New policy removes defects automatically

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To help you save time and stay focused on selling, eBay will now automatically remove defects from your record in certain situations

As part of the new seller performance standards, eBay is introducing an expanded defect removal policy that automates the process of getting defects removed from your performance record.


Under the new defect removal policy, certain transaction defects received for reasons outside a seller’s control will be automatically removed from the seller’s performance standards and feedback profile. These include the following situations:

  • The buyer did not pay for their order and an unpaid item is recorded against the buyer.
  • An eBay Money Back Guarantee or PayPal Purchase Protection request is ruled in the seller’s favor
  • The defect was the direct result of an eBay site issue or an eBay program error.
  • eBay takes action on a buyer for activity that violates the Buying Practices policy.
  • eBay or PayPal instructs you to hold a shipment or takes action to cancel the transaction.
  • eBay can determine through valid tracking that the defect was the direct result of systemic delays in shipping or communication. Examples include: wide-scale shipping carrier delays, items stuck in customs, or power outages due to extreme weather. Actual events will be listed on eBay’s announcement board.

Be sure to visit your seller dashboard to see if you’ve received any defects—and when those defects are removed. Read the defect removal policy for more details.

Other available protection

  1. Sellers are protected by eBay’s Unpaid item policy when a buyer does not pay for their purchase.

More about seller protection

eBay seller protection policy

Find out how you’re protected.

Frequently Asked Questions

Have a question about how to deal with feedback or a low DSR? See the FAQ for answers.

Updated eBay Seller Performance Standards are here

So you can focus on doing what matters most to your buyers.