When you sell items on eBay, it’s essential to have a thorough grasp of your rights and duties on this one of the top-selling platforms. eBay seller protection is one of those rights you can rely on if something unexpected happens with your products or customers. The purpose of this program is to keep all sellers safe and confident on this platform.
In this article, we will go into more detail by walking you through:
- What is eBay seller protection policy for sellers?
- How does eBay protect top-rated sellers?
- Who isn’t eligible for eBay seller protection?
- How can eBay sellers proactively protect themselves?
Without further ado, let’s get started!
What Is Seller Protection on eBay?
The benefits of an eBay store include seller protection. This e-marketplace assumes that when sellers offer good buying experiences for customers, it will protect them from abusive buying behavior and events outside the seller’s control. eBay seller protection can be seen as eBay seller insurance for sellers when they open a store on eBay.
Let’s find out how eBay protects sellers in those cases.
Abusive buying activity
First, when eBay determines that a buyer has violated the abusive buyer policy, sellers will receive specific eBay protection. Depending on abusive behaviors, eBay will take different actions to protect the sellers, including removing feedback and defects, opening claims from service metrics, and even suspending the buyer’s account.
In each of these scenarios, eBay offers specific support and solutions to protect sellers:
- When buyers return a used or damaged item: Sellers offering free returns and not Below Standard can deduct up to 50% from the refund to recover the lost value of the item. eBay will be responsible for issues with buyers, including removing negative and neutral feedback, defects, and open cases in service metrics.
- When buyers retract their bid or don’t pay, you can cancel the order, and eBay will remove feedback and cancel order defects.
- When buyers demand something not offered in the original listing, you can cancel the order or complete the transaction under the original terms. eBay will help to remove feedback and canceled transaction defects when they see the buyer’s demands in eBay messages.
Events outside your control
Besides abusive buying activities of buyers, you also can receive eBay seller protections in some events that are out of your control, such as weather issues and carrier disruptions.
- When an item arrives late, but tracking shows that you shipped on time, eBay will remove feedback and adjust your late shipment. If no track was recorded, or the carrier didn’t scan the shipment, it won’t be considered late unless the buyer says it was.
- When severe weather or carrier-caused events cause the item to arrive late or eBay instructs you to hold a shipment or cancel the transaction, eBay will automatically adjust your late shipment rate and remove canceled transaction defects and feedback.
- Whether you use eBay International Shipping or the Global Shipping Program, you must get packages safely to the shipping center. If your item is damaged or lost after reaching the shipping center, eBay will work with buyers to address the issue. You are protected from negative and neutral feedback and/or defects, eBay Money Back Guarantee cases, and payment disputes (only applicable to eBay international Shipping).
While eBay Seller Protection offers various safeguards for merchants, it’s crucial to understand that this protection doesn’t extend to intellectual property disputes, which are instead addressed through the eBay VeRO (Verified Rights Owner) Program a robust system designed to combat the sale of counterfeit items and protect copyright holders.
How Does eBay Protect Top-Rated Sellers?
A Top Rated Sellers (TRS) account is the highest seller level you can acquire when you make a store on eBay. Unlike other sellers on the platform, this particular type of seller must consistently deliver great buyer experiences and meet the highest standards for selling on eBay. Therefore, by becoming an eBay top-rated seller and providing a great buying experience, this seller will gain higher seller protection.
In addition to the general seller protections we listed in the above section, Top Rated Sellers in the US and Canada will receive another special eBay seller protection. This top marketplace will subsidize the return shipping label cost up to $6.00 per return for any false claim filed by a buyer if a buyer falsely claims an item was not as described.
However, remember that to be eligible for Top Rated Seller protections, you must meet some seller protection performance requirements. You are required to:
- List your items on eBay.com, and your products must be eligible for eBay Money Back Guarantee
- Be a US Top Rated Seller at the time of the protection
- Be a resident of the US or Canada
- Offer 30-day or longer returns
- Only deduct from the buyer’s refund the actual loss in value if the item is returned in a different condition to the original one
- Report buyers who falsely claim the item doesn’t match the description, even though you described it correctly
- Be not rated “Very High” in Service metrics.
Who Isn’t Eligible for eBay Seller Protection?
eBay policies safeguard the rights of sellers. However, not all sellers are eligible for eBay seller protection, you must meet specific criteria of eBay.
