The expanded eBay Buyer Protection is designed to:

• Help buyers and sellers resolve disputes in fewer steps, and provide buyers with a more familiar ecommerce resolution experience.
• Offer an option to contact eBay if buyers and sellers can't reach resolution themselves. We'll take a more active role in ensuring transaction problems are resolved.
• Keep most of the same definitions and policies that PayPal uses to resolve "item not received" and "item not as described" disputes.

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:

• A decision may be made by eBay against you in respect of a claim. In that case, eBay may refund the buyer for an eligible claim and require sellers to reimburse eBay for the refund
• Restriction or suspension of your account
• Limit on account privileges
• Loss of PowerSeller or Top-rated Seller status and associated fee discounts
  
  

What are the differences between eBay Buyer Protection and PayPal Buyer Protection?

Here are the principal differences between the two programs:

• The timing is different. On eBay, the seller has seven days (on eBay US) or ten days (on eBay UK) to respond to a buyer's claim. On PayPal the seller has longer to respond.
• eBay Buyer Protection covers all acceptable eBay payments, not just PayPal.
• In the event eBay finds a seller at fault for a claim, and the seller has not already refunded the buyer, eBay will reimburse the buyer and request the seller to reimburse e Bay for the amount of the reimbursement through PayPal.

How sellers are protected from a losing a claim?

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:

1. the delivery status of the item as "delivered,"
2. the date of delivery (which reflects the seller shipped within stated handling time)
3. the recipient's address, displaying at least the city/state or ZIP code (or the equivalent) of the address listed in either the eBay order details page or the PayPal transaction details page, and
4. for items $250 USD (or local currency equivalent) or more, proof of the recipient's signature to confirm delivery is required.

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:

1. the buyer complains that the item is used, not new, and the listing clearly describes the item as used, or
2. a defect in the item was correctly described by the seller, or
3. the item was properly described, but the buyer didn't want it after they received it, or
4. the item was properly described but did not meet buyers' expectations, or
5. the item has minor scratches and was listed as used condition.

For eligible claims filed through the PayPal Resolution Centre sellers are protected from losing a claim by PayPal Seller Protection.

Please click here for more details on Proof of Delivery and Proof of Shipment.

Can I appeal an eBay Buyer Protection decision?

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.

What if my appeal is successful?

If the decision is reversed by eBay on appeal, the seller will be refunded the reimbursement amount back to the original reimbursement method.

Will I be charged if eBay closes a claim on my behalf?

If the buyer's claim is closed in your favor, you don't have to refund eBay or the buyer.

What happens to eBay selling fees for disputed transactions?

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.

What happens if the buyer's claim is closed in the buyer's favor?

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.

If the buyer alleged that the item you sold was not authentic and that claim was resolved in the buyer's favor, eBay may impose sanctions on you, up to and including suspension of your account. See "What happens if a buyer believes an item is counterfeit?" in the US eBay Buyer Protection Policy for more details.

How much time do buyers have to wait before filing a claim?

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:

• The seller's stated handling time prior to shipment
• Estimated transit time based on the type of shipping and the destination of the item, allowing for customs clearance if the item was sent internationally
• Plus an extra cushion of three days in most cases, to accommodate shipping variability

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 (on eBay US) or 10 days (on eBay UK) 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.

Is there a time limit for a buyer to place a claim?

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.

What if the item is still in transit when the buyer claims the item was not received?

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.

What if the item is stuck in customs because the buyer won't pay the import fees?

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.

What if eBay refunds my buyer, I repay eBay for the refund, and then I get a chargeback from the buyer?

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?

We rely on carriers' own transit time estimates as the best indication of how long the item will take for delivery. In most cases we add a cushion of at least three days after the expected handling plus shipping time to adjust for this. We may lengthen this period based on the type of shipping used by the seller and the location of the buyer. We recognise that transit times in cross-border transactions may be considerably longer.

The buyer has conflicting addresses between eBay and PayPal. Which one do I use?

If there is a conflict between addresses listed on the PayPal "transaction details" page and the eBay "view order details" page, we'll consider sellers to have met their shipping obligations under eBay Buyer Protection if they choose either address.

The buyer returned a brick instead of the item. What do I do?

If the buyer returns a different item, or the same item but in worse condition, the seller should appeal to eBay immediately. We will review the case, and if we find in the seller's favor we will repay the seller any funds we have reversed from their account and record the incident on the buyer's record. If a pattern emerges, we will take action against the buyer for fraud. We also track the number of times a seller claims this happens, to monitor for potential abuse.

When does an item "not as described" claim become a "forced return" for sellers?

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.)

I object to this resolution case. What are the consequences for not repaying eBay for the amount of the transaction?

You are required to reimburse eBay promptly on receipt of our email request. 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 and account suspension.

What should I do to make sure my buyers are satisfied?

• Follow all eBay policies.
• Write detailed listing descriptions with accurate item condition such as used, new, or refurbished. Clearly describe any flaws.
• Include multiple pictures of an item in your listings, especially if there are flaws.
• Ship with a carrier that provides shipping and/or delivery confirmation.
• Upload item tracking information to My eBay. If you print labels with PayPal or eBay, the tracking information is uploaded automatically.
• When an item has shipped, mark it as shipped in My eBay.
• Communicate with your buyers - most issues can be resolved this way.

What can I do to make sure this process runs smoothly?

