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Seller News August 2011

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Rewarding top quality service

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eBay Buyer Protection cases: incentive for early resolution

From 31 August 2011, if a buyer opens an eBay Buyer Protection case without first contacting you via My eBay messages and you resolve it to the buyer’s satisfaction, within 3 working days, the case may be excluded from your seller performance evaluation.

We’re also reducing the time before a buyer can refer a case to eBay from 10 to 8 calendar days. Many cases are already resolved within 8 calendar days and this change should not affect the majority of sellers.

Both of these measures are designed to improve the quality of service given in the marketplace, helping to increase buyer loyalty and satisfaction.

Resolve cases within 3 working days to qualify

Currently, when a buyer opens a case, your seller status could be affected. From 31 August 2011, if a buyer opens an eBay Buyer Protection case without first contacting you via My eBay messages and you resolve it to the buyer’s satisfaction within 3 working days, the case may be excluded from your performance evaluation.

This change only applies to eligible eBay Buyer Protection cases relating to when the item bought isn’t received or isn’t as described in the listing. It doesn’t apply to unpaid item cases or returns.

All sellers are expected to meet eBay minimum standards. PowerSellers and eBay Top-rated sellers are expected to maintain higher standards. Find out more about eBay Top-rated seller standards

Cases can now be referred to eBay after 8 calendar days

From 31 August 2011 the buyer can refer a case to eBay for consideration after 8 calendar days. Many cases are resolved before this time, and this change should not affect the majority of sellers. When a case is referred to eBay, eBay may decide in favour of the buyer or seller. If the decision is made in favour of the buyer, the case will count against the seller.

Find out more about how eBay Buyer Protection cases can affect your seller performance

Take action
By when Action
Now Check the Resolution Centre to see if you have any outstanding cases and respond to them as quickly as possible
Now Ensure your business processes will allow you to respond to new cases within 8 calendar days
Now Check your Seller Dashboard to review your performance
Now Review the Seller Checklist for an overview of the changes in this Seller News

Frequently asked questions

  1. How do I know if I qualify for an eBay Buyer Protection case to be excluded from evaluation?
  2. What if a buyer contacts me outside of My eBay?

  1. How do I know if I qualify for an eBay Buyer Protection case to be excluded from evaluation?

    A case may qualify to be excluded from evaluation only if:

    • The case was opened on eBay.co.uk
    • You meet the minimum performance standards. Sellers identified as below standard sellers do not qualify. (See your Seller Dashboard)
    • You have not been contacted by the buyer via My eBay messages about the issue before the case was opened
    • The case is resolved by the seller and closed by the buyer within 3 working days of being opened
    2. Back to top

  2. What if a buyer contacts me outside of My eBay?

    Customer Support can only review emails sent via My eBay when assisting members. In the event that a case is referred to eBay, Customer Support won’t be able to consider any communication that has taken place outside of My eBay, such as personal emails or telephone.

    3. Back to top