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Seller protection | UK Seller Centre
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Learn about these measures in the UK Seller Centre."/><meta name="image" property="og:image" content="https://ir.ebaystatic.com/cr/v/c1/ebay-logo-1-1200x630-margin.png"/><link rel="stylesheet" type="text/css" href="https://ir.ebaystatic.com/rs/v/sqqlxav1dm52fggfeyluxafpamb.css?proc=DU:N"/><link rel="stylesheet" type="text/css" href="https://ir.ebaystatic.com/rs/c/slrcenter/vendor.0d763575fd10583c61c7.css"/><link rel="stylesheet" type="text/css" href="https://ir.ebaystatic.com/rs/c/slrcenter/page.0d763575fd10583c61c7.css"/><script>window._ERS_PATH="https://ir.ebaystatic.com/rs/c/slrcenter/"</script><script>window.__APP_INITIAL_STATE__ = 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And they’re backed by large-scale, automated detection systems that monitor millions of transactions every day.\u003c/p>\n\u003cp>We may automatically remove negative or neutral Feedback when:\u003c/p>\n\u003cul>\n\u003cli>We know that a buyer consistently leaves neutral or negative Feedback that is inconsistent with a seller’s overall performance. \u003c/li>\n\u003cli>We identify that a buyer is trying to get an unauthorised refund or avoid paying for a return. \u003c/li>\n\u003cli>We stop suspended buyers from returning by identifying linked accounts or aliases.\u003c/li>\n\u003c/ul>","subtext_html":"","anchor_b":"true","anchorSecTitle_b":"false","padding_s":"default"},{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","type":"/component/text","objectGroupId":"cf1b","objectId":"cf1b2f8a-3a37-02a4-2067-d3ce96b7e726","colourGroup_s":"default","targeting_s":"c2c","title_t":"How the eBay Money Back Guarantee protects sellers","subTitle_t":"","internal-name":"C2C Text - How the eBay Money Back Guarantee prote","file-name":"cf1b2f8a-3a37-02a4-2067-d3ce96b7e726.xml","text_html":"\u003cp>The eBay Money Back Guarantee is designed to allow buyers to make purchases with confidence.\u003c/p>\n\u003cp>It also protects sellers in the following ways:\u003c/p>\n\u003cul>\n\u003cli>If a buyer opens a case and you refund them within 3 business days, we will refund your final value fee for the transaction.\u003c/li>\n\u003cli>Buyers are always encouraged to contact the seller before filing a case. If you’re not able to resolve the issue, you can ask us to step in and help.\u003c/li>\n\u003c/ul>\n\u003cp>In addition, we automatically remove defects, adjust the seller's \u003ca href=\"https://www.ebay.co.uk/help/selling/listings/creating-managing-listings/revising-listing?id=4080\" target=\"_blank\" rel=\"noopener\">Late delivery rate\u003c/a> and remove Feedback when we close an eBay Money Back Guarantee case or appeal request in favour of the seller.\u003c/p>","subtext_html":"","anchor_b":"true","anchorSecTitle_b":"false","padding_s":"default"},{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","type":"/component/text","objectGroupId":"c98d","objectId":"c98db6bc-2a22-26fd-a93f-b9805fdb2302","title_t":"Customer service","subTitle_t":"","internal-name":"C2C Text - Customer service","colourGroup_s":"white","targeting_s":"c2c","file-name":"c98db6bc-2a22-26fd-a93f-b9805fdb2302.xml","text_html":"\u003cp>Our customer service team is on-hand to help. If you have a problem with a buyer that you’re not able to resolve, you can get assistance via online chat or phone.\u003c/p>\n\u003cp>\u003ca href=\"http://ocs.ebay.co.uk/ws/eBayISAPI.dll?ContactCS\" target=\"_blank\" rel=\"noopener\">Contact our customer service team\u003c/a>\u003c/p>\n\u003cp>If you feel that a buyer has violated our \u003ca href=\"https://www.ebay.co.uk/help/selling/business-policies/business-policies?id=4212\" target=\"_blank\" rel=\"noopener\">rules and policies\u003c/a>, \u003ca href=\"http://spd.ebay.co.uk/RBASellerHub\" target=\"_blank\" rel=\"noopener\">let us know\u003c/a>. It only takes a minute and will help us monitor buyer activity, which helps protect you as well as the rest of the selling community.\u003c/p>","subtext_html":"","anchor_b":"true","anchorSecTitle_b":"false","padding_s":"default"},{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","type":"/component/text","objectGroupId":"48c3","objectId":"48c37129-0304-c08b-e5d5-1e4226f643a7","title_t":"","subTitle_t":"","internal-name":"Text - Intro","colourGroup_s":"default","colourPalette_s":"default","targeting_s":"b2c","file-name":"48c37129-0304-c08b-e5d5-1e4226f643a7.xml","text_html":"\u003cp>We know that protection is important to you when selling online and when you deliver on your service promises. We’ll protect you from abusive buyer behavior and from events outside your control. Every month, we take action to protect all sellers against abusive buyers in the UK.