When you sell on eBay, we protect you from abusive buying behaviour and from events outside your control.
This policy is effective as at 1 November 2023, except as indicated below. Some information has been updated for clarity, but our seller protections and guidelines have not changed.
Frequently Asked Questions
How am I protected from abusive buyers?
If eBay finds a buyer's behaviour abusive, we will take action on the buyer and remove negative and neutral Feedback and defects, including opened cases in service metrics.
What if something happens that is outside of my control?
We will protect you by removing negative and neutral Feedback and defects when things happen outside your control, such as weather or carrier delays, or when the item arrives late but tracking shows you sent it on time.
Protections for Above Standard and Top Rated sellers
If you're delivering on your service promises and creating good buying experiences, you'll have access to additional seller protections when listing on eBay.com.au.
To be eligible, you need to be registered in Australia and meeting eBay's seller performance standards at the time of the protection:
Your seller level is Above Standard or eBay Top Rated; and
You don't have a 'Very High' rating in any category of your service metrics
An item is returned after it was used or damaged by the buyer
If you accepted a buyer's return request 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. See refund deduction guidelines
If you deduct an amount from the buyer's refund:
We'll take care of any issues associated with the item being returned by working directly with the buyer and by removing any negative or neutral Feedback
If the buyer had requested the return because the item didn't match the listing, we won't count the return in your 'Item not as described' rate in service metrics
Ensure you issue the buyer's refund within 3 business days after receiving the returned item. You can do this through 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 deduct an amount from the buyer's refund.
If we're asked to step in after you've issued the refund, it won't be counted as a case closed without seller resolution in your seller performance metrics. We'll keep the return open for up to 10 days while we work with the buyer to resolve their concerns, and you won't need to do anything else. Learn more about refunding the buyer.
If an item is returned with significant damage or the wrong item is returned, we may be able to help.
Protections for all sellers
Abusive buying activity
When we determine that a buyer has violated the abusive buyer policy, we'll remove any associated negative or neutral Feedback and defects, including any open cases in service metrics. For abusive buyers, we may also limit their ability to request returns on eBay. In serious cases or repeated abusive behaviour, we may suspend the buyer's account.
You can assist us by reporting the buyer - opens in new window or tab and clearly describing what they are doing. This will help us investigate potential policy violations and take actions to protect you.
See the abusive buyer policy for examples of buyer behaviour that isn't allowed.
A buyer falsely claims an item was not as described
We'll give you up to AU $9.00 per transaction 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 any negative or neutral Feedback left for the transaction
The return won't be counted in your 'Not as described' rate in service metrics
Our video below has more information about how this return postage credit works:
Ensure you have completed the return and issued a refund to the buyer. You can also use the Report buyer option within the return request. If eBay steps in to help with the return at any stage, you will no longer be eligible for this protection.
A buyer retracted their bid or didn't pay
If a buyer retracts their bid and it disrupts your auction, you can choose to cancel the order and we'll remove any related negative or neutral Feedback and cancelled order defects
If the buyer doesn't pay within the time allowed and you cancel the order, we'll remove negative and neutral Feedback and cancelled order defects
To prevent unpaid items, you can require immediate payment from buyers.
A buyer demanded something not offered in the original listing
You never have to agree to any changes to the terms in your listing (for example, including additional items or giving a discount). If a buyer demands a change to what you originally offered, you can choose to cancel the order or you can complete the transaction under the original terms. We'll remove any related negative or neutral Feedback and cancelled order defects when we can see the buyer's demands in eBay Messages.
Events outside your control
An item arrived late but tracking shows that you sent it on time
We automatically adjust your late shipment rate and remove related negative or neutral Feedback when:
The carrier scan shows you sent the item within your handling time, even if it arrives late
The carrier scan shows the item arrived by the latest estimated delivery date, even if you sent it late
If the buyer doesn't indicate the shipment was late, it won't count as a late shipment even if there is no tracking or the carrier didn't scan the shipment.
Customs and international carrier issues
If you're sending an item internationally and it receives an acceptance scan within your handling time, we'll adjust your late shipment rate and remove related negative or neutral Feedback.
