2013 Spring Seller Update
In case you missed it...
Other news and updates to help you sell more
Sell with confidence. When a case is found in your favour, your feedback is protected.
Starting May 1 for items sold on eBay.com, as part of eBay’s ongoing commitment to ensure a fair and safe marketplace for all buyers and sellers, you’ll be protected from feedback and detailed seller ratings on any eBay Buyer Protection case filed against you that is resolved in your favour by eBay. This new feedback protection will help ensure your seller performance ratings are a better reflection of the service you provide, allowing you to focus on selling, pleasing your buyers, and taking your business to the next level.
There's nothing you need to do. As of May, this feedback protection will happen automatically, promptly after winning a claim. To help avoid cases being opened by buyers, always:
Great customer service is the key to any successful transaction. To help ensure you are protected and to avoid cases being opened by buyers, follow these best practices:
What is eBay changing?
Starting May 1 for items sold on eBay.com, eBay will automatically protect sellers from all feedback—positive, negative, or neutral—in instances where eBay decides against a buyer on a case within the eBay Buyer Protection program. Any feedback and related DSRs already left will be automatically removed when the seller wins a claim for all eBay Buyer Protection cases, including cases related to returns.
What is the benefit for me?
This feedback protection will protect you from all potential feedback related to eBay Buyer Protection cases that are resolved in your favour as well as help ensure your seller performance ratings are a better reflection of the service you provide. Feedback that is removed will not count towards your standards calculation, improving your chances of achieving or keeping Top Rated Seller status.
What about PayPal Purchase Protection cases?
At this time, we will not be removing feedback left on cases filed with PayPal Purchase Protection. This protection only applies to cases filed with eBay Buyer Protection, which represents a majority of today's claims.
What about cases where eBay finds no one is at fault? Will you remove that feedback as well?
Feedback and related DSRs will generally not be removed for eBay Buyer Protection cases in which no one is found at fault.
What action do I need to take? By when?
There's nothing you need to do. Starting May 1, this automated feedback protection will become part of our larger eBay Seller Protection efforts and will be in effect for all sellers.
How will I know when feedback has been removed?
Any feedback removals will be clearly communicated to sellers as part of the case closure communication message you receive from eBay Buyer Protection. Additionally, we will share the cumulative monthly removals both within the monthly seller protection email and on the seller dashboard .
Will buyers be notified if and when their feedback has been removed?
Yes. Buyers will receive an email from eBay about the outcome of their case, as well as an email about the removal of feedback and detailed seller ratings related to that case.
If I appeal a case and win, will feedback from the buyer be removed?
Yes. We will remove buyer feedback and related detailed seller ratings promptly in those instances where the seller has appealed the outcome of a case and won. We will share this as part of the eBay Buyer Protection program email messages, monthly seller protection email, and on the seller dashboard.
Where can I get more information about this and other seller protections?
You can learn more about all the seller protections on eBay by reviewing the official seller protection policy for more details about how you're protected.
Why are you removing positive feedback?
We remove all feedback when a seller wins a case because we want to ensure that no feedback or detailed seller ratings affect your selling standards or appear on your account.