• Send the item to the shipping address on the "Order Details" page.
• Always ship within your stated handling time.
• If you accept pre-orders or sell made-to-order goods, clearly specify the expected delivery time and be sure to ship within that delivery time.
• Reply promptly - within 3 days - to eBay's requests for documentation and other information including proof of delivery.

What if the buyer never paid for the item? Can they still call eBay with a dispute?

Buyers are welcome to contact eBay for any reason. However, eBay will not permit claims when the buyer has not paid you.

Will the buyer be able to leave negative Feedback on a transaction if I successfully appeal a dispute?

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.

How are reimbursements payments managed under the eBay Buyer Protection?

In the event eBay finds you at fault for a buyer's claim—and you haven't already refunded the buyer—eBay will refund the cost of the item and shipping to the buyer. eBay will seek to recover the amount of the refund from the seller. Please follow instructions contained in the messages from eBay which may be sent to your eBay or PayPal email addresses closely and timely settle payment to eBay.

I received an email request from eBay for reimbursement through PayPal. What shall I do?

You should follow the link in the email request and reimburse eBay through PayPal. Steps are as follows:

• Open your email, read the content and sum due, and see the PayPal payment button;
• Click the payment button in the email;
• Log in to the secure PayPal payment page;
• Review the details of your invoice;
• Click Pay.

You can also log into your PayPal account to pay eBay at its PayPal email address claims@ebay.com (for transactions on eBay.com) or claims@ebay.co.uk (for transactions on eBay.co.uk).

If you have any question about reimbursement or dispute resolution, please contact us.

What resolution experience do cross-border sellers see?

We are not rolling out the new resolution system to all eBay country sites at once, so in non-US transactions, the resolution experience will vary based on which eBay site the item was listed. Over time, we will launch the new resolution system on other eBay sites.

In the meantime, if the listing site is not yet part of the eBay resolution process, your buyers will use the existing PayPal resolution process for that site. 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.

I am not an US/UK buyer, is my purchase on eBay.com & eBay.co.uk covered?

Yes, all buyers who purchase on eBay.com & eBay.co.uk can open a claim and go through the resolutions process pursuant to the eBay Buyer Protection Policy on eBay.com & eBay.co.uk.

Can I still open a claim after initiating a dispute on PayPal?

No. In filing a claim pursuant to eBay Buyer Protection, you must not have initiated another form of resolution processing, including a credit card chargeback (if you paid by credit card) or a PayPal Buyer Protection claim (if you paid by PayPal).

How do the eBay and PayPal resolution systems interact?

The eBay Resolution process is the primary avenue for settling issues with on-eBay transactions. However, buyers will still have the option to continue with the PayPal system instead, similar to how they would be able to file a chargeback if they paid using a credit card. Once a buyer selects a system—eBay or PayPal—they are required to use that system for the duration of the case.

Here are the basic principles behind how eBay manages dispute resolution between eBay, PayPal and chargebacks:

• eBay Resolution is the primary avenue for settling issues with eBay transactions
• In the event a case is re-reviewed, there can be no double consequences for sellers, and no double refunds for buyers
• Chargebacks override all other disputes

I didn't receive my item. When should I contact eBay?

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.

The item I received is wrong, damaged, or different from the seller's description. When should I contact eBay?

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.

I'm not sure if my item qualifies as wrong, damaged, or "different from the seller's description."

Some examples of what would be covered:

• You received a completely different item. For example, you purchased a book and received a DVD.
• The condition of the item is wrong. For example, the listing said "new" and the item has clearly been used.
• The item is missing parts or components (e.g., camera kit was supposed to include a tripod, but you didn't receive it.)
• Item defective during first use: The first time you tried to use the product, it didn't work (e.g., HDTV did not turn on).
• The item is a different version or edition than the item displayed in the listing.
• The item was described as authentic but isn't.
• The item is missing major parts or features, and this was not disclosed in the listing.
• You purchased three items from a seller but only received two.
• The item was damaged during shipment.

Some examples of what wouldn't be covered:

• The defect in the item was correctly described by the seller.
• The item was accurately described but you didn't want it after you received it.
• The item was accurately described but didn't meet your expectations.
• The item has minor scratches and was listed as used.
• You filed a claim due to buyer remorse rather than due to a genuine dispute.

How do I contact eBay for support?

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.

How much of my purchase is covered?

If we agree your purchase is eligible, we'll reimburse you via PayPal (as described above), 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.

What if I do not have a PayPal account to receive reimbursements from eBay?

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.

What happens after I open a claim?

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:
• Tell you that the item was described clearly, accurately, and dismiss the claim
• Accept the claim and ask you to return the item to the seller. Once the item is returned, we will provide a refund.
• Accept the claim, but not require you to return the item to the seller (for example, if you obtain manufacturer's or law enforcement certification that the item was in fact not authentic). In these cases, eBay will refund you directly.


How do I cancel an open case?

To cancel an open case, just login to your case through eBay Resolution Centre and select the option to "close my case" or you.

What purchases are excluded from eBay Buyer Protection?

The eBay Buyer Protection Policy doesn't cover services and some kinds of goods; false, abusive or illegitimate claims, or purchases where you have been or may be compensated by a third party. The following purchases are excluded:

• Items that violate our prohibited or restricted items policy.
• Items eligible for protection under eBay's Business Equipment Purchase Protection and eBay's Vehicle Purchase Protection.
• Items listed or that should be listed (under our listing policy) in these categories:
  • Specialty Services
  • Real Estate