WHAT WE’RE DOING TO PROTECTOUR SELLERS

SELLER PROTECTION TEAM

WE’RE HERE FOR YOUWe know you work hard to deliver a great shopping experience for our buyers.

That’s why our seller protection team is here for you in case something goes wrong.

We take action to protect about 30,000 sellers every month, just here in the UK.

And we’re constantly improving our automated detection systems, transaction monitoring and policies so you can sell with confidence.

Take a moment toFIND OUT HOW in this booklet

WE’RE STRENGTHENING OUR SELLER PROTECTION

IAN,Seller Protection Team

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HOW YOU CAN PROTECT YOURSELF

Make sure you require immediate payment with PayPal for your Buy it now listings. We’ll make sure your item is still available for other buyers to purchase until it’s been paid for.

Our Unpaid Item Assistant tool helps you get a credit if a buyer doesn’t pay. You can also set a timeframe in which buyers should pay you and a profile of who can purchase your item.

Using PayPal is a safe way to receive payments – Learn more about the PayPal protection.

In addition to our protection measures, there are also things you can do to protect yourself:

NEW PROTECTION IF A BUYER DOESN’T PAY

We’re here for you if this happens:

EVERY NOW AND THEN YOU MIGHT HAVE A BUYER WHO DOESN’T PAY

Choose a timeframe in which your buyers should pay with our Unpaid Item Assistant tool.

New detection methods help us identify high-risk buyers who might be bidding on several similar items at once. We’ll take action before the non-payment even happens.

We identify buyers that haven’t paid so we can automatically remove any negative or neutral Feedback and low Detailed Seller Ratings (DSR) they might leave for you.

When an unpaid item case closes without payment, we’ll block the buyer from leaving Feedback and add a strike to their account.This can lead to buying limits or suspension.

You can also Report a Buyer in case someone violates our policies and we’ll keep track of how you’re protected in your Seller Dashboard. Learn more from our Seller Protection Hub.

ELENA,Seller Protection Team

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AUTOMATIC PROTECTION WHEN A CASE IS FOUND IN YOUR FAVOUR

Dispatch the order within your stated timeframe and provide tracking information.

Provide clear documentation that the item was described accurately and consistently throughout your listing and any communication.

FOR AN ‘ITEM NOT RECEIVED’ (INR) CASE

FOR AN ‘ITEM NOT AS DESCRIBED’ CASE

Offer FAST & FREE, dispatch orders within your stated dispatch time and provide tracking.

Accurately describe your items with as many item specifics and pictures as possible. Make sure you call out any flaws or defects with pictures.

In addition to our protection measures, there are also things you can do to protect yourself:

When an eBay Money Back Guarantee case is resolved in your favour, we’ll automatically pro-tect you from defects such as neutral or negative Feedback and low Detailed Seller Ratings.

We’ll make sure you don’t lose a case if you’ve done the following before a decision is made:

EBAY MONEY BACK GUARANTEE

CELINE,Seller Protection Team

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HOW YOU CAN PROTECT YOURSELF

NEW WAYSTO IDENTIFY HIGH-RISK BUYERS

Our team is on the clock 24/7 to keep an eye out for bad buyer behaviour. And they’re faithfully backed by large-scale automated detection systems that monitor millions of transactions every day.

We protect thousands of sellers in this way behind the scenes, every month.

In your new Seller Dashboard, you can have a look to keep track of how many times we’ve protected your account.

when we know that a buyer consistently leaves neutral or negative Feedback or low Detailed Seller Ratings which are inconsistent with sellers’ overall performance.

when we identify that a buyer is trying to get an unauthorised refund or avoid paying for a return.

We automatically remove negative or neutral Feedback and low Detailed Seller Ratings:

LOG INTO YOUR SELLER DASHBOARD TO SEE HOW WE’RE PROTECTING YOU

30,000

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By identifying linked eBay accounts and aliases we prevent blocked buyers from returning to the site.

We do our best to make sure we reward you with built-in protection when you deliver great service:

When you offer free postage, you’ll automatically receive a 5-star Detailed Seller Rating for postage and packaging.

If you offer tracking information, you’ll win ‘item not received’ cases if you display this information to the buyer.

We’ve set limits so that a single buyer can’t significantly impact your account status.

We assume that when a buyer doesn’t leave Feedback, the transaction went well.

Buyers can’t open an ‘item not received’ case until the day after the stated delivery date.

REWARDS WHEN YOU DELIVER GREAT SERVICE

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HOW DO I GIVE FEEDBACK ON BUYERS WHEN THINGS GO WRONG?

Even with the detections systems in place and proactive marketplace monitoring around-the-clock, we can’t do it alone - we need your help.

If you have a buyer who doesn’t pay, file an Unpaid Item case or if a buyer is violating our policies, please report them using our ‘report a buyer’ functionality.

WHAT HAPPENS WHEN YOU REPORT A BUYER?

We cross-reference these reports with our own intelligence on the buyer including claims, member messages, unpaid items, feedback, returns, and cancellations amongst 250 other variables. If the buyer has breached eBay policies we will take appropriate action. However, for confidentiality reasons, we can’t give you a specific report on this buyer, but if we remove feedback, low DSRs or any other defects, we’ll let you know by email. You can also check your Seller Dashboard.

YOU CANREPORT A BUYER

via the drop-down menu in My eBay next to your sold item or in the Leave Feedback section.

Alternatively you cando this via yourSeller Dashboard.

NewItem condition:

Buyer:

Postage: £1.30

Payment date: 13-Apr-14

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WANT TO FIND OUT MORE?For more information on how eBay safeguards its sellers, please view our Seller Protection Hub.

For ongoing tracking of the number of times Feedback, cases and low DSRs have been removed from your account as a result of eBay protection, please view your Seller Dashboard.

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