Seller Non-Performance FAQs

Why is eBay taking action against sellers with buyer dissatisfaction?

eBay requires sellers to maintain minimum standards in buyer satisfaction. In order to maintain a safe trading environment, eBay may place selling limits on individual accounts if buyer dissatisfaction is high.Our goal is to ensure that the marketplace is a safe and reputable place for our community to buy and sell.

How is seller non-performance calculated?

We use a number of factors to evaluate buyer satisfaction. These include:

• Negative and neutral feedback
• Low detailed seller ratings (1 or 2)
• Item not received and Significantly not as described disputes

These factors are weighted based on their relative impact to subsequent buyer activity. For example, a buyer leaving a negative feedback comment is more likely to result in lower buying activity in the future than a buyer leaving a low detailed seller rating.

We recognise that each of these buyer satisfaction factors will come up from time to time as part of selling on eBay. As a result, we compare the frequency of these factors to overall selling activity to determine the seller's buyer satisfaction level.

Why was action taken against my eBay account for seller non-performance?

eBay took action on your account because you have a high level of buyer dissatisfaction. Buyer dissatisfaction may be caused by:

• Item not received
• Item significantly not as described
• Item posted late or packaged poorly
• Inadequate communication with buyer throughout the transaction

To learn how to prevent further action on your account, review the Seller Non Performance policy page and seller tips.

What can I do to improve my buyer satisfaction rate?

To improve your buyer satisfaction rate:

• Complete all open transactions.
• Review your detailed seller ratings and feedback comments to see why buyers may have been dissatisfied.
• Settle any open issues with your buyers. You can access disputes in the Resolution Centre of your PayPal account, and the Dispute Console in My eBay. This includes offering refunds when appropriate.
• File unpaid item claims for transactions that received no payment. If the buyer does not respond to the unpaid item process, any feedback they left for the transaction will be removed. You also may be entitled to eBay fee credits for the unpaid transaction.

My account has been restricted but I wasn't informed by eBay. Aren't you supposed to warn me first?

With the large number of sellers on the site, it is not possible to warn all members in advance of an action being taken. To prevent any future restrictions on your account, please review the Seller Non-Performance policy.

eBay seems to be taking action against sellers only. What about the bad buyers?

We have programs and actions to address both non-performing buyers and sellers.