that are integrated with eBay and provide regular shipment scans. We’ll also publish a list of recommended eBay-integrated carriers that offer tracked services.
In addition, if proof of shipment is not provided within 3 business days after an “Item not received” case is opened, we may decide the case in the buyer’s favour without requiring the buyer to contact eBay. We recommend you upload tracking to eBay within your stated handling time. When buyers receive regular updates on the shipping status, they are less likely to file “Item not received” claims even when their items are not received by the estimated date.
Changes to handling return requests that appear abandoned
Starting April 1, 2020, we will no longer close returns early at the request of a seller when the buyer has not shipped the item back. Instead, we will wait to ensure buyers are being refunded. If we do not receive proof of shipment from your buyers while the return requests are active, we will protect you by removing any negative or neutral feedback left on that transaction.
Changes to handling “Item not as described” return requests for all sellers
eBay Money Back Guarantee requires sellers to respond to all return requests within 3 business days of the opening of a return case. Starting June 1, 2020, if you don’t respond to an “Item not as described” return request within 3 business days, we may decide to refund the buyer on your behalf without requiring the item to be shipped back.
Changes to handling “Item not as described” return requests for international sellers
We recommend that all international sellers who list items on eBay.ca provide their Canadian buyers with a return address in Canada. When a return has to be shipped internationally, buyers must wait substantially longer for refunds than they are accustomed to when returning items domestically. If you do not provide a Canadian return address and your buyer requests to return an item that doesn't match the listing description, you need to accept the return and provide the means to return the item within 3 business days. Otherwise, we may refund the buyer and seek reimbursement from you without requiring the item to be shipped back under eBay Money Back Guarantee. Starting June 1, 2020, for returns valued up to $25 CAD, we may decide these cases after the 3 business days have elapsed without requiring the buyer to contact eBay customer service.
If you list items on eBay.com, we recommend providing a return address in the US. For changes to the return requests on eBay.com, visit the US Seller Release.
New protections against buyers you previously blocked
When you identify a buyer who shares the same name or shipping address with a previously blocked account, or is engaged in the same abusive behavior, you can cancel the transaction. We’ll protect you from any feedback or defects associated with the transaction when you request we remove the Feedback and defect in the Help and Contact us page. Whenever a buyer violates the Abusive Buyer policy, report the buyer to us.
Seller protection FAQs
When you publish the list of eBay-integrated carriers this Spring, will I be required to use one of their services to sell on eBay?
No. You will still be permitted to use untracked services, and tracked services from carriers that are not integrated with eBay. However, we will not provide protection in the event of “Item not received” claims when untracked services are used. We also may not wait for buyers to contact us before deciding claim outcomes.
What kind of tracking information will eBay-integrated carriers provide?
eBay-integrated carriers will provide status update scans with your shipments for tracked services when uploaded to the eBay platform. Without valid tracking scans on the platform, we cannot protect you from “Item not received” claims. See the list of eBay-integrated carriers.
Will I be required to provide any other information to buyers to receive protection from “Item not received” claims filed through eBay Money Back Guarantee?
Yes. You’ll be required to upload tracking numbers to eBay that show the following information:
- A delivery status of “delivered”
- Date of delivery
- Shipping address matching the address on the order
- Signature confirmation for items that cost CAD $750 or more
How can I provide proof that an item is shipped?
You will need to use a tracked service from a carrier that is integrated with eBay to provide regular shipment scans. You must also upload the tracking number to eBay, and show the following information:
- A shipment status of “accepted,” “in transit,” or “delivered”
- Shipping address matching the address on the order
I sell low value items and hence using tracked shipping services is not economically viable. Will I still be required to use a shipping service from an eBay-integrated carrier?
You can still choose to use untracked or non-integrated services to ship items on eBay. However, if an “Item not received” claim is opened, we will only be able to protect you if the item was shipped with a tracked service that provides eBay with regular shipping scans.
If I uploaded tracking but the first scan from the carrier surfaced later than 3 business days after the case was filed, will I be protected?
If the first scan from the carrier surfaces late, and the claim has already been decided, you will not be protected. For this reason, we recommended that you refund your buyer if you forgot to ship the item initially.
I also list on eBay.com. Do I have to provide a return address in the US?
You’re not mandated to provide a return address in the US. However, if you do not have a US return address and you receive a return request for an item because it is not as described in the listing, then you will have 3 business days to accept the return and provide the buyer with the means to return the item. Otherwise, we may refund the buyer and seek reimbursement from you without requiring the item to be shipped back. This is to ensure speedy resolution of returns claims.
Can I provide a tracking number through member-to-member messages and still be protected from losing an “Item not received” claim?
No. In order to be protected, tracking must be uploaded and cannot be sent through member-to-member messages. Learn how to upload tracking.
What kind of response am I required to give for a return request during the Seller Make It Right window?
We recommend that you accept the request, if eBay hasn’t already done so, and ensure the buyer has access to a return label. If the buyer included questions in the request, please be sure to respond to those as well. Also, in situations where you feel the buyer may be violating eBay’s policies, you can respond to the return by reporting the buyer to eBay.