\u003c/p>\n\u003cp>To help us provide comprehensive seller protections, we ask that sellers:\u003c/p>\n\u003cul>\n\u003cli>Honour all of their service promises\u003cbr />\u003cbr />\u003c/li>\n\u003cli>Report abusive activity so we can take action to protect you and other sellers\u003cbr />\u003cbr />\u003c/li>\n\u003cli>Remain courteous and professional when dealing with buyers\u003c/li>\n\u003c/ul>","subtext_html":""},{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","type":"/component/text","objectGroupId":"a6db","objectId":"a6db33a1-e9ac-2131-34c9-f51c120206d1","title_t":" Abusive buyer detection, enforcement and protection","subTitle_t":"","internal-name":"Text - Abusive buyer detection, enforcement","colourGroup_s":"white","targeting_s":"b2c","file-name":"a6db33a1-e9ac-2131-34c9-f51c120206d1.xml","text_html":"\u003cul>\n\u003cli>eBay has a robust abusive buyer policy that allows us to take action on abusive buyers. Read it \u003ca href=\"https://www.ebay.com/help/policies/rules-policies-buyers/buying-practices-policy?id=4374\" target=\"_blank\" rel=\"noopener\">here\u003c/a>\u003c/li>\n\u003cli>You’ll find the \u003ca href=\"https://www.ebay.co.uk/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084\" target=\"_blank\" rel=\"noopener\">Report a Buyer\u003c/a> function in both the returns flow and the Resolutions centre\u003c/li>\n\u003cli>When we find that a buyer is abusive we'll warn them, we won’t facilitate them sending returns, or we can suspend their account\u003c/li>\n\u003cli>We’ll automatically remove feedback and defects when we find a buyer has violated our policy\u003c/li>\n\u003cli>Feedback and defects are removed when you cancel a transaction because a buyer demands something not offered in the original listing\u003c/li>\n\u003cli>We’ll also remove feedback and defects when a buyer retracts their bid or doesn’t pay\u003c/li>\n\u003c/ul>\n\u003cp>\u003cbr />\u003c/p>","subtext_html":"","anchor_b":"true","anchorSecTitle_b":"false","padding_s":"default"},{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","type":"/component/text","objectGroupId":"ae55","objectId":"ae55ebf1-2e85-d2a6-26d0-a395751047ae","title_t":" Postage and delivery protections","subTitle_t":"","internal-name":"Text - Postage and delivery protections","colourGroup_s":"white","targeting_s":"b2c","text_html":"\u003cul>\n\u003cli>Quicker automatic feedback and defect removal when an item arrives late but tracking shows you shipped on time\u003c/li>\n\u003cli>Feedback and defects are also removed when severe weather or carrier disruptions causes the item to arrive late \u003cbr />\u003cbr />\u003c/li>\n\u003c/ul>\n\u003ch4>What do you need to do to get this protection?\u003c/h4>\n\u003cul>\n\u003cli>Use trackable and valid shipping methods. Find full details \u003ca href=\"https://www.ebay.co.uk/help/selling/shipping-items/setting-postage-options?id=4089\" target=\"_blank\" rel=\"noopener\">here\u003c/a>\u003c/li>\n\u003c/ul>","subtext_html":"","file-name":"ae55ebf1-2e85-d2a6-26d0-a395751047ae.xml","anchor_b":"true","anchorSecTitle_b":"false","padding_s":"default"},{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","type":"/component/text","objectGroupId":"56a1","objectId":"56a141f2-4b00-ae5c-4eb1-f2b7148138f7","title_t":"Seller Protection for returns (used items or damaged by the buyer)","subTitle_t":"","internal-name":"Text - Seller Protection for returns","colourGroup_s":"white","targeting_s":"b2c","file-name":"56a141f2-4b00-ae5c-4eb1-f2b7148138f7.xml","text_html":"\u003cul>\n\u003cli>Give refunds based on the condition of the returned item — you can deduct up to 50% from the refund for lost value. Learn more \u003ca href=\"https://www.ebay.co.uk/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115\" target=\"_blank\" rel=\"noopener\">here\u003c/a>\u003c/li>\n\u003cli>We’ll remove feedback, defects, open cases in our service metrics and we’ll take care of any remaining issues with the buyer\u003c/li>\n\u003cli>For more details, visit our dedicated \u003ca href=\"https://www.ebay.co.uk/help/policies/selling-policies/seller-protections?id=4345\" target=\"_blank\" rel=\"noopener\">help page\u003c/a>\u003c/li>\n\u003c/ul>","subtext_html":"","anchor_b":"true","anchorSecTitle_b":"false","padding_s":"default"},{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","type":"/component/text","objectGroupId":"cc0b","objectId":"cc0bd798-7f75-a24c-ba3e-7141d377b5f2","title_t":" Protection if a buyer doesn’t pay","subTitle_t":"","internal-name":"Text - Protection if a buyer doesn’t pay","file-name":"cc0bd798-7f75-a24c-ba3e-7141d377b5f2.xml","colourGroup_s":"white","targeting_s":"b2c","text_html":"\u003cp>If buyers don’t pay straight away, it could just be that they are inexperienced or are having problems with their payment system. Our detection methods help us identify high-risk buyers who might be bidding on, or purchasing several similar items at once. If this happens, we’ll take action before the transaction takes place.\u003c/p>\n\u003cul>\n\u003cli>We identify buyers that haven’t paid so we can automatically remove any negative or neutral feedback\u003c/li>\n\u003cli>When an unpaid item case is closed without payment, we’ll block the buyer from leaving feedback and take action on their account\u003c/li>\n\u003cli>You can use our \u003ca href=\"https://www.ebay.co.uk/Cancel/Preference/UnpaidPurchase\" target=\"_blank\" rel=\"noopener\">Unpaid item assistant\u003c/a> to automate the opening and closing unpaid item cases in our Resolution Centre\u003c/li>\n\u003c/ul>\n\u003cp>Read our guide to \u003ca href=\"https://www.ebay.co.uk/help/selling/resolving-buyer-issues/resolving-buyer-issues?id=4076\" target=\"_blank\" rel=\"noopener\">Avoiding buyer issues\u003c/a> for more guidance on what to do if a buyer doesn’t pay\u003c/p>","subtext_html":"","padding_s":"default","anchor_b":"true","anchorSecTitle_b":"false"},{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","type":"/component/text","objectGroupId":"1804","objectId":"180421b0-4aca-9cd9-8c88-6e21020c6785","title_t":"Automatic protection against high-risk buyers","subTitle_t":"","internal-name":"Text - Automatic protection against risky buyers","colourGroup_s":"white","targeting_s":"b2c","file-name":"180421b0-4aca-9cd9-8c88-6e21020c6785.xml","text_html":"\u003cp>\u003cspan style=\"color: #333333; font-family: Arial;\">\u003cspan style=\"font-size: 14px; white-space: pre-wrap;\">We take your safety as a seller seriously and work to protect you from high-risk buyers. We can automatically remove \u003ca href=\"https://www.ebay.co.uk/help/selling/leaving-feedback-buyers/disputing-feedback-received?id=4102\" target=\"_blank\" rel=\"noopener\">negative or neutral feedback\u003c/a> when the buyer is in violation of the Abusive Buyer policy.