You won’t be able to receive any seller protections from eBay if you:
- Use a false identity: Sellers who pretend to be someone else or use fake personal information of others.
- Fail to fulfill your service promises: This happens when a seller doesn’t do what they promised to buyers. For instance, if a seller says they accept returns but then refuses to give a refund as stated in their policy.
- Have a track record of serious policy violations: This refers to sellers who repeatedly break important eBay rules. Examples include selling fake products, using prohibited shipping methods, or taking sales off eBay.
- Misuse of the protection. For instance, repeatedly making false claims that items are not as described or unfairly keeping too much money from buyer refunds. These actions harm the trust and fairness of the protection system.
Your transactions are also restricted to seller protection if your items are eBay’s prohibited and restricted items or in categories excluded from eBay Money Back Guarantee.
While Seller Protection offers valuable safeguards, it’s important to be aware of items that are prohibited from sale on eBay. To learn more about the types of items that violate eBay’s policies and may jeopardize your Seller Protection eligibility, check out our comprehensive guide on eBay Prohibited Items.
How Can eBay Sellers Proactively Protect Their Sales?
Understanding eBay seller protection is crucial. But it’s said: “Prevention is better than cure.” As a seller, it’s best to predict potential customer issues and be prepared to solve them proactively. To reduce the risks with your orders, there are steps you can do before and after making sales. Let’s explore what they are!
#1. Learn post-sale red flags
First of all, to ensure seller protection, it’s vital to learn the selling red flags. Identifying unusual behavior in advance can help you mitigate risks and avoid unexpected issues with your customers. For instance, watch out for buyers who request:
- A shipping service not offered by the seller
- A delivery to an address other than what is included in the checkout: the buyer might claim that the item was not delivered
- A payment method that is not offered during the checkout or to pay for the item outside of eBay: this case might remove all the seller’s rights via eBay seller protection.
- A partial refund without returning the item
- Additional items or services not included in the original listing or ask for a discount
The problems that arise can vary depending on your industry. It’s essential to list all the potential issues that might happen throughout your customer journey or in different parts of your products. This proactive approach will help you anticipate and address all problems, enabling you to set appropriate buyer expectations. We will discuss this topic right in the next part.
#2. Set buyer expectations
Regarding seller protection, it’s also essential to establish clear buyer expectations. You can minimize the likelihood of disappointment or future issues by ensuring buyers understand what they are purchasing precisely.
The most effective approach to avoid such situations is to provide a detailed product description. Even better, include a collection of item photos in your listing. Writing a detailed description and using authentic images are particularly impactful in your eBay SEO and in setting buyer expectations.
By delivering a product that meets your customer’s expectations, you also reduce the case of refund requests and minimize the potential for future problems.
#3. Adjust buyer requirements
The third way to ensure seller protection is to adjust buyer requirements. The eBay Buyer Requirement page offers a range of settings that enable you to block specific users automatically. These settings act as filters based on specific buying standards. Users not meeting your preset criteria will be prevented from purchasing or bidding on your items.
However, it is essential to exercise caution when applying these criteria. Selectively using this function can help establish stricter criteria for potential buyers. Overusing it, however, may result in a significant decline in your eBay sales.
Requirements to set include:
- Number of cancellations during a specific time period;
- Users from certain locations;
- Suspective buyers with rogue behavior (i.e., trying to buy a significant number of items from your store);
- Low buyer feedback score.
#4. Upload tracking
A straightforward way for sellers to protect their eBay sales actively is to upload shipping tracking information promptly.
Uploading tracking information on eBay provides crucial protection for sellers. It serves as proof of shipment, safeguarding sellers against false claims of non-shipment or non-delivery by buyers. By obtaining delivery confirmation through uploaded tracking, sellers have evidence of successful delivery, countering any disputes buyers raise.
Moreover, tracking information is considered in seller performance evaluations, enabling sellers to maintain a positive track record and reputation. In cases where buyers claim eBay can review non-receipt of an item, upload tracking details to assess the situation, and potentially protect sellers from certain disputes.
Additionally, tracking information helps prevent sellers from receiving defects for late shipments or non-delivery, as it demonstrates adherence to handling time requirements.
#5. Communicate with buyers
Although there are a few dishonest buyers, some also engage in questionable behavior due to frustration and impatience.
