Buyer to seller communication before opening a case
eBay always encourages buyers to contact the seller to resolve any issue with their purchase before filing a Buyer Protection case. Now cases filed on eBay.com when the buyer does not attempt to contact you first will not be included in the count of opened cases used for evaluating your performance.
Starting August 31, if you have a Standard, Above Standard or eBay Top-rated seller rating on eBay.com, when a buyer who purchased from you using the eBay.com site doesn't attempt to contact you through eBay member-to-member communication before opening an eBay Buyer Protection case AND you resolve the issue promptly (the case closes prior to escalation or timing out), the case will not be included in your count of opened cases—one of the factors used to establish your performance rating on eBay.com.
As always, any case that is escalated and found in your favor will not affect your performance rating.
Follow these best practices to avoid having eBay Buyer Protection cases in the first place and to make sure you're protected if one is opened:
Review the message you send to your buyers in your listings and post-sale communications to reinforce your commitment to great service and ensure your buyers feel comfortable contacting you if they have an issue.
Ship with a carrier that offers package tracking and upload the tracking information if available to eBay, ideally within 24 hours of the buyer making payment. The majority of buyer issues are related to shipping, and uploading tracking information puts the answers at their fingertips. Estimated delivery information based on tracking you uploaded can prevent an item not received case from being filed.
Check your Seller Dashboard and email from eBay regularly so you'll know right away when a case is opened and respond immediately. Provide as much detail as possible in your first response as this information will be referenced if the case is escalated.
Enter your current address, and click the Ship to this address button
Report to eBay if you suspect a buyer is taking advantage of the return policy. Use the seller reporting hub to report an unpaid item, Feedback extortion, or any other problem with a buyer. eBay investigates all reports and will remove any negative or neutral Feedback that's in violation of eBay policy.
And of course, follow all best practices for providing great service and keep your customers happy.
Starting August 31, for sellers who have a Standard, Above Standard, or eBay Top-rated rating on eBay.com, if a buyer who purchased using eBay.com doesn't contact the seller before opening an eBay Buyer Protection case AND the seller resolves the issue promptly (the case closes prior to escalation or timing out), the case will not be included in the seller's count of opened cases-one of the factors used to establish seller performance rating.
This update will make the resolution process fairer for sellers. Although eBay directs buyers to contact the seller as the first step in the process, buyers sometimes bypass this direction and the seller may not know there is a problem with a transaction until the eBay Buyer Protection case is filed. This change will ensure a seller's performance standing isn't affected as a direct result.
Starting August 31, this change will apply to all eligible eBay Buyer Protection cases for transactions on eBay.com for Canadian and US registered sellers. Cases opened prior to this date will not be affected. Cases opened on PayPal will still follow the current PayPal Buyer Protection guidelines which are not being changed as part of this update.
eBay Buyer Protection does not apply to items purchased on eBay.ca. Only items purchased on eBay.com are eligible for the eBay Buyer Protection program and only these cases can impact your US seller performance.
Items purchased on eBay.ca are eligible for PayPal Purchase Protection. PayPal Purchase Protection cases are not used in the Global seller performance program applicable on eBay.ca.
It is important to communicate with your buyer using My Messages. If a case is escalated to eBay Customer Support, it will be reviewed to determine what actions were taken by the buyer and seller to resolve the issue. If the buyer is in good standing and the case meets the requirements of the eBay Buyer Protection policy, the Resolution Center will review additional transaction information to determine if the case is ready for resolution. This may include a review of messages sent between the buyer and seller through My Messages.