|eBay Buyer Protection - Dispute Resolution Process
Important Updates for Cross Border Sellers and Buyers
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|eBay is introducing an updated and expanded Buyer Protection for when buyers claim an item was not received or the item they received was different than described in the listing.
The expanded eBay Buyer Protection is designed to:
The eBay Buyer Protection brings about a new process intended to be a process that is more efficient, with fewer steps and a quicker time frame. It also manages the interaction between buyers and sellers differently. In the new process, direct communication between buyers and sellers will continue to be strongly encouraged. However, in the event this doesn't work, buyers and sellers will also have the option to contact eBay. We'll be taking a more active role in ensuring transaction problems are resolved.
In some cases when we determine the seller was not responsible, we may refund the buyer at our own expense.
Gradually, similar eBay Buyer Protection will be introduced on other sites of eBay. The scope of eBay Buyer Protection may vary from site to site and you are advised to review the details of the eBay Buyer Protection, the policy and process on each eBay site before you list. We will also update the information on these pages from time to time for your reference. All sellers must follow the eBay Buyer Protection on the site they list or transact.
The eBay Buyer Protection applicable to each eBay site will become the primary avenue for buyers and sellers to resolve eBay transaction issues. You can find more information on these eBay Buyer Protection Pages or from the relevant eBay site.
Failure to follow and comply with the eBay Buyer Protection may result in a range of actions including:
The New eBay Resolutions Process for eBay.com and eBay.co.uk：
This information is important if you sell on eBay.com, eBay.co.uk or if you sell or ship internationally to buyers in the US or the UK.A new eBay dispute resolutions process has been introduced for buyers who purchase on the ebay.com and ebay.co.uk sites. This process applies when buyers claim an item was not received or was not as described in the listing. The policies relating to the two sites differ in certain areas and we recommend that you familiarise yourself with both.
US eBay Buyer Protection Policy : http://pages.ebay.com/help/policies/buyer-protection.html
UK eBay Buyer Protection Policy : http://pages.ebay.co.uk/help/policies/buyer-protection.html
The new eBay resolution system for items purchased on eBay.com and eBay.co.uk will serve as the primary resource for buyers who are unable to resolve disputes with sellers, including sellers not registered on eBay.co.uk or eBay.com. As a seller who is not registered on eBay.com or eBay.co.uk, you will be notified of new eBay cases via e-mail.
If a buyer has a problem with an item they have bought from you on or through eBay.com or eBay.co.uk, then they can contact eBay if they have not been successful in resolving it directly with you. The problem may be that they did not receive the item they bought or that it was not as described in the listing. A case may then be filed (Please note that in the eBay.co.uk policy, these are “Significantly Not As Described” or SNAD cases. In the eBay.com policy, these are “item not as described” cases.). Once the case is filed, we will notify you by email.
What you as a seller need to do
You can respond to the case raised against you by logging into the site where you sold the item – ebay.com or ebay.co.uk. Log into the site where the buyer purchased the item, and follow the instructions. These instructions will be in English. If you sold the item to a buyer on ebay.co.uk, you will have 10 days to respond to the buyer before further steps are taken. If you sold the item to a buyer on ebay.com, then it will be 7 days
After the end of the 7 or 10 day period, if no response is made to the buyer or if either you or the buyer escalates the case, then eBay will review the case. We may either find in favour of you, the seller, or we may find in favour of the buyer.
Finding for the Buyer
If we find in favour of the buyer, then we will refund the buyer for the transaction. As we pay money out to the buyer where a claim is covered, we will seek to recover the money from you.
Seller Reimbursement to eBay
We require eBay sellers to comply with our resolution process. Sellers permit us to make a final decision, in our sole discretion, on any claim that a buyer files with eBay under the eBay Buyer Protection Policy. If we resolve a dispute in the buyer's favor, we will refund the buyer for the cost of the item and the original shipping, and we will require the seller to reimburse us for the refund. Without limiting the foregoing, sellers may not have to pay a reimbursement for an eBay claim if they provide the documentation (for example, Delivery Confirmation or proof that the item was as described) indicated in relevant policy and requirements. Other requirements for reimbursements from sellers:
For future claims where a determination is made against the seller, we will notify the seller and continue to charge the sellers preferred method for any reimbursements made under the eBay Buyer Protection Policy. Changing a reimbursement method will not affect eBay's use of a payment method on file for other purposes (such as payment of eBay fees). If sellers do not provide eBay with a valid reimbursement method, we may collect amounts owed using other collection mechanisms, including retaining collection agencies. We may also suspend or restrict sellers from trading on our sites until payment is made.
Consequences of non payment of Buyer Refunds to eBay
Where a seller fails to comply with the eBay Buyer Protection policy, eBay may also：
How to contact CS
If you have questions on the process or your specific case, please contact Customer Support in the usual way.
If a case is closed in the buyer's favor, a seller may appeal the decision by providing the appropriate documentation and contact Customer Support. If the decision is reversed, the seller will be refunded the reimbursement amount back to the original reimbursement method.
