eBay Buyer Protection on eBay.co.uk: easier to resolve cases and fairer for you

From March 2013, we’re making it easier for you to resolve buyer queries on eBay.co.uk.

Buyers will be required to contact you through eBay first, before they can refer a query to eBay for items not received or significantly not as described. You have 8 calendar days from the date of the first contact to resolve the query before it can be referred to eBay for decision.

From March 2013, following feedback from sellers, only queries referred to eBay and found in favour of the buyer will be included in your seller performance evaluation, making it fairer for you.

If a buyer asks ‘When am I likely to receive my item?’ before the delivery date has passed, we’ll display a message reminding them of the date. This saves you time answering unnecessary buyer questions.

What you need to do

NOW

Check your Seller Dashboard for the current state of any open eBay Buyer Protection cases and try to resolve outstanding queries in the Resolution Centre.

Details

Resolving buyer queries

From March 2013, buyers must contact you through eBay first and give you 8 days to resolve any query before they can refer it to eBay for resolution. This gives you more opportunity to resolve it before it has any impact on your seller performance standards.

What is a query?

When a buyer asks a question about an item not received or an item not as described, all correspondence regarding this item will be classed as a query. Once a query is raised, sellers will have 8 calendar days to resolve it.

How are you notified when a buyer has a query concerning item significantly not as described or item not received?

A buyer clicks ‘contact seller’ and selects either item not received or item significantly not as described.

Selecting item not received or significantly not as described

The query will then appear in:

My Messages
Resolution Centre
Your personal email account (if selected)

You’ll have 8 days to resolve this query before the buyer can refer it to eBay for decision.

Change to seller performance evaluation for eBay Buyer Protection cases


		PowerSellers
	Minimum standard for all sellers	Above-standard	eBay Top-rated
Opened eBay Buyer Protection cases	Max: 1 % or 3	Max 1% or 3	Max: 0.5 % or 2
eBay Buyer Protection cases referred to eBay and found in favour of the buyer	Max: 0.3 % or 2	Max: 0.3 % or 2	Max: 0.3 % or 2

You can check all your seller performance measures in your Seller Dashboard.

Find out more about seller performance standards.

Protecting sellers from unreasonable buyer behaviour

We’re making it easier for sellers to report buyers for unreasonable behaviour, which includes the inappropriate filing of eBay Buyer Protection cases.

Find out more about seller protection.

Frequently asked questions

What eBay Buyer Protection cases used to be counted that are no longer included?

Can a buyer send an email if the deadline to file an eBay Buyer Protection case has passed?

How will these changes affect the timelines for buyers to raise queries?

Find help

eBay Buyer Protection
Resolution Centre
Seller Dashboard
Report a buyer
Buyer protection cases and seller performance
Seller performance standards

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