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Benefit from our enhanced protection for sellers
Dear sellers,
we know that protecting your business is important to you, especially when you offer your customers excellent service. Some time ago, we introduced measures to protect you, which we would like to remind you of once again.
Enhanced protection for sellers with Top Rated status and “Above Standard” service status
- Partial refunds for returned items
- If items are returned in used or damaged condition, you can refund part of the purchase price. The amount of your refunds should be based on the condition of the returned item – you can deduct up to 50% of the refund amount for loss in value of an item. More info in the Seller Portal
- We remove ratings, defects, and cases from service metrics and take care of all open issues with your buyers.
- Credit for cases where the item was allegedly "Not as described"
If, after a purchase, someone falsely claims that the item differs from the description, and you reported the buyer via the "Report buyer" button and this report was accepted by eBay,
- the return shipping costs of up to €3.50 will be credited to you with your next invoice.
- In addition, negative or neutral ratings, defects, and open cases will be removed from your service metrics.
Other measures to protect business sellers
- Events beyond your control
For events beyond your control, such as bad weather or disruptions to shipping services that lead to delays in item delivery, we automatically adjust your late shipment rate and remove negative ratings and relevant defects. More info in the Seller Portal
- Abusive behavior by buyers
You can report abusive behavior by buyers during the return process and with the help of our “Resolve a problem” tool. To do so, click the "Report buyer" button. Learn more on our help page Resolving problems.
- Buyer protection cases decided in your favor If an eBay buyer protection case or an appeal against a decision is decided in favor of the seller, we remove all ratings and defects. More info in the Seller Portal
Please also read our Seller Protection Policy.
Thank you for your trust and for selling on eBay.
Best regards
Your eBay Team