\u003c/span>\u003c/span>\u003cbr />\u003c/p>","subtext_html":"","anchor_b":"true","anchorSecTitle_b":"false","padding_s":"default"},{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","type":"/component/text","objectGroupId":"d251","objectId":"d251b066-0e12-1143-6e53-aecd2cbc6bfb","title_t":"How the eBay Money Back Guarantee protects sellers","subTitle_t":"","internal-name":"Text - How the eBay Money Back Guarantee protects","colourGroup_s":"white","targeting_s":"b2c","file-name":"d251b066-0e12-1143-6e53-aecd2cbc6bfb.xml","text_html":"\u003cp>We know that trust is important to sellers and buyers, and the eBay Money Back Guarantee means you won’t lose a potential buyer because someone else let them down in the past.\u003c/p>\n\u003cp>The eBay Money Back Guarantee also protects sellers:\u003c/p>\n\u003cul>\n\u003cli>If you refund a buyer or resolve an issue within 3 business days of the buyer opening a request, we’ll refund your final value fee. Find more information \u003ca href=\"https://www.ebay.co.uk/help/selling/fees-credits-invoices/fee-credits?id=4128\" target=\"_blank\" rel=\"noopener\">here\u003c/a>.\u003c/li>\n\u003cli>Buyers must contact the seller and give them 3 business days to provide a solution before they can escalate their case to eBay. Sellers also have the option to ask us to step in and make a decision.\u003c/li>\n\u003cli>A full refund or an accepted partial refund will close the request immediately. The buyer can also close their request at any point.\u003c/li>\n\u003cli>In addition, we automatically remove defects, adjust the seller's \u003ca href=\"https://www.ebay.co.uk/help/selling/listings/creating-managing-listings/revising-listing?id=4080\">Late delivery rate\u003c/a> and remove feedback when we close an eBay Money Back Guarantee case or appeal request in their favour.\u003c/li>\n\u003c/ul>","subtext_html":"","anchor_b":"true","anchorSecTitle_b":"false","padding_s":"default"},{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","type":"/component/accordion","objectGroupId":"5800","objectId":"5800ca4c-a3a2-64ba-978e-dea6f748fb33","title_t":"FAQ","subtitle_t":"","internal-name":"Accordion - FAQ","anchor_b":"true","colourGroup_s":"default","layout_s":"","padding_s":"default","targeting_s":"","file-name":"5800ca4c-a3a2-64ba-978e-dea6f748fb33.xml","accordionList_o":[{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","title_t":"What is an abusive buyer?","text_html":"\u003cp>Examples of abusive buyer behaviour include:\u003c/p>\n\u003cul>\n\u003cli>A buyer who falsely claims an item was not as described or wasn’t received\u003c/li>\n\u003cli>A buyer who returns an item after it was used, damaged or missing parts\u003c/li>\n\u003cli>A buyer who retracts their bid or doesn’t pay\u003c/li>\n\u003cli>A buyer who changes their order, requests a discount or something extra\u003c/li>\n\u003cli>A buyer who asks the seller to take the sale off eBay\u003c/li>\n\u003cli>A buyer who sends the seller threatening or abusive messaging\u003c/li>\n\u003c/ul>\n\u003cp>Read our full policy details \u003ca href=\"https://www.ebay.co.uk/help/policies/rules-policies-buyers/abusive-buyer-policy?id=4374\" target=\"_blank\" rel=\"noopener\">here\u003c/a>\u003c/p>"},{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","title_t":"Which kind of events are outside my control?","text_html":"\u003cp>Examples of events outside your control include:\u003c/p>\n\u003cul>\n\u003cli>You receive a late shipment defect for an item that arrived late, but tracking shows that you shipped it on time\u003c/li>\n\u003cli>You receive a late shipment due to severe weather or a carrier disruption\u003c/li>\n\u003cli>The buyer files an Item Not Received claim but tracking shows the delivery was made on time\u003c/li>\n\u003c/ul>\n\u003cp>Find more information \u003ca href=\"https://www.ebay.co.uk/help/policies/selling-policies/seller-protections?id=4345\" target=\"_blank\" rel=\"noopener\">here\u003c/a>\u003c/p>"}]}],"search_t":"","metaImage_s":"","image_crops":[{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","value":""},{"objectPath":"/site/website/sc-ucp-pages/protection/seller-protection/index.xml","value":""}],"status":200,"siteConfig":{"siteName":"Seller Centre","titleSuffix":"UK Seller Centre"}},"isMweb":false,"accountType":"anonymous","nativeFriendly":false,"activeMenuL1":null,"locale":{"breadcrumb.home":"Home","searchForm.placeholder":"Search","searchForm.clear":"Clear","searchPage.pageTitle":"Search","searchPage.title":"Showing of for “”","searchPage.noResultsTitle":"No results available for “”","notFoundPage.title":"We looked everywhere.","notFoundPage.text":"Looks like this page is missing. If you still need help, visit our \u003ca href=\"https://www.ebay.co.uk/help/selling\">help pages\u003c/a>.","notFoundPage.ctaText":"Go to homepage","errorPage.title":"Where's all the stuff?","errorPage.text1":"Our homepage is down, but the rest of eBay is fine. We'll have it back in a moment.","errorPage.text2":"In the meantime you can \u003ca href=\"https://www.ebay.co.uk\">go to homepage\u003c/a>.","targeting.B2C":"Business