Enhanced eBay Seller Protection live from today

By Chris Dawson October 1, 2019 - 10:00 am

From today, eBay Top-rated Sellers in the UK will get enhanced eBay Seller Protection on listings that offer 30-day returns or more.

Up to today, all sellers were covered in instance where an item arrives late that you posted on time, you fulfilled your orders as promised but received inaccurate feedback or defects or a buyer demands changes or extras from you. Sellers will continue to be protected by eBay in these circumstance, but eBay Top-rated sellers who offer 30 days returns will get additional protection from today.

Enhanced eBay Seller Protection for Top Rated Sellers

…for false Item not as described cases

If you receive a false ‘Item not as described’ request

  • Use eBay’s recently updated Report a Buyer tool to report the case.
  • If the report qualifies for enhanced eBay Seller Protection, eBay will credit your monthly invoice for the cost of the return postage label up to £3.50.
  • For the reported case, eBay will automatically remove negative or neutral feedback, defects and the opened case in your Service metrics, if the report qualifies.

…for opened, used or damaged returns

If a returned item is opened, used or damaged by the buyer

  • Accept the return.
  • You can then deduct up to 50% off the refund to cover the lost value.
  • For the reported case, eBay will automatically remove negative or neutral feedback, defects and the opened case in your Service metrics.

There will be some limits to how many times you can use these protections to prevent abuse from sellers. Naturally eBay aren’t specifying exactly how many claims will be considered as abuse, but we’re guessing it is in part linked to your sales volumes.

  • D
    8 months ago

    Do you know when the new rule on organic/promoted listings will come into affect?

  • 8 months ago

    someone hacked into my ebay business account and changed the payment email address to their own but only on 2 listings so went unnoticed and all payments have been rerouted to the fraudsters paypal account instead of my company paypal account and ebay marked the items as paid and awaiting dispatch so they were dispatched so the customer has received the product and the payments for the products purchased have gone into the scammers paypal account and not our companies paypal account. total of £20399 has been stolen the ebay report says I can’t believe this has happened I want this scammer brought to justice and I want my money returned. Ebay are at fault as this is an ongoing fraud that is happening to many sellers now I can see by googling it and they should have sent an email out to there sellers making them aware of this kind of fraud going on on ebay . they notified me last week that they thought a 3rd party had logged into my account but I want to know why did they only send me this message and block my account last week and not in july when I was hacked. instead the payments are just going to the scammer and ebay is marking the items as paid and putting them in the awaiting dispatch section and im thinking they have paid and everything is as normal. my ebay account name is sonnics and my company name is our paypal email address is and they changed it on 2 listings to I have checked this info for the domain bought it was bought the same day they started taking my payments for my items I have just investigated so you have to pay with debit or credit card to buy the domain and give your details so there details should be there? WHOIS LOOKUP is already registered* Domain name: Data validation: Nominet was able to match the registrant’s name and address against a 3rd party data source on 18-Feb-2019 Registrar: Namecheap, Inc. [Tag = NAMECHEAP-INC] URL: Relevant dates: Registered on: 03-Jul-2019 Expiry date: 03-Jul-2020 Last updated: 03-Jul-2019 Registration status: Registered until expiry date. Name servers: WHOIS lookup made at 19:53:25 30-Sep-2019 — This WHOIS information is provided for free by Nominet UK the central registry for .uk domain names. This information and the .uk WHOIS are: Copyright Nominet UK 1996 – 2019. You may not access the .uk WHOIS or use

    this has happened to many sellers since the beginning of 2018 yet ebay and paypal have not informed there sellers of this scam or have not taken any extra security measures to prevent it happening to any other sellers on ebay. they obviously don’t really care about there sellers and there marketplace being safe. They need to be held accountable and all of us that have had this happen to them need to come together and take action against ebay and paypal because they do nothing .

    • 8 months ago

      @Peter Amott Paypal are not responsible for your money being paid into another persons account. They are the payment receiver and have nothing to do with your transactions on eBay or who the money goes to.

      The problem is solely an eBay problem:

      1. How are sellers accounts being compromised?
      2. Why are sellers not notified of changes?
      3. Why has it been ongoing for so long?

      However, there is a Paypal situation which needs to be investigated: How are the accounts being used to scam eBay sellers created? What checks were made on these accounts?

      The amount of money involves large scale money laundering and there should be some financial body which a complaint should be made too by all the sellers involved.

      Once investigated then it may or may not be found to be negligent.

