eBay announced new seller protections on Wednesday. eBay explained in a nutshell:
"For top-rated sellers located in the U.S. and who offer 30-day returns, eBay is introducing two new financial protections. First, eBay will issue a seller invoice credit to cover return label cost if a buyer makes a false "item not as described" claim.
"Second, eBay will now allow these sellers to issue partial refunds for all items that are returned damaged. These protections will be live in the U.S. on October 1, 2019.
"The Company is also making it easier for all sellers to report buyers who violate eBay policies and has created a simple, clear set of consequences if something does go wrong. These protections are rolling out in the U.S. now."
Pay attention to 2 points in eBay's new Seller Protections:
- eBay will credit return labels only up to $6.
- You must be a Top Rated Seller.
What do you have to do to become a Top Rated Seller? eBay explains it on this page
To become a Top Rated Seller, meet the following guidelines:
- An eBay account that's been active for at least 90 days.
- 100 or more transactions and $1,000 in sales during the last 12 months with US buyers.
- A defect rate less than or equal to 0.5%, with three or fewer defects from unique buyers.
- Cases closed without seller resolution less than or equal to 0.3%, and two or fewer cases.
- A late shipment rate less than or equal to 3%, and five or fewer late shipments.
- Tracking uploaded within your stated handling time, and carrier validation for 95% of transactions to US buyers.
- Once you meet these requirements, we automatically upgrade you to the Top Rated Seller status at your next evaluation.
Assuming that's you, here are the FAQs about the new Seller Protections that roll out in October:
How does eBay protect me as a seller?
We're here for you when things don't go as planned and we will protect you from:
Abusive buying activity:
- A buyer falsely claims an item was not as described or wasn't received
- A buyer returns an item after it was opened, used, damaged or missing parts
- A buyer retracted their bid or didn't pay
- A buyer changed their order, requested a discount or something extra
- A buyer asked to take the sale off eBay
- A buyer sent threatening or abusive messaging
Events outside your control where:
- You receive a late shipment for an item that arrived late, but tracking shows that you shipped it on time
- You receive a late shipment due to severe weather or a carrier disruption
- The buyer files an item not received claim and tracking shows on-time delivery
What are the new protections for Top Rated Sellers?
Beginning October 1, 2019, we'll be taking your track record into account with new protections for Top Rated Sellers, when a buyer falsely claims an item was not as described or when an item has been returned after it has been used or damaged.
How do I qualify for these new protections?
- Top Rated Sellers who reside in the US are eligible for protections on items that offer 30 day or longer returns and are listed on eBay.com.
- The protections apply whether you ship the item to a buyer in the US or internationally.
I received a false claim - what should I do?
- Offer 30 day or longer returns to be protected from item not as described claims on eligible transactions.
- If a buyer makes a false claim, please accept the return and report the buyer to us. You will receive a return shipping label subsidy on your invoice. We will also automatically remove any negative and neutral feedback, defects, and open cases in service metrics.
- Provide ship tracking to avoid item not as described claims. When tracking shows on-time item delivery, you are protected.
I received a return that was used and/or damaged - what should I do?
When you give a refund for an item that has been returned after it has been used or damaged, you can deduct up to 50% from the refund for the lost value of the item. We will take care of any issues with the buyer, including removing any negative and neutral feedback, defects, and open cases in service metrics.
I am not a Top Rated Seller - am I still protected?
- You must be a Top Rated Seller to qualify for these enhanced protections. Visit ebay.com/toprated to learn how to become a Top Rated Seller.
- All sellers are protected from abusive buying activity when they report it to us and we take action on the buyer for violating policy. This includes removing feedback, defects or open claims from service metrics left by the buyer.
- If you are not a Top Rated Seller, you can still qualify for protections on items returned opened, used or damaged when you offer free returns. You can keep up to 50% from the refund to recover the lost value of the item. We will take care of any issues with the buyer, including removing any negative and neutral feedback, defects, and open cases in service metrics.See the full announcement that includes information about new seller tools and eBay's new Managed Delivery fulfillment service here.