Seller","targeting.C2C":"Private Seller","targeting.prefix":"Viewing as:","menu.topLink":"Overview","slider.next":"Next slide","slider.previous":"Previous slide","video.play":"Play video","modal.open":"open dialog","modal.close":"close dialog","survey.text":null,"survey.accessibilityText":null,"feesWidget.perMonth":null,"feesWidget.priceDisclaimer":null,"feesWidget.cta":null,"feesWidget.showSub":null,"feesWidget.hideSub":null,"feesWidget.recommended":null},"activeTargeting":"b2c","tracking":{"pageId":3137842,"pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"},"baseUrl":"https://www.ebay.co.uk","host":"ebay.co.uk"}</script></head><body class="desktop"><div id="global-header"><div class="global-header "><script type="text/javascript">var GHpre = {"ghxc":["ac1"],"ghxs":[],"userAuth":false,"userId":"","fn":""}</script><style>.gh-hide-if-nocss{display:none;}.gh-ar-hdn{color:#fff}</style> <div class="gh-acc-exp-div gh-hide-if-nocss"><a id="gh-hdn-stm" class="gh-acc-a" href="#mainContent">Skip to main content</a></div><!--[if lt IE 9]><div id="gh" role="banner" class="gh-IE8 gh-flex gh-pre-js gh-w "><![endif]--><header id="gh" role="banner" class="gh-ui-6-5 gh-flex gh-pre-js gh-w gh-sch-prom ghx-evoa " data-treatment><table class="gh-tbl" role="presentation"><tbody><tr><td class="gh-td"><a href="https://www.ebay.co.uk" _sp="m570.l2586" id="gh-la"><svg xmlns="http://www.w3.org/2000/svg" role="img" aria-labelledby="ebayLogoTitle" width="100%" height="100%" viewbox="0 0 122 48.592" id="gh-logo"><title id="ebayLogoTitle">eBay Home</title><g><path fill="#E53238" d="M24.355 22.759c-.269-5.738-4.412-7.838-8.826-7.813-4.756.026-8.544 2.459-9.183 7.915zM6.234 26.93c.364 5.553 4.208 8.814 9.476 8.785 3.648-.021 6.885-1.524 7.952-4.763l6.306-.035c-1.187 6.568-8.151 8.834-14.145 8.866C4.911 39.844.043 33.865-.002 25.759c-.05-8.927 4.917-14.822 15.765-14.884 8.628-.048 14.978 4.433 15.033 14.291l.01 1.625z"></path><path fill="#0064D2" d="M46.544 35.429c5.688-.032 9.543-4.148 9.508-10.32s-3.947-10.246-9.622-10.214-9.543 4.148-9.509 10.32 3.974 10.245 9.623 10.214zM30.652.029l6.116-.034.085 15.369c2.978-3.588 7.1-4.65 11.167-4.674 6.817-.037 14.412 4.518 14.468 14.454.045 8.29-5.941 14.407-14.422 14.454-4.463.026-8.624-1.545-11.218-4.681a33.237 33.237 0 01-.19 3.731l-5.994.034c.09-1.915.185-4.364.174-6.322z"></path><path fill="#F5AF02" d="M77.282 25.724c-5.548.216-8.985 1.229-8.965 4.883.013 2.365 1.94 4.919 6.7 4.891 6.415-.035 9.826-3.556 9.794-9.289v-.637c-2.252.02-5.039.054-7.529.152zm13.683 7.506c.01 1.778.071 3.538.232 5.1l-5.688.032a33.381 33.381 0 01-.225-3.825c-3.052 3.8-6.708 4.909-11.783 4.938-7.532.042-11.585-3.915-11.611-8.518-.037-6.665 5.434-9.049 14.954-9.318 2.6-.072 5.529-.1 7.945-.116v-.637c-.026-4.463-2.9-6.285-7.854-6.257-3.68.021-6.368 1.561-6.653 4.2l-6.434.035c.645-6.566 7.53-8.269 13.595-8.3 7.263-.04 13.406 2.508 13.448 10.192z"></path><path fill="#86B817" d="M91.939 19.852l-4.5-8.362 7.154-.04 10.589 20.922 10.328-21.02 6.486-.048-18.707 37.251-6.85.039 5.382-10.348-9.887-18.393"></path></g></svg></a></td><td class="gh-td"></td><td class="gh-td"></td><td class="gh-td"><div id="gh-shop" class="gh-hide-if-nocss is-evo"><button id="gh-shop-a" aria-expanded="false" class="gh-control" aria-controls="gh-sbc-o"> Shop by category<i id="gh-shop-ei" class="gh-sprRetina"></i></button><div id="gh-sbc-o"><h2 class="gh-ar-hdn">Shop by category</h2></div></div></td><td class="gh-td-s"><form id="gh-f" method="get" action="https://www.ebay.co.uk/sch/i.html"><input type="hidden" value="R40" name="_from"><input type="hidden" name="_trksid" value="m570.l1313"><table class="gh-tbl2" id="gh-search-wrap" role="presentation"><tbody><tr><td class="gh-td-s"><div id="gh-ac-box"><div id="gh-ac-box2"><label for="gh-ac" class="gh-ar-hdn">Enter your search keyword</label><input type="text" class="gh-tb ui-autocomplete-input" aria-autocomplete="list" aria-expanded="false" size="50" maxlength="300" aria-label="Search for anything" placeholder="Search for anything" id="gh-ac" name="_nkw" autocapitalize="off" autocorrect="off" spellcheck="false" autocomplete="off"><input style="display:none"><script> if(document.getElementById('gh-ac').value.length !== 0) { document.getElementById('gh-ac-box').classList.add('gh-ac-box-focus'); 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data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Seller fees">Seller fees</span></a></li><li class="menu-item"><a href="/sellercentre/selling/managed-payments" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Getting paid">Getting paid</span></a></li><li class="menu-item"><a href="/sellercentre/selling/research" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Product Research">Product Research</span></a></li><li class="menu-item"><a href="/sellercentre/selling/manage-sales" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Manage your sales">Manage your sales</span></a></li><li class="menu-item"><a href="/sellercentre/selling/sell-yourself-to-buyers" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Sell your business to buyers">Sell your business to buyers</span></a></li><li class="menu-item"><a href="/sellercentre/selling/motors" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Sell a vehicle or parts">Sell a vehicle or parts</span></a></li><li class="menu-item"><a href="/sellercentre/selling/selling-trading-cards" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Selling trading cards">Selling trading cards</span></a></li><li class="menu-item"><a