Severe weather, natural disaster or carrier disruptions caused the item to arrive late
We automatically adjust your late shipment rate, remove cancelled transaction defects and remove related negative and neutral Feedback when:
Your shipment was affected by delivery delays caused by weather, a natural disaster or other disruptions to carrier services. These may be listed on eBay Announcements - opens in new window or tab
The shipment receives a carrier scan within your handling time, even if the item arrives late
The shipment receives a delivery scan within the estimated delivery date range, even if you sent it late
We instruct you to hold a shipment or cancel the order
We may also extend expected delivery dates and/or remove 'Item not received' reports from service metrics when things happen that cause widespread delays, such as severe weather or carrier disruptions.
Category-specific protections
Sneakers and Handbags sold with Authenticity Guarantee
Items that display the Authenticity Guarantee badge in the listing are first sent to an authenticator who inspects the item prior to delivery to the buyer.
If the buyer reports that an item didn't arrive or didn't match the listing description after it passed authentication:
We'll automatically remove the 'Item not received' or 'Not as described' return from your service metrics
We'll automatically remove any negative or neutral Feedback left for the transaction
Car and Truck Parts & Accessories
In most vehicle parts and accessories categories, sellers can add compatibility information (also known as 'fitment') to the listing.
For items listed within the Car & Truck Parts & Accessories category, if the seller has added this information and the buyer requests a return because the item doesn't fit their vehicle:
For transactions where eBay Money Back Guarantee applies, sellers are responsible for delivering the item that was described in the listing, honouring their stated return policy, and providing a resolution when a buyer reports a problem with an order. We'll protect sellers if they have met these obligations.
The following protection was added to this policy on 11 April 2023. It is being introduced gradually and will apply to all sellers from mid-2024. Please visit eBay Announcements - opens in new window or tab for updates.
For orders up to $750, additional protections apply if you used a protected integrated carrier. If you uploaded tracking and there was at least one carrier scan before the latest estimated delivery date:
We'll automatically respond to the buyer's report
You won't be responsible for refunding the buyer
Sellers will be advised when a request is opened if it falls under this protection. Please note that from 25 March 2024, you must upload the tracking details to the order before the latest estimated delivery date for this protection to apply.
When a buyer reports that an item isn't as described
If you offered free returns in your listing, and you accept the return and issue a refund:
We'll automatically remove any negative or neutral Feedback left for the transaction
When a buyer doesn't send a return back
If we don't receive proof of shipment from your buyer while the return request is active and the request is then automatically closed:
We'll automatically remove any negative or neutral Feedback left for the transaction
When eBay is asked to step in and help
If eBay steps in on an 'Item not received' request or return request and determines that you've met your obligations to the buyer:
It won't be counted as a case closed without seller resolution
Buyers can't use more than one resolution method to get a refund. If the buyer files a chargeback or buyer protection claim with their payment provider:
We'll close any open 'Item not received' request, return or order cancellation request for that transaction
The buyer won't be able to open an eBay 'Item not received' or return request for that transaction
Protections for payment disputes
If a buyer files a payment dispute and the transaction is eligible for protection under our Payment dispute seller protections, we'll cover the amount of the dispute, waive the dispute fee, and remove negative and neutral Feedback related to the transaction.
Items that are excluded from eBay Money Back Guarantee. Some examples include vehicles, heavy machinery, real estate, Websites & Businesses for Sale, Classified Ads, Services, event tickets, digital content and intangible goods
Loss of protections
If you do any of the following, you may lose your eligibility for seller protections:
Operate with a false identity
Fail to follow through with your service promises (such as not honouring your return policy)
Have a history of serious policy violations, such as selling counterfeits, using prohibited forms of third-party fulfilment or taking sales off eBay
Abuse or fraudulently use the seller protections – for example, you have a history of:
Reporting false 'Item not as described' requests when you had not described the item correctly
Unfairly deducting too much from the buyer's refund. This protection should only be used to recoup the actual lost value of the item when it is returned in a different condition than the original item
If eBay steps in to help with a return or item not received request:
You'll no longer be able to deduct an amount from the buyer's refund when an item is returned used or damaged by the buyer
If we determine that you're responsible for refunding the buyer, we won't remove negative and neutral Feedback and it will count as a "case closed without seller resolution"
