This week, eBay have rolled out enhanced seller protection for Top Rated and Above Standard sellers when they have to deal with faulty returns and false SNADs (Significantly not as described).
Previously some of these protections applied to Top Rated Sellers, but now they will all apply for both Top Rated and Above Standard sellers.
Enhanced seller protection
If you are Top Rated or Above Standard, it’s well worth familiarising yourself with the protections as, in some cases, your terms specified in your listings could impact eligibility if something goes wrong.
- Access to eBay’s Partial Refund tool, which gives Top Rated and Above Standard sellers control over how much they can refund buyers if an item returns in a damaged condition. You can take off up to 50% of the value upon inspection of the returned item. We will also remove defects and negative or neutral feedback associated with that return.
- It’s worth noting that you have to have offered free returns on the original listing.
- You are also not eligible for any fee credits when you deduct from the buyer’s refund because they returned the item used or damaged
- The Report a Buyer button, found in the returns flow and in the Resolutions Centre, allowing sellers to report abusive buyers.
False not as described return claims
- Up to £3.50 credit on your next invoice towards the return shipping label cost incurred, if your report has been accepted through the Report a Buyer tool.
- Upon your report being accepted, we will automatically remove negative or neutral feedback, defects, and open cases from your service metrics.
Other business sellers protections
These seller protections specifically apply to business sellers.
Events outside your control
In events such as severe weather or disruptions to item arrival times, we will automatically adjust your late delivery rate and remove negative feedback and relevant defects.
Abusive buying activity
The Report a Buyer button, found in the returns flow and in the Resolutions Centre, allowing sellers to report abusive buyers. If we find a buyer has violated the Abusive Buyer Policy, we will remove any negative or neutral feedback posted, defects, and open cases from your service metrics.
eBay’s Money Back Guarantee
If an eBay Money Back Guarantee case or appeal request has been closed in your favour, we will remove all feedback and defects.