One approach to mitigate this issue is by offering friendly, efficient, and helpful customer service. Being kind to others makes it more challenging for most individuals to be rude or take advantage of the situation.
Maintain open communication throughout the entire process, from the purchase to the item’s arrival. If there are any delays, proactively inform them about the situation. Here are some helpful tips:
- Be Responsive: Reply to buyer messages, questions, and concerns quickly. This shows that you care about your customers and their needs.
- Be Clear and Simple: Use straightforward language when talking to buyers. Avoid using complicated words or phrases that might confuse them. Give accurate and detailed information about your products or services so buyers know what to expect.
- Use Polite and Professional Language: Keep a polite and professional tone in your communications. Be respectful and patient, even if the buyer is unhappy. Being professional in communication can help resolve conflicts and create a positive atmosphere.
- Offer Help and Solutions: If a buyer has a problem or concern, be helpful and try to find a solution. Take the initiative to address issues and provide options to resolve any problems. Showing that you are willing to assist can turn a potentially negative experience into a positive one.
#6. Report problems with buyers
Sellers can report buyers who engage in abusive behavior or violate eBay policies. Some examples of report-worthy actions include intentionally misusing the Money Back Guarantee, making demands not stated in the original listing, and abusing the bid-retraction process.
To report problems with buyers, go to the Seller Hub page; you’ll be able to view the purchase details of all your buyers. Look for a small dropdown arrow in the Actions column, providing options like Mark as shipped, View order details, Cancel order, Report a buyer, and more. Click Report a Buyer to proceed with your case without blocking eBay buyers.
While reporting problematic buyers may not provide immediate solutions, it does contribute to the overall protection of sellers on eBay. It is a proactive measure to safeguard future sales on the platform so sellers don’t have to wonder, “Is eBay safe?” anymore.
#7. Block a buyer
The last action that sellers can take to protect themselves is to block an eBay buyer, even though that’s an action that no sellers want to do. However, if the buyer intentionally harms or negatively impacts your store, you should consider blocking them. eBay allows sellers to create a blacklist of up to 5,000 user IDs to block these buyers.
Here are some cases that you should consider blocking an eBay buyer:
- No payment: Overdue payment is a red flag, especially when you have repeatedly reminded them about their unpaid bills.
- Abusive Behavior: Blocking buyers who engage in abusive behavior, harassment, or create ongoing conflicts helps maintain a respectful selling environment and protects the seller’s well-being.
- Fraudulent or suspicious activity: Blocking buyers suspected of fraud, such as using stolen credit cards or attempting scams, safeguards the seller from potential financial losses or legal complications.
- Repeat cancellations or disputes: Blocking buyers who frequently cancel orders or file excessive disputes without valid reasons helps minimize inconvenience and financial losses for the seller, ensuring smoother transactions.
Adding a buyer to your blacklist is quick and easy, taking less than a minute. All you need is the buyer’s user ID. Once you block a buyer, they will stay on your blacklist until you manually remove them.
eBay Seller Protection – FAQs
- Does eBay protect sellers?
Yes, eBay values your safety when selling online. If you meet your commitments as a seller, eBay will protect you if you face abusive buyer behavior or events outside your control. Sellers may not misuse the seller protections provided by eBay.
- Why do Top-Rated Sellers get more benefits than others?
Top Rated Sellers consistently deliver great buyer experiences and meet the highest standards for selling on eBay. When things go wrong, your track record matters. The track record of delivering great buyer experiences allows eBay to deliver higher protection.
- Can a seller ban a buyer on eBay?
Yes. eBay sellers can block, ban individual buyers or set buyer requirements based on specific criteria. If you’ve had an issue with a buyer and don’t want them to purchase or bid on your items, you can add them to your Blocked Buyers list.
Final Words
In conclusion, understanding eBay seller protection is crucial for sellers on the platform. The seller protection policy safeguards against abusive buying behavior and out-of-control events, with added benefits for Top Rated Sellers. However, meeting eligibility criteria is essential to access these benefits.
Proactive measures such as learning red flags, setting buyer expectations, uploading tracks, effective communication, blocking problematic buyers, reporting issues, and adjusting buyer requirements can help sellers protect their sales. By following these steps, sellers can minimize risks and ensure a successful selling experience on eBay.
If you want to learn more about selling on multi-eCommerce marketplaces, feel free to message us or join our community for more insights. Enjoy reading the LitCommerce Retailer Blog!