    • 8 months ago

      @tyler paypal are the ones that give the scammer an account to receive fraudulent funds no?, paypal are the reason I have been scammed as well as ebay. I know of over 30 sellers and there are many more out there that have been scammed by the same scam but ebay and paypal do not let the other sellers know a simple email to all sellers letting them know of this scam and to check there payment policies and paypal email address would have stopped my account getting scammed. ebay and paypal have know about this scam since before feb 2018. paypal will not talk to me about the scammers paypal account due to GDPR and they have my money from my sales. Seem fair to you? lets hope you don’t get a problem.

    • 8 months ago

      @ Peter Amott I think your missing the point and you need to break this problem in to two situations rather than keep putting them together.

      People open accounts on Paypal and have money paid in, there is nothing wrong with that. eBay is a recognised source and many millions in various currencies are paid into paypal quite legitimately every day.

      The question you need to ask is: How would Paypal know those funds are being scammed?

      The simple answer is they would not know, so how can they do anything about it? How can they be responsible?

      How would Paypal know your account on eBay has been compromised? They wouldn’t.

      It is not their responsibility to monitor your eBay account or millions of others.

      You cannot blame PayPal for abiding by GDPR that is ridiculous. If eBay allowed funds to be paid into other high street banks, this would be the same problem and they also would not provide you with the details you require.

      I could make up a story about how you have scammed me and I want details of your account, would that be acceptable if they provided me with your details etc?

      The root of the problem is eBay, this is where your details have been changed. How did they get access to your account and why does eBay not inform you of such an important change, as well as why they have not stopped this happening after 2 years.

      I am NOT saying that PayPal may not have played a part and you need a group of you to make a complaint to whoever regulates Paypal for them to look into how genuine the Paypal accounts are.

      But that is another matter and it would be the same problem if somebody was using a high street bank to receive the money.

      But don’t expect financial institutions or anybody else to break the law to satisfy your frustration.

  • 8 months ago

    Fraudsters scam a business more than 11,000 separate times via eBay and Paypal costing it £54,000 – but neither will take the blame

    this has happened to this seller months before it happened to me

    • 8 months ago

      Peter, hopefully you’ve seen the plethora of TameBay updates as well as the other TiM article.

      Last time we saw an update on Tamebay there were ~20+ merchants with ~£400K+ of stolen eBay merchant sales revenue.

      3 weeks ago Richard Crisp suggested he was interested in speaking to anyone else similarly defrauded by these criminals.

      It would be empowering to see the victims band together to take whatever action available to be made whole, as well as to witness the perpetrators held accountable.

      Also perhaps consider

      Also reshare something interesting I found on a friend’s blog (swap eBay for Etsy):

      “😩 If you’re in the EU or UK, Etsy violated GDPR laws if your account was hijacked and/or your personal data were stolen in a hack (Articles 33–34: Organizations must report a breach within 72 hours to data protection authorities; Etsy didn’t). Etsy also violated GDPR’s “Right to Be Forgotten” clause by not purging your data when you quit and/or closed your shop. Also under GDPR, Etsy is legally responsible for third parties (websites, app developers, consultants, etc.) mishandling your personal data. Report GDPR infractions by going to

  • Mark
    8 months ago

    Brilliant!! another great useless piece of assistance from eBay.

    Selling an item for £100 which costs us around £65 and where we make around 25% profit after all sales and shipping a buyer returns a product used totally and beyond resale.

    So now ebay say here you are we will protect you have £50 back so you have only lost £15 for the buyer being ripping you off.

    Well done ebay another masterclass in how to get rid of sellers.

    Oh and as we have now a site full of unscrupulous buyers we have limited the number of times we help. Meaning you will only get ripped of a bit on the first few then totally ripped off on the remainder

    • 8 months ago

      @Mark So rather than applauding a step forward you are still disgruntled?

      Whilst it is not 100% perfect at least you are not the full £65.00 + return postage out of pocket.

      So an item that you sell for £100 is returned used or open, you get to keep and resell, it has cost you £15. How much do you then resell that used / opened item for?

      I am sure in the end there will be a balance now rather than a loss pre the new protection rules.

      Personally I think eBay should get a “Thumbs Up” for improving!

    • 8 months ago

      I sometimes wonder what sellers like you are selling, if your experience of ebay leads you to believe it is full of unscrupulous buyers.