If a buyer abandons a return, will I need to contact customer support to get feedback protection?
No. If we determine the buyer has abandoned the return, we will close the request for you and remove any negative feedback you may receive from the buyer.
What is considered acceptable means to return an item?
Whenever possible, we recommend you upload a return label directly to the return request. If you’re not able to provide a prepaid label, you can send funds to the buyer to return the item and ask the buyer upload tracking after purchasing the return label. Learn how to upload a return label.
How do I know if I have previously blocked a buyer?
You can conclude the buyer is the same person you previously blocked if:
- The new buyer account shows the same name or address as the previous buyer account
- The buyer is bidding on or buying from the same listings while engaging in the same abusive activity
How do I cancel a transaction initiated by a buyer I previously blocked?
If you want to cancel a transaction initiated by a buyer you previously blocked, go to Sold under My eBay, select the item you’d like to cancel, and click Cancel order under the More actions dropdown menu. Simply cancel the transaction using the reason, “Something is wrong with the buyer’s shipping address.”
How can I ensure that I receive feedback and defect protections?
Please visit Help and Contact us and Request Assistance to have your feedback removed or appeal your defect.
Additional protections overview
Additional seller protections benefits for Top Rated Sellers
We protect all sellers from abusive buying behavior and from events outside their control. Your track record matters on eBay, and we’ll support you when you deliver on your service promise and provide a good buying experience.
Starting April 1, 2020, Top Rated Sellers who reside in Canada and list on eBay.ca or eBay.com will receive additional protections benefits when they offer 30-day-or-longer returns. They are eligible for a shipping label credit for false “item not as described” claims, and they can protect themselves by deducting up to 50% from refunds for decreased value on used or damaged returns.
Return shipping label credit for false “item not as described” claims
If you are a Top Rated Seller and a buyer falsely claims an item was “not as described,” we’ll protect you on eligible transactions. If a buyer falsely claims an item was “not as described,” we’ll reimburse your return shipping label cost up to $8 per return on eBay.ca and $6 per return on eBay.com. You’ll receive the return shipping label credit on your monthly invoice. We’ll also automatically remove any negative and neutral feedback, defects, and open cases in service metrics.
Up to 50% refund deduction for decreased value on used or damaged returns
When you issue a refund for an item that was returned after it was used or damaged by a buyer, and you have a track record of delivering on your service promise, we’ll give you the ability to protect yourself. Top Rated Sellers can deduct up to 50% of the refund to recover the decreased value of the item. If there are any issues with buyers that may negatively impact you, we’ll take care of them by removing any negative and neutral feedback, defects, and open cases in service metrics.
Additional protections FAQs
If I am not a Top Rated Seller, how does eBay protect me?
When you deliver on your service promise to provide a great buying experience, you are protected from abusive buying activity and events outside your control. Protections include removing feedback, defects and open claims from Service Metrics. Learn more about the many ways we protect you.
Why do Top Rated Sellers receive additional protections?
When things go wrong, your track record matters. Top Rated Sellers consistently deliver great buyer experiences and meet the highest standards for selling on eBay. This track record of delivering great buyer experiences allows us to deliver a higher level of protections.
How can I qualify as a Top Rated Seller?
To become a Top Rated Seller, you must satisfy these requirements:
- Have an eBay account that’s been active for at least 90 days
- Have at least 100 transactions and $1,000 in sales with Global and/or US buyers over the past 12 months
- Comply with eBay’s selling practices policy
- Meet the requirements for transaction defect rate, cases closed without seller resolution and late shipment rate
Once you meet these requirements, we automatically upgrade you to the Top Rated Seller status at your next evaluation. Learn more about our seller requirements.
What should I do if I receive a false “item not as described” claim?
Top Rated Sellers who offer 30-day-or-longer returns will receive a return shipping label subsidy for “item not as described” claims on eligible transactions. If a buyer makes a false claim, please accept the return and report the buyer to us. You will receive a shipping label credit to your monthly invoice and we will automatically remove any negative and neutral feedback, defects, and open cases in service metrics.
What should I do if I receive a return that was used and/or damaged?
Top Rated Sellers who offer 30-day-or-longer returns can deduct up to 50% from the refund for the lost value of the item that has been returned after it has been used or damaged. We will take care of any issues with the buyer, including removing any negative and neutral feedback, defects, and open cases in service metrics.
Can sellers lose their protections?
We will not protect sellers who:
- Take a transaction off eBay
- Fulfill sales through retailers or marketplaces
- Misrepresent the location of their item
- Are rated ‘Very high’ in their Service metrics dashboard
- Misuse protections, such as:
- Filing excessive reports for false “item not as described” returns
- Giving partial refunds to buyers in cases that do not qualify
- Withholding too high of a dollar amount for a partial refund. We monitor and investigate patterns that are not typical
How will I know I am protected?
You will receive a monthly email detailing the protections you receive and steps you can take to increase your protections.