href="/sellercentre/selling/pre-loved-fashion" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Selling pre-loved fashion">Selling pre-loved fashion</span></a></li></ul></li><li class="menu-item menu-item--has-children"><a href="/sellercentre/listings" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Listings">Listings</span></a><button class="menu-item__flyout">Expand: Listings</button><ul class="level-2"><li class="menu-item"><a href="/sellercentre/listings/create-listings" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Create great listings">Create great listings</span></a></li><li class="menu-item"><a href="/sellercentre/listings/make-listings-stand-out" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Make your listings stand out">Make your listings stand out</span></a></li><li class="menu-item"><a href="/sellercentre/listings/listing-pros" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Tips for listing pros">Tips for listing pros</span></a></li><li class="menu-item"><a href="/sellercentre/listings/manage-listings" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Manage your listings">Manage your listings</span></a></li><li class="menu-item"><a href="/sellercentre/listings/item-specifics" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Item specifics">Item specifics</span></a></li><li class="menu-item"><a href="/sellercentre/listings/share-to-social" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Share your social media">Share your social media</span></a></li></ul></li><li class="menu-item menu-item--has-children"><a href="/sellercentre/postage" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Postage">Postage</span></a><button class="menu-item__flyout">Expand: Postage</button><ul class="level-2"><li class="menu-item"><a href="/sellercentre/postage/postage-made-easy" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Postage made easy">Postage made easy</span></a></li><li class="menu-item"><a href="/sellercentre/postage/retail-standards" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Retail Standards">Retail Standards</span></a></li><li class="menu-item"><a href="/sellercentre/postage/international-postage" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="International postage">International postage</span></a></li><li class="menu-item"><a href="/sellercentre/postage/manage-returns" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Manage Returns">Manage Returns</span></a></li><li class="menu-item"><a href="/sellercentre/postage/why-free-postage-works" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Why free postage works ">Why free postage works </span></a></li><li class="menu-item"><a href="/sellercentre/postage/seller-managed-services" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Seller managed services">Seller managed services</span></a></li><li class="menu-item"><a href="/sellercentre/postage/bulky-parcel-services-by-hubeurope" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Bulky parcel services by HubEurope">Bulky parcel services by HubEurope</span></a></li><li class="menu-item"><a href="/sellercentre/postage/peak-season" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Our essential delivery guide for peak season">Our essential delivery guide for peak season</span></a></li></ul></li><li class="menu-item menu-item--has-children"><a href="/sellercentre/grow-your-sales" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Growth">Growth</span></a><button class="menu-item__flyout">Expand: Growth</button><ul class="level-2"><li class="menu-item menu-item--has-children"><a href="/sellercentre/grow-your-sales/reach-more-buyers" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Reach More Buyers">Reach More Buyers</span><svg class="icon icon--16" xmlns="http://www.w3.org/2000/svg" focusable="false" aria-hidden="true"><use xlink:href="#icon-chevron-down-16"></use></svg></a><ul class="level-3"><li class="top-link"><a href="/sellercentre/grow-your-sales/reach-more-buyers" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Overview">Overview</span></a></li><li class="menu-item"><a href="/sellercentre/grow-your-sales/reach-more-buyers/promoted-listings" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Promote your listings">Promote your listings</span></a></li><li class="menu-item"><a href="/sellercentre/grow-your-sales/reach-more-buyers/promoted-shops" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Promote your Shop">Promote your Shop</span></a></li><li class="menu-item"><a href="/sellercentre/grow-your-sales/reach-more-buyers/promoted-offsite" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Promote offsite">Promote offsite</span></a></li></ul></li><li class="menu-item"><a href="/sellercentre/grow-your-sales/using-discounts-to-boost-your-sales" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Using Discounts to boost your sales">Using Discounts to boost your sales</span></a></li><li class="menu-item"><a href="/sellercentre/grow-your-sales/ebay-shops" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="eBay Shops">eBay Shops</span></a></li><li class="menu-item"><a href="/sellercentre/grow-your-sales/service-providers" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Service Providers">Service Providers</span></a></li><li class="menu-item"><a href="/sellercentre/grow-your-sales/business-seller-capital" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Capital for eBay Business Sellers">Capital for eBay Business Sellers</span></a></li><li class="menu-item"><a href="/sellercentre/grow-your-sales/ebay-academy" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="eBay