      I’ve been using ebay since the late 90s, both as a private seller and as a business seller. I’ve sold collectables, clothing, books, music, tech – anything and everything really. There have of course been some dodgy buyers over the years, but nothing like the level some other sellers seem to attract and nowhere near enough for it to be a concern.

  • Ben
    8 months ago

    This looks like a positive step. Thanks Ebay.

  • Toby
    8 months ago

    Well i guess it is better than nothing.. we have had a string of buyers returning items used and ebay saying ‘oh well as we don’t ride along with it both ways… we can’t get involved’… In every case the buyer has gone completely silent on us and refused to communicate… doesn’t that tell you something?
    My question is, as ebay keep telling us they can’t confirm the condition the item was in going out or when the buyer returned it… what has happen? What if the buyer contests it? Will ebay pay instead of them… thus still rewarding their fraud?
    Afte rall i had a buyer admit it was new, then that they used it to see if it was suitable…. and then ebay still refused to accept that it had been used!
    …. I’m not getting my hopes up on this one, the lack of detail around it suggests that it is a lot of hot air again. After all…. what exactly does qualify it? They don’t actually tell you! After all right now photgraphic evidence and even the buyers admitance in an ebay message isn’t good enough!

  • Mark
    8 months ago

    We sell iteks that help train dogs to stop pulling.

    Customers seem to think they can buy it and try it on then yep wrong size return Not a problem. However we have seen a huge increase since the 30 days was introduced in people using the item for a few weeks thinking its a magic bullet (not realising you still have to train your dog).
    So they then return it filthy dirty and sometimes rubbed and frayed and chewed.

    I cannot see anywhere in our listing that says try before you buy.

    So selling it as used can be a non starter totally and if possible it still becomes a nightmare as again as a business you have to accept returns and what we describe as used an d a bit mucky may not be a buyers agreement so again back it comes this time at our expense.
    So do you see how this starts to add up then add in the protection is only for a limited number of claims and its not fit for purpose.

    So again encouraged by ebay we need to get someone with aprivate account auction it off for us with no returns encouraging Tax evasion etc and bad selling practices .

    But hey ho!

    The joy of ebay.
    I am not saying everyone is a crooked buyer but it is increasing.
    Just like everyone keeps saying their accounts have been hacked by all these nice people out there.

    well i would hate to find the bad ones.

    • 8 months ago

      @Mark I fully understand your frustration, not something we encounter but canb see it is a bind.

      However, once again, when a business is moving forward and improving surely that is a positive?

      Ok so the positive has some drawbacks and whilst they have said these claim will/may be limited, we should maybe wait to see the outcome.

      It would be good if eBay were turning a corner and this being the start of a clamp down on buyer fraud, but we will have wait to see.

  • Mark
    8 months ago

    Why ebay need to get their act together is as follows.

    At home this morning checking what i may need to take to work regarding sales on ebay.
    I logged in as normal all was fine and dandy.

    Arrived at work later and went to log in.

    aha!! The login page looks different. Is it genuine?

    i ring a friend that sells on ebay and ask them to check theirs its the normal login page.

    So i close my browser and do not use my favourites to get to ebay. The login page is stiull different to everyone elses.

    So i login with everything crossed!!!!

    why oh why do they keep p****ng about with stuff that just needs leaving alone. There are more important things they should be doing.

    I understand that all hacked accounts are down to the user allowing the hack to take place. After all a hacker that could hack ebay would not mess around with a few accounts till they are found maybe a few weeks they would hack every account for 10 minutes.

    Even banks do not operate fail safe systems but they could at least implement a system that says this change has taken place please confirm its you on basic high risk parts of your account.

    But for gods sake leave basic login pages as they were and stop adding to the confusion.

    • james
      8 months ago

      Yup, same thing happened to us yesterday.
      Not only that they’ve changed the seller hub, sales records, etc.
      half the useful information from before is missing, at least they now have the new ebay uniform order number available in this new format, but have chosen to hide to old sale record number we’d been using up unitl now, making yesterday a barrel of laughs.
      in addition they seem to have changed the file exchange format, meaning our auto upload & downloads weren’t working either. Thanks eBay!
      This isn’t the kind of crap you need to be hitting a business with if you want them to succeed, it’s more like vandalism. is it really too much to ask for a heads up on changes like this before they happen?

    • DaveP
      8 months ago

      Yep, the new ‘improved’ Seller Hub is causing all sorts of pain….. Its awful.

      A thread over on the eBay Business Seller boards here:

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