Protections for Top Rated Sellers

Your track record matters – coverage for Top Rated Sellers

Top Rated Sellers (TRS) who reside in the US or Canada and offer 30 day or longer returns are protected on items listed on eBay.com when:

A buyer falsely claims an item was not as described If the report qualifies: We will subsidize the return shipping label cost up to $6.00 per return for any false claim filed by a buyer that an item was not as described The subsidy will be credited on your monthly invoice For transactions to be eligible you must report the buyer - opens in new window or tab Credits will be applied where we determine the buyer made a false claim

We will also automatically remove negative and neutral feedback, defects, and open cases in service metrics

An item is returned after it was used or damaged by the buyer You can deduct up to 50% from the refund to recover the lost value of the item

We will work directly with the buyer to resolve any issues associated with the item being returned, including removing any negative and neutral feedback, defects, and open cases in service metrics If we are asked to step in and help, you will no longer be able to issue a partial refund to the buyer. Learn more about refunding the buyer.

Protections for all sellers

Abusive buying activity

When we determine that a buyer has violated the abusive buyer policy, we will remove any feedback and defects posted by that buyer, including opened cases in service metrics. For abusive buyers, we may also limit the ability to file return requests on the eBay site. In serious cases or repeated abusive behavior, we may suspend the buyer's account.

You can help 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 buyer behavior that is not allowed.

An item is returned after it was used or damaged by the buyer Sellers who offer free returns are eligible for this protection You can deduct up to 50% from the refund to recover the lost value of the item

We will take care of any issues directly with the buyer for you, including removing any negative and neutral feedback, defects, and open cases in service metrics If we are asked to step in and help, you will no longer be able to issue a partial refund to the buyer. Learn more about refunding the buyer.

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 transaction and we will remove any feedback and canceled transaction defects

If the buyer doesn't pay and you file and close an unpaid item request, we will remove feedback and canceled transaction defects and you will be refunded the final value fee

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 (e.g., adding additional items or discounts). If a buyer demands a change to what you originally offered, you can choose to either cancel the order, or you can complete the transaction under the original terms. We will remove feedback and canceled transaction 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 shipped on time We automatically adjust your late shipment rate and remove feedback when: The carrier scan shows you shipped within your handling time, even if it arrives late

The carrier scan shows the item arrived by the estimated delivery, even if you shipped it late

If there is no tracking or the carrier didn't scan the shipment, it will not count as a late shipment if the buyer doesn't indicate the shipment was late Global Shipping Program When you use the Global Shipping Program, you're responsible for getting packages safely to the US shipping center. If an item is damaged or lost after reaching the shipping center, you're protected from: eBay Money Back Guarantee requests and PayPal Purchase Protection - opens in new window or tab cases when: A buyer claims an item isn't received or A buyer claims an item was damaged during shipping

cases when: Negative and neutral feedback when: You win a case alleging damage or loss The feedback comment relates to a problem with shipping

For more details, read the complete seller policies for the Global Shipping Program - opens in new window or tab. Customs and international carrier issues We adjust your late shipment rate and remove feedback when you ship internationally and the shipment receives a domestic carrier scan within your handling time.

Severe weather or carrier disruptions caused the item to arrive late We automatically adjust your late shipment rate, remove canceled transaction defects and remove feedback when: Your shipment was impacted by delivery delays caused by weather or other carrier-caused events listed on the announcement board - opens in new window or tab

The shipment receives a carrier scan within your handling time, even if the item arrives late

eBay or PayPal instructs you to hold a shipment or cancels the transaction

Other protections

Seller performance standards Fair performance evaluation To measure your overall performance accurately, we look at your performance as a whole. The transaction defect rate won't count in your seller performance status until you have transactions with defects from at least 4 different buyers within your evaluation period

You won't be subject to consequences for Service Metrics when your rate is under 1% in a specific category or if you have had fewer than 10 ‘item not as described’ or ‘item not received’ requests from unique buyers

Keep in mind that buyers don't see your defect rate Learn more about seller performance standards. eBay Top Rated Seller grace period If you are a Top Rated Seller and fall below the sales and tracking requirements for Top Rated Seller status, you may qualify for the Top Rated Seller grace period. During the Top Rated Seller grace period you retain your Top Rated Seller status and benefits, and you have two evaluation cycles to get your transaction count, sales amount, and/or tracking requirements back to minimum requirements. You're eligible for the grace period if you fall below Top Rated Seller standards due to any of the following: You have fewer than 100 transactions with US buyers over the most recent 12-month period

You have less than $1,000 in sales with US buyers over the most recent 12-month period

You've uploaded shipment tracking within your promised handling time for less than 95% (but not less than 90%) of transactions with US buyers in the last 3 months You're only eligible for the Top Rated Seller grace period when: You otherwise have a Top Rated Seller performance rating; and

You've been a Top Rated Seller for the last 3 (or more) consecutive months immediately preceding evaluation If you don't meet sales and tracking requirements and performance standards after the grace period ends, you will lose your Top Rated Seller status and benefits. Learn more about becoming a Top Rated Seller.