Academy">eBay Academy</span></a></li><li class="menu-item"><a href="https://www.ebay.co.uk/sellercentre/grow-your-sales/carbon-academy" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Carbon Academy">Carbon Academy</span></a></li><li class="menu-item"><a href="https://www.ebay.co.uk/sellercentre/grow-your-sales/seller-clinics" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Seller Clinics">Seller Clinics</span></a></li></ul></li><li class="menu-item menu-item--has-children"><a href="/sellercentre/protection" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Protection">Protection</span></a><button class="menu-item__flyout">Expand: Protection</button><ul class="level-2"><li class="menu-item"><a href="/sellercentre/protection/seller-standards" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Seller Standards">Seller Standards</span></a></li><li class="menu-item"><a href="/sellercentre/protection/seller-protection" class="active" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Seller protection">Seller protection</span></a></li><li class="menu-item"><a href="/sellercentre/protection/premium-protection" class="" tabindex="0" _sp="p3137842.m48037.l51049" data-click="{"eventFamily":"SLRCTR","eventAction":"ACTN","actionKind":"NAV","flushImmediately":false,"eventProperty":{"sid":"p3137842.m48037.l51049","pageInstanceId":"9c034363-e079-1b27-21cf-a5bd0a2e8fe4"}}"><span data-text="Enhanced protection for businesses">Enhanced protection for businesses</span></a></li></ul></li><li class="menu-item menu-item--has-children"><a href="/sellercentre/global-sales" class="" tabindex="0" _sp="p3137842.m48037.l51049" 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icon icon--16" xmlns="http://www.w3.org/2000/svg" focusable="false" aria-hidden="true"><use xlink:href="#icon-search-16"></use></svg><form method="get" action="/sellercentre/search" class="search-form__form"><div class="input--text"><input placeholder="Search" type="text" aria-label="Search" name="search" tabindex="0"/></div><input type="submit" style="display:none" value="Search"/></form><span class="search-form__reset" tabindex="0" role="button" aria-label="Clear"><svg class="icon icon--16" xmlns="http://www.w3.org/2000/svg" focusable="false" aria-hidden="true"><use xlink:href="#icon-close-16"></use></svg></span></div></header><div class="page-content page-content--palette1"><div class="page-content__overlay"></div><div class="hero-card colour-palette-variant-3 colour-palette-palette1 layout-right hero-card--no-image deck-wrapper"><div class="deck-content"><div class="text"><h1>Seller protection</h1><p>We’ll protect you from abusive buyer behavior and from events outside your control.</p><div class="cta-list"></div></div><div class="image"><div class="image__wrapper"></div></div></div></div><div class="breadcrumb deck-wrapper"><div class="deck-content"><nav aria-labelledby="ebay-breadcrumb-breadcrumbs-heading" class="breadcrumbs" role="navigation"><h2 id="ebay-breadcrumb-breadcrumbs-heading" class="clipped">Page navigation</h2><ul><li><a href="/sellercentre">Home</a><svg class="icon icon--12" xmlns="http://www.w3.org/2000/svg" focusable="false" aria-hidden="true"><use xlink:href="#icon-chevron-right-12"></use></svg></li><li><a href="/sellercentre/protection">Protection</a><svg class="icon icon--12" xmlns="http://www.w3.org/2000/svg" focusable="false" aria-hidden="true"><use xlink:href="#icon-chevron-right-12"></use></svg></li><li><a aria-current="location">Seller protection</a></li></ul></nav></div></div><div class="anchor-card deck-wrapper"><div class="deck-content"><div class="anchor-navigation" style="min-height:0"><div class="sticky-placeholder-width "><div class="anchor-navigation__wrapper"><div class="anchor-navigation__title">On this page</div><ul><li><a href="#-abusive-buyer-detection-enforcement-and-protection"> Abusive buyer detection, enforcement and protection</a></li><li><a href="#-postage-and-delivery-protections"> Postage and delivery protections</a></li><li><a href="#seller-protection-for-returns-used-items-or-damaged-by-the-buyer-">Seller Protection for returns (used items or damaged by the buyer)</a></li><li><a href="#-protection-if-a-buyer-doesn-t-pay"> Protection if a buyer doesn’t pay</a></li><li><a href="#automatic-protection-against-high-risk-buyers">Automatic protection against high-risk buyers</a></li><li><a href="#how-the-e-bay-money-back-guarantee-protects-sellers">How the eBay Money Back Guarantee protects sellers</a></li><li><a href="#f-a-q">FAQ</a></li></ul></div></div></div></div></div><div class="text-card text-card--one-column deck-wrapper"><div class="deck-content"><div class="text text__primary"><div class="html"><p>We know that protection is important to you when selling online and when you deliver on your service promises. We’ll protect you from abusive buyer behavior and from events outside your control. Every month, we take action to protect all sellers against abusive buyers in the UK.