Below, you’ll find more information about the topics relating to this new process on eBay.co.uk and eBay.com:
Here are the principal differences between the two programs:
For "item not received" claims sellers are protected from losing a claim if they provide evidence of proof of delivery to eBay. Proof of delivery is tracking information from a shipping company that clearly displays:
Please note that for transactions taken place on eBay.com, to be eligible for this protection, sellers must post the item within 7 days of their stated handling time, and respond to the eBay resolution process in a timely manner.
For "item not as described" claims, sellers may be protected from losing a claim if they provide clear documentation that the item was described properly. For example, claims may be resolved in the seller's favor when the seller provides documentation that:
For eligible claims filed through the PayPal Resolution Centre sellers are protected from losing a claim by PayPal Seller Protection.
If you receive notification of a case filed for a transaction on the eBay.com or eBay.co.uk site, you will need to log into the relevant site, and go to the eBay Resolution Centre to manage the case. For UK, this is found at: http://resolutioncentre.ebay.co.uk/. For US, this is found at: http://resolutioncenter.ebay.com/
Chargebacks for transactions originally paid for via PayPal will continue to be shown in the PayPal Resolution Centre.
If a case is closed in the buyer's favor, a seller may appeal the decision by providing the appropriate documentation via the eBay Resolution Centre .
Hong Kong, China, Southeast Asia and Taiwan sellers can also contact our Customer Support by Email for appeal process.
If the decision is reversed by eBay on appeal, the seller will be refunded the reimbursement amount back to the original reimbursement method, however, any eBay or PayPal fees associated with the transaction will not be refunded.
If the buyer's claim is closed in your favor, you don't have to refund eBay or the buyer.
The final value fees paid to eBay as part of the original transaction will be refunded if you respond to a buyer's claim by providing the buyer with a full refund including the cost of the item and original shipping (and accepting a return in the case of "item not as described"). eBay fees will also be returned in counterfeit claims where a buyer and seller have not come to resolution.
If we resolve a dispute in the buyer's favor, and refund the buyer for the claim, the seller will be required to reimburse us for the refund. (Please see below on reimbursements "How are reimbursements payments managed under the eBay Buyer Protection?" for more information.)
Sellers with a large number of claims relative to their total sales may be at risk of violating eBay's Seller Practices policy.
Buyers can contact eBay customer support at any time with issues or questions. However, we may ask buyers to wait until a reasonable amount of time after payment has cleared before pursuing a claim. In most cases, we will look at the total of:
In cases where the seller offered overnight shipping and the buyer selected it, we will require only one day of cushion. In cases where the seller did not specify handling time or a shipping carrier, we will not accept item not received claims until after 7 days from the payment date.
In the event of a national emergency or extreme weather conditions, we may at our discretion ask buyers to wait longer.
Buyers can file item not as described claims upon receiving the item, but are encouraged to first contact the seller to resolve the issue.
Generally, buyers will have 45 days from payment to file a claim—the same as with the current PayPal dispute resolution system. Exceptions may be made based on factors such as member account information, listing information, item location, and shipping method.
If tracking shows that the item was sent within the seller's handling time window, but has not yet arrived, we may ask the buyer to wait. We also may extend the amount of time buyers should wait depending on circumstances-for example, if the item was sent using a slower shipping service, or was sent internationally.
Cross-border trade disputes will be evaluated on a case-by-case basis using all available transaction information. Cross-border sellers can also facilitate reviews of their cases by specifying in their item description that cross-border buyers are responsible for any customs duties, taxes, etc. imposed by the buyer's home country.
Sellers found at fault for an eBay Buyer Protection claim, who provide reimbursement to a buyer then lose a chargeback, may appeal the eBay Buyer Protection decision by providing evidence of the lost chargeback through the eBay resolution Centre. If the decision is reversed, the seller will be refunded the reimbursement amount back to the original reimbursement method.
Buyers who open a chargeback after receiving a refund are abusing eBay Buyer Protection and maybe subject to consequences outlined in our "Abusing eBay" policy.
Carrier transit time estimates can be wrong. Why are you using them?
The buyer has conflicting addresses between eBay and PayPal. Which one do I use?
The buyer returned a brick instead of the item. What do I do?
We respect sellers' return policies, and buyer remorse is not an acceptable justification for an item not as described case. However, if it appears based on information from the buyer and information in the item listing that the item is not as described, then the buyer must return it to the seller to qualify for a refund. The primary exception to this is that buyers who obtain a manufacturer's or law enforcement certification that the item is in fact not authentic will not be required to return the item to the seller. Instead, we may require proof of destruction of the item from the buyer. (Please refer to the eBay Buyer Protection Policy section on counterfeits for more information.)
You are required to pay eBay bills promptly. Failure to pay may result in consequences including loss of selling fees for disputed transactions, loss of PowerSeller status and associated fee discounts, selling restriction, account suspension, and referral to a collection agency.
Buyers are welcome to contact eBay for any reason. However, eBay will not permit claims when the buyer has not paid you.
There is no product linkage between eBay's resolution process and the Feedback system. As is the case today, buyers will be free to leave Feedback regardless of dispute resolution outcomes and all the current reasons for Feedback removal will still apply.
What else should I do to protect myself as a seller?
In the event eBay finds in favor of a buyer — and you haven’t already refunded the buyer — eBay will arrange for a refund of the cost of the item and postage to be sent to the buyer.
eBay will remove funds from your PayPal account to reimburse the buyer. If you have multiple cases where we refunded the buyer on your behalf, we'll charge the total amount (but your payment method will show separate line items for each reimbursement). If there are insufficient funds in your PayPal account or if PayPal is not your preferred reimbursement method, we'll ask you to provide one. Once you add one, we'll charge your payment method within 24 hours (if you have multiple cases, we'll charge each one separately) and this payment method will automatically be used for current and all future cases.
Sellers must have a valid reimbursement method on file with eBay at all times.
If you don't have a reimbursement payment method on file, or if you're unable to provide reimbursement through a valid payment method within 30 days, your debt may be sent to a collection agency. You can handle payment through the collection agency or make payment on eBay. We may also suspend or restrict your eBay account until payment is made.
Yes, you can choose to change your reimbursement payment method by contacting eBay.
We are not rolling out the new resolution system to all eBay country sites at once, so in non-US or non-UK transactions, the resolution experience will vary based on which eBay site the item was listed or was sold to. Over time, we will launch the new resolution system on other eBay sites.
In the meantime, if the listing or transaction site is not yet part of the eBay resolution process, your buyers will use the existing PayPal resolution process for that site. Please note that when listing on an eBay site (e.g. a non-US or non-UK site), by choosing the “international shipping” option and/or by making available your items to buyers on other eBay sites, you may be subject to the eBay Buyer Protection Policy and other policies that are applicable to the eBay sites where your items appear. Sellers will use the resolution process initiated by the buyer. Your resolution responsibilities and protections are as outlined on the eBay site at which the purchasing buyers purchased your item and initiate the resolution process.
Yes, all buyers who purchase on eBay.com & eBay.co.uk, who meet the eligibility requirements set out in the applicable eBay Buyer Protection Policy, can open a claim and go through the resolutions process pursuant to the eBay Buyer Protection Policy on eBay.com & eBay.co.uk.
Here are the basic principles behind how eBay manages dispute resolution between eBay, PayPal and chargebacks:
Try contacting the seller for package tracking information or a reason why delivery is delayed. If the estimated delivery date has passed and you haven't received a reply from the seller, go to the eBay Resolution Centre.
First contact the seller. The seller may be willing to offer a refund or exchange within 45 days of payment. If you're not able to work things out with the seller, you can reach eBay for support by going to the eBay Resolution Centre.
Some examples of what would be covered:
Some examples of what wouldn't be covered:
If your purchase meets the requirements above, you can contact eBay for support by opening a claim through the eBay Resolution Centre. In some cases, eBay may ask you for documents or third-party evaluations to support your claim.
If we agree your purchase is eligible, we'll reimburse you via PayPal, for the full purchase price of the item plus original shipping costs. If you're opening a claim because the item you received does not match the description, you may be asked to pay for return shipping.
Buyers without a PayPal account will be asked to create one with their eBay registered email address to claim the refund. Full details on PayPal accounts can be found in the PayPal User Agreement that applies to your PayPal account. If, in the unlikely event we are unable to send refunds to a PayPal account, we may provide refunds in another form, including a voucher redeemable for purchases on eBay. Refunds will not be made in any other manner.
You'll receive a confirmation email when you open a claim. We may contact you for more information. We may also try to reach the seller to encourage him or her to work directly with you to resolve the problem.
If you didn't receive your item:
First, try contacting the seller directly. You should receive an explanation, online tracking information, or a delivery estimate from your seller within 3 days. If the seller hasn't responded to you within that time, you can file a claim under eBay Buyer Protection, and eBay may refund you directly. The process for obtaining a refund is described in the eBay Buyer Protection Policy.
If your item was different from the listing description:
We compare your claim that the item was not as described to what was actually in the seller's eBay listing. Accordingly, sellers should describe their items clearly, accurately, and consistently. There should also be pictures clearly showing the condition of the item and any defects.
Depending on how your complaint matches what was in the listing, we may:
To cancel an open case, just login to your case through eBay Resolution Centre and select the option to "close my case" or you.
eBay Buyer Protection doesn’t cover services and certain categories of goods, false, abusive or illegitimate claims, or purchases where you have been or may be compensated by another third party. The following purchases are excluded:
Fraudulent charges to a credit card or a PayPal account are also not covered by the eBay Buyer Protection Policy. If you notice any charge on your PayPal account that you did not authorise, report this in the PayPal Resolution Centre. Fraudulent charges made through your credit card should be resolved with your credit card company.