eBay Money Back Guarantee requests If we close an eBay Money Back Guarantee case or appeal request in your favor, we will remove feedback and defects. If a buyer reports that an item hasn't been received If you ship an item within your stated handling time, and upload tracking from one of eBay's integrated shipping carriers before the estimated delivery date, you're protected. Tracking information needs to include: A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered); The date of delivery or attempted delivery; The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the address displayed on the Order details page; and Signature confirmation, if an item has a total cost of $750 or more. If a buyer reports that an item isn't as described If the buyer submits a return request because an item isn't as described in the listing, you are protected from negative and neutral feedback if you offer free returns, accept the return, and give a refund. If a buyer doesn't ship a return In cases where we don't receive proof of shipment from your buyer while the return request is active, we will protect you by removing any negative or neutral feedback left on that transaction once the case is automatically closed. Protections for chargebacks and PayPal Purchase Protection Buyers can't use more than one resolution method to get a refund. After selecting a resolution method, a buyer is required to use that process for the duration of the resolution effort. If a buyer files a chargeback, any open eBay Money Back Guarantee request, open order cancelation, or open return request for the same transaction are immediately closed

If a buyer files a PayPal Purchase Protection case, the buyer can't open an eBay Money Back Guarantee request for the same transaction If you lose a chargeback after you reimburse eBay or the buyer, you can appeal the decision by providing evidence of the lost chargeback. Learn more about handling payment disputes.

Protections for managed payment sellers

If a buyer files a payment dispute and the transaction is eligible for protection, we'll cover the amount of the dispute, and waive the fee, if the following is true for the same transaction prior to the payment dispute being received:

When a buyer reports that they haven't received their item:

An eBay Money Back Guarantee case was found in your favor, or

You refunded your buyer, or

After the payment dispute was received, you provided proof of delivery that included all of the following: Tracking number provided by the shipping company (uploaded by the date indicated in the payment dispute notification) A delivery status of "delivered" Date of delivery Recipient's address, matching the address displayed on the order (including the city, county, zip code or international equivalent) Proof of signature confirmation if an order has a total cost (including shipping and taxes) of $750 or more, uploaded as an image while contesting the payment dispute



Or

You have validated the identity of the person picking up the item and provided proof of pickup while contesting the payment dispute, which includes all of the following:

Date of pickup

Store of delivery, matching the shipping address on the order

Order ID, item number, item title, and price paid

The customer’s signature on the pickup form

When a buyer reports that an item doesn't match the listing description:

An eBay Money Back Guarantee case was found in your favor, or

You refunded your buyer in full, or

You previously issued a partial refund for an item that was returned to you used or damaged

When a buyer reports that they don't recognize the transaction:

You provided proof of delivery that included all of the following: Tracking number provided by the shipping company (uploaded by the date indicated in the payment dispute notification) A delivery status of "delivered" Date of delivery Recipient's address, matching the address on the order (including the city, county, zip code or international equivalent) Proof of signature confirmation if an order has a total cost (including shipping and taxes) of $750 or more, uploaded as an image while contesting the payment dispute



Or

You have validated the identity of the person picking up the item and provided proof of pickup while contesting the payment dispute, which includes all of the following:

Date of pickup

Store of delivery, matching the shipping address on the order

Order ID, item number, item title, and price paid

The customer’s signature on the pickup form

Learn more about your protections when handling payment disputes.

Eligibility for protections

If you do any of the following you are not eligible for any seller protections:

Operate with a false identity

Not follow through with your service promises (such as not honoring your return policy)

Have a history of serious policy violations, such as selling counterfeits, using prohibited forms of drop shipping or taking sales off eBay

Misuse the protection, such as excessively reporting false 'Item not as described' requests or unfairly giving too low a partial refund

To be eligible for Top Rated Seller protections you must:

Be a US Top Rated Seller at the time of the protection

Reside in the US (including US territories) or Canada

Offer 30 day or longer returns

Only give partial refunds to recoup the actual lost value of the item when it is returned in a different condition than the original item

Only report buyers for opening false item not as described returns where you correctly described the item

Not be rated 'Very High' in Service metrics

See our Seller protections abuse policy for more information.

Items eligible for Top Rated Seller protections must be:

Listed on eBay.com

Eligible for eBay Money Back Guarantee

Transactions not eligible for protections

Most transactions on eBay are covered by seller protections. However, the following situations are not covered:

Items that violate eBay's prohibited and restricted items policies

Items in categories excluded from eBay Money Back Guarantee. Some examples include vehicles (see eBay Vehicle Protection - opens in new window or tab ), Real Estate, Websites & Business for Sale, Classified Ads, services, Digital Content, Intangible Goods, and some Business Equipment categories (see eBay Business Equipment Purchase Protection)

), Real Estate, Websites & Business for Sale, Classified Ads, services, Digital Content, Intangible Goods, and some Business Equipment categories (see eBay Business Equipment Purchase Protection) Items sold through Sotheby's

In-store pickup transactions refunded with store credit or as an exchange

Learn more about eBay Money Back Guarantee.

Learn more about the Seller Performance and Feedback policy.

More information: