If a buyer demands a change to what you originally offered, you can choose to either cancel the order, or you can complete the transaction under the original terms. We will remove feedback and canceled transaction defects when we can see the buyer's demands in eBay messages. When you use the Global Shipping Program , you're responsible for getting packages safely to the US shipping center. If an item is damaged or lost after reaching the shipping center, you're protected from:. For more details, read the complete seller policies for the Global Shipping Program - opens in new window or tab.
We adjust your late shipment rate and remove feedback when you ship internationally and the shipment receives a domestic carrier scan within your handling time. We automatically adjust your late shipment rate, remove canceled transaction defects and remove feedback when:. Learn more about seller performance standards.
You're eligible for the grace period if you fall below Top Rated Seller standards due to any of the following:. If you don't meet sales and tracking requirements and performance standards after the grace period ends, you will lose your Top Rated Seller status and benefits. Learn more about becoming a Top Rated Seller. If we close an eBay Money Back Guarantee case or appeal request in your favor, we will remove feedback and defects related to that transaction.
If you ship an item within your stated handling time, and you upload tracking before the estimated delivery date from one of eBay's integrated shipping carriers that shows evidence of successful delivery , you're protected.
If the buyer submits a return request because an item isn't as described in the listing, you are protected from negative and neutral feedback if you offer free returns, accept the return, and give a refund. Skip to main content. Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case If your item hasn't arrived or isn't as described, contact the seller by opening a case in the Resolution Center.
Escalate the case to eBay If you don't hear back from the seller or can't reach a resolution after at least 3 business days, escalate your case in the Resolution Center so that we can help you. If you don't receive an item you purchased, or if it's not as described, you can use the Resolution Center to resolve your problem.
In most of cases, we cover the purchase price plus original shipping. When should I open a case? It might come as a surprise, but many eBay scams are not targeted at innocent buyers looking for a good deal. Scammers will often pose as buyers and use consumer protection measures to help them defraud honest sellers. Here are some of the most common ways eBay sellers are scammed. Can I refuse to give a refund on eBay? Earliest: 3 business days after the report date Latest: 21 business days after the report date.
Items collected by a third party on behalf of the buyer. The buyer arranged their own shipping method, such as a courier pickup. The buyer provided an invalid or incorrect address at checkout. The item was sent to another address after original delivery. Covered: The item was forwarded as part of an eBay program such as: Global Shipping Program eBay international standard delivery eBay Authenticity Guarantee Not covered: The buyer used third-party freight forwarding or mail redirection.
Covered: The seller overstated the value of the item or misrepresented the item's location, which caused customs fees or duties to be higher Not covered: The buyer didn't pay applicable customs fees or duties for any other reason. Covered: The item was not made available at the selected store Not covered: The buyer was notified that the item was ready for collection, but did not collect it within the specified time frame.
Covered: The item arrived with shipping cost still owing because the seller didn't apply enough postage Not covered: The buyer refused delivery for any other reason If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn't match the listing. Covered The latest date for the buyer to report that the item hasn't arrived is 30 calendar days after the latest estimated delivery date or 7 calendar days after the event date, whichever is later.
The buyer requests a return Start a return request. Latest: 30 calendar days after the estimated or actual delivery date or within the seller's stated returns window, whichever is longer Trading Cards have a more limited return window. The seller responds to the buyer's request The seller is required to respond and provide a solution to the buyer's issue. Latest: 3 business days after the request date In some cases, eBay may automatically accept the return on the seller's behalf.
If the item is being returned. Latest: The latest date to ship the return will be shown in an email sent by eBay to the buyer, as well as within the return request If the buyer does not ship the return by the specified date, eBay may close the return request. Latest: 2 business days after receiving the returned item.
If the seller is sending a replacement item. Latest: The latest date to ship the replacement item will be shown in an email sent by eBay to the seller, as well as within the return request. Ask eBay to step in If the seller hasn't responded or hasn't issued a refund after receiving the return, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help. The item was collected by a third party on behalf of the buyer.
Covered: The item was damaged during shipping Not covered: The buyer requested a return for any other reason. Trading Cards. Covered: If the seller doesn't offer returns, the buyer must request a return no later than 3 calendar days after the estimated or actual delivery date If the seller offers returns, the buyer must request a return within the seller's stated return window.
Covered: The use was necessary to determine the quality or functioning of the item, or the damage was the result of that use Otherwise, some sellers may deduct the loss in value from the amount refunded to the buyer. There are strong indicators that the item is counterfeit. Covered: The buyer must request a return but may not be required to ship the item back to the seller. The item no longer has value For example: A perishable item that has expired A ticket for a cancelled event A live animal that has expired.
The item arrived after the latest estimated delivery date. Covered The return is treated as if the item didn't match the listing. Covered The latest date for the buyer to request a return is 30 calendar days after the estimated or actual delivery date or 7 calendar days after the event date, whichever is later. Latest: Check the seller's stated returns window in the listing. The seller responds to the buyer's request The seller is required to respond and honor their returns policy.
Latest: 2 business days after receiving the returned item If the seller does not refund the buyer and return tracking shows the item was delivered, eBay may automatically issue a full refund on the seller's behalf.
If the seller is sending an exchange item.
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