</p> <p>To help us provide comprehensive seller protections, we ask that sellers:</p> <ul> <li>Honour all of their service promises<br /><br /></li> <li>Report abusive activity so we can take action to protect you and other sellers<br /><br /></li> <li>Remain courteous and professional when dealing with buyers</li> </ul></div><div class="cta-list"></div></div></div></div><div class="text-card colour-group-white text-card--one-column deck-wrapper"><div class="deck-content"><h2 class="title-primary"><span class="anchor-link" id="-abusive-buyer-detection-enforcement-and-protection"></span> Abusive buyer detection, enforcement and protection</h2><div class="text text__primary"><div class="html"><ul> <li>eBay has a robust abusive buyer policy that allows us to take action on abusive buyers. Read it <a href="https://www.ebay.com/help/policies/rules-policies-buyers/buying-practices-policy?id=4374" target="_blank">here</a></li> <li>You’ll find the <a href="https://www.ebay.co.uk/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084" target="_blank">Report a Buyer</a> function in both the returns flow and the Resolutions centre</li> <li>When we find that a buyer is abusive we'll warn them, we won’t facilitate them sending returns, or we can suspend their account</li> <li>We’ll automatically remove feedback and defects when we find a buyer has violated our policy</li> <li>Feedback and defects are removed when you cancel a transaction because a buyer demands something not offered in the original listing</li> <li>We’ll also remove feedback and defects when a buyer retracts their bid or doesn’t pay</li> </ul> <p><br /></p></div><div class="cta-list"></div></div></div></div><div class="text-card colour-group-white text-card--one-column deck-wrapper"><div class="deck-content"><h2 class="title-primary"><span class="anchor-link" id="-postage-and-delivery-protections"></span> Postage and delivery protections</h2><div class="text text__primary"><div class="html"><ul> <li>Quicker automatic feedback and defect removal when an item arrives late but tracking shows you shipped on time</li> <li>Feedback and defects are also removed when severe weather or carrier disruptions causes the item to arrive late <br /><br /></li> </ul> <h4>What do you need to do to get this protection?</h4> <ul> <li>Use trackable and valid shipping methods. Find full details <a href="https://www.ebay.co.uk/help/selling/shipping-items/setting-postage-options?id=4089" target="_blank">here</a></li> </ul></div><div class="cta-list"></div></div></div></div><div class="text-card colour-group-white text-card--one-column deck-wrapper"><div class="deck-content"><h2 class="title-primary"><span class="anchor-link" id="seller-protection-for-returns-used-items-or-damaged-by-the-buyer-"></span>Seller Protection for returns (used items or damaged by the buyer)</h2><div class="text text__primary"><div class="html"><ul> <li>Give refunds based on the condition of the returned item — you can deduct up to 50% from the refund for lost value. Learn more <a href="https://www.ebay.co.uk/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115" target="_blank">here</a></li> <li>We’ll remove feedback, defects, open cases in our service metrics and we’ll take care of any remaining issues with the buyer</li> <li>For more details, visit our dedicated <a href="https://www.ebay.co.uk/help/policies/selling-policies/seller-protections?id=4345" target="_blank">help page</a></li> </ul></div><div class="cta-list"></div></div></div></div><div class="text-card colour-group-white text-card--one-column deck-wrapper"><div class="deck-content"><h2 class="title-primary"><span class="anchor-link" id="-protection-if-a-buyer-doesn-t-pay"></span> Protection if a buyer doesn’t pay</h2><div class="text text__primary"><div class="html"><p>If buyers don’t pay straight away, it could just be that they are inexperienced or are having problems with their payment system. Our detection methods help us identify high-risk buyers who might be bidding on, or purchasing several similar items at once. If this happens, we’ll take action before the transaction takes place.</p> <ul> <li>We identify buyers that haven’t paid so we can automatically remove any negative or neutral feedback</li> <li>When an unpaid item case is closed without payment, we’ll block the buyer from leaving feedback and take action on their account</li> <li>You can use our <a href="https://www.ebay.co.uk/Cancel/Preference/UnpaidPurchase" target="_blank">Unpaid item assistant</a> to automate the opening and closing unpaid item cases in our Resolution Centre</li> </ul> <p>Read our guide to <a href="https://www.ebay.co.uk/help/selling/resolving-buyer-issues/resolving-buyer-issues?id=4076" target="_blank">Avoiding buyer issues</a> for more guidance on what to do if a buyer doesn’t pay</p></div><div class="cta-list"></div></div></div></div><div class="text-card colour-group-white text-card--one-column deck-wrapper"><div class="deck-content"><h2 class="title-primary"><span class="anchor-link" id="automatic-protection-against-high-risk-buyers"></span>Automatic protection against high-risk buyers</h2><div class="text text__primary"><div class="html"><p><span><span>We take your safety as a seller seriously and work to protect you from high-risk buyers. We can automatically remove <a href="https://www.ebay.co.uk/help/selling/leaving-feedback-buyers/disputing-feedback-received?id=4102" target="_blank">negative or neutral feedback</a> when the buyer is in violation of the Abusive Buyer policy.</span></span><br /></p></div><div class="cta-list"></div></div></div></div><div class="text-card colour-group-white text-card--one-column deck-wrapper"><div class="deck-content"><h2 class="title-primary"><span class="anchor-link" id="how-the-e-bay-money-back-guarantee-protects-sellers"></span>How the eBay Money Back Guarantee protects sellers</h2><div class="text text__primary"><div class="html"><p>We know that trust is important to sellers and buyers, and the eBay Money Back Guarantee means you won’t lose a potential buyer because someone else let them down in the past.</p> <p>The eBay Money Back Guarantee also protects sellers:</p> <ul> <li>If you refund a buyer or resolve an issue within 3 business days of the buyer opening a request, we’ll refund your final value fee. Find more information <a href="https://www.ebay.co.uk/help/selling/fees-credits-invoices/fee-credits?id=4128" target="_blank">here</a>.</li> <li>Buyers must contact the seller and give them 3 business days to provide a solution before they can escalate their case to eBay. Sellers also have the option to ask us to step in and make a decision.</li> <li>A full refund or an accepted partial refund will close the request immediately. The buyer can also close their request at any point.</li> <li>In addition, we automatically remove defects, adjust the seller's <a href="https://www.ebay.co.uk/help/selling/listings/creating-managing-listings/revising-listing?id=4080">Late delivery rate</a> and remove feedback when we close an eBay Money Back Guarantee case or appeal request in their favour.</li> </ul></div><div class="cta-list"></div></div></div></div><div class="accordion-card deck-wrapper"><div class="deck-content"><div class="accordion-card__text"><span class="anchor-link" id="f-a-q"></span><h2>FAQ</h2></div><div class="accordion-list accordion-list--layout-two-column"><div class="accordion-list__child"><div class="accordion-item accordion-list__item"><div id="accordion-heading-0" tabindex="0" role="button" class="accordion-item__title" aria-expanded="false" aria-controls="collapse-0"><h3>What is an abusive buyer?</h3><svg class="icon icon--24" xmlns="http://www.w3.org/2000/svg" focusable="false" aria-hidden="true"><use xlink:href="#icon-add-24"></use></svg></div><div id="collapse-0" aria-labelledby="accordion-heading-0" class="accordion-item__text html"><p>Examples of abusive buyer behaviour include:</p> <ul> <li>A buyer who falsely claims an item was not as described or wasn’t received</li> <li>A buyer who returns an item after it was used, damaged or missing parts</li> <li>A buyer who retracts their bid or doesn’t pay</li> <li>A buyer who changes their order, requests a discount or something extra</li> <li>A buyer who asks the seller to take the sale off eBay</li> <li>A buyer who sends the seller threatening or abusive messaging</li> </ul> <p>Read our full policy details <a href="https://www.ebay.co.uk/help/policies/rules-policies-buyers/abusive-buyer-policy?id=4374" target="_blank">here</a></p></div></div></div><div class="accordion-list__child"><div class="accordion-item accordion-list__item"><div id="accordion-heading-1" tabindex="0" role="button" class="accordion-item__title" aria-expanded="false" aria-controls="collapse-1"><h3>Which kind of events are outside my control?</h3><svg class="icon icon--24" xmlns="http://www.w3.org/2000/svg" focusable="false" aria-hidden="true"><use xlink:href="#icon-add-24"></use></svg></div><div id="collapse-1" aria-labelledby="accordion-heading-1" class="accordion-item__text html"><p>Examples of events outside your control include:</p> <ul> <li>You receive a late shipment defect for an item that arrived late, but tracking shows that you shipped it on time</li> <li>You receive a late shipment due to severe weather or a carrier disruption</li> <li>The buyer files an Item Not Received claim but tracking shows the delivery was made on time</li> </ul> <p>Find more information <a href="https://www.ebay.co.uk/help/policies/selling-policies/seller-protections?id=4345" target="_blank">here</a></p></div></div></div></div></div></div></div></div></div><div class="global-footer"><div class="wrap"><div class="global-footer"><!--[if lt IE 9]><div id="glbfooter" role="contentinfo" class="gh-w gh-flex"><![endif]--><!--[if (gte IE 9)|!(IE)]><!--><footer id="glbfooter" role="contentinfo" class="gh-w gh-flex"><!--<![endif]--><div><div id=rtm_html_1650></div><div id=rtm_html_1651></div></div><h2 class=gh-ar-hdn>Additional site navigation</h2><div id="gf-t-box"><table class="gf-t" role="presentation"><tr><td colspan=2><ul id="gf-l" class="gh-hide-if-nocss"><li class="gf-li"><a href="https://www.ebayinc.com/our-company/" _exsp=m571.l2602 class="thrd gf-bar-a" > About eBay</a></li><li class="gf-li"><a href="https://community.ebay.co.uk/t5/Announcements/bg-p/Announcements" _exsp=m571.l2935 class="thrd gf-bar-a" > Announcements</a></li><li class="gf-li"><a href="https://community.ebay.co.uk" _exsp=m571.l1540 class="thrd gf-bar-a" > Community</a></li><li class="gf-li"><a href="https://pages.ebay.co.uk/safetycentre/index.html" _exsp=m571.l2616 class="thrd gf-bar-a" > Safety Centre</a></li><li class="gf-li"><a href="https://sellercentre.ebay.co.uk" _exsp=m571.l1613 class="thrd gf-bar-a" > Seller Centre</a></li><li class="gf-li"><a href="https://pages.ebay.co.uk/vero/index.html" _exsp=m571.l3418 class="thrd gf-bar-a" > VeRO: Protecting Intellectual Property</a></li><li class="gf-li"><a href="https://www.ebay.co.uk/help/policies/az-index/az-index-policies?id=4649" _exsp=m571.l2604 class="thrd gf-bar-a" > Policies</a></li><li class="gf-li"><a href="https://pages.ebay.co.uk/safetytips" _exsp=m571.l185738 class="thrd gf-bar-a" > Product Safety Tips</a></li><li class="gf-li"><a href="https://www.ebay.co.uk/help/home" _sp=m571.l1545 data-sp=m571.l1545 class="thrd gf-bar-a" > Help & Contact</a></li><li class="gf-li"><a href="https://pages.ebay.co.uk/sitemap.html" _exsp=m571.l2909 class="thrd gf-bar-a" > Site Map</a></li></ul></td></tr><tr valign="top"><td class="gf-legal">Copyright © 1995-2024 eBay Inc. 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