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Seller protection policy

If you intend to sell on one or more of eBay's international sites, you will need to accept, and we encourage you to carefully review, the User Agreement, policies, and other requirements of that site. You can continue to reach out to the relevant customer service teams on the respective eBay site of your listing or transaction, as may be applicable to the nature of your query.

 

How you're protected

We want you to be able to sell with confidence. This page explains how we protect sellers, and offers best practices for addressing problems that sometimes come up.

More information:

  • Follow our best practices to help avoid problems with buyers.

  • Transactions made through PaisaPay may be covered by Seller Protection.

 

 
Automatic Transaction defect protections
 
We automatically remove any transaction defects caused by the reasons listed here. Sellers may request the removal of these types of defects if they are not automatically removed.
  • The buyer didn't pay for their order and an unpaid item case is recorded against the buyer.

  • 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, PaisaPay or PayPal (for international transactions only) instructs you to hold a shipment or takes action to cancel the transaction.

  • We take action to close an eBay Money Back Guarantee case or appeal request in favor of the seller

  • 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 our announcement board.


Manual review
Sellers can request that we remove transaction defects caused by the above reasons, if they are not automatically removed.
 
Automatic 5-star detailed seller ratings
Offer great customer service and get automatic 5-star detailed seller ratings, as follows:
  • Shipping and handling charges

    If you offer free shipping and we know the buyer chose that option, you'll get an automatic 5-star detailed seller rating for shipping and handling charges.

  • Shipping and handling time

    If you specify same business day or 1 business day handling, upload tracking information within 1 business day of receiving cleared payment, and the item shows a delivery time of 4 days from receiving payment, you'll get an automatic 5-star rating for shipping time.

     

  • Communication

    You'll automatically receive a 5-star communication detailed seller rating if:

    • You specify same business day or 1 business day handling and upload tracking information within 1 business day.

    • At the time the buyer leaves Feedback:

      • There are no buyer- or seller-initiated communications in eBay Messages and

      • There are no pending eBay Money Back Guarantee or PayPal Purchase Protection cases.

    • There are no requests for contact information between you and the buyer.

(Best Offers, Second Chance Offers, invoices, and invoice requests—even if they contain messages added by the buyer or seller—do not affect automatic 5-star detailed seller ratings for communication. You'll still qualify for an automatic 5-star communication detailed seller rating if you or your buyer sends these types of communications.)

Transaction defect rate
 
  • The defect rate is the percentage of a seller's transactions that have one or more of the following transaction-related defects:

    • Detailed seller rating of 1, 2 or 3 for item as described

    • Detailed seller rating of 1 for shipping time

    • Negative or neutral feedback

    • A return initiated for a reason that indicates the item was not as described

    • Transaction cancellation by the seller when the item was out of stock, or sold to another buyer

  • To meet eBay's minimum standard, sellers can only have up to 5% of transactions with one or more transaction defects over the most recent evaluation period. To qualify for Top Rated Seller status, sellers can only have up to 2% of transactions with one or more transaction defects over the most recent evaluation period.

  • The defect rate won't affect your status until you have transactions with defects with at least 8 different buyers (at least 5 different buyers to impact Top Rated status) within your evaluation period.

  • Sellers with 400 or more transactions over the past 3 months are evaluated based on the past 3 months, and sellers with fewer than 400 transactions are evaluated based on the past 12 months.

  • There can only be one defect per transaction. For example, if a buyer opens a case and also leaves a neutral feedback rating on the same transaction, it will only count as 1 defect in total.

 
 

eBay Top Rated Seller grace period
If you are a Top Rated Seller and fall below the sales and tracking requirements for Top Rated Seller status, you may qualify for the Top Rated Seller grace period. During the Top Rated Seller grace period you retain your Top Rated Seller status and benefits, and you have 2 evaluation cycles to get your transaction count, sales amount, or tracking requirements back to minimum program requirements.
You're eligible for the grace period if you fall below Top Rated Seller standards due to any of the following:
  • You have fewer than 100 transactions with US buyers over the most recent 12-month period.

  • You have less than $1,000 in sales with US buyers over the most recent 12-month period.

  • You've uploaded shipment tracking within your promised handling time for less than 90% (but not less than 85%) of transactions with US buyers in the last 3 months.

You're only eligible for the Top Rated Seller grace period when:
  • You otherwise have aTop Rated Seller performance rating

  • You've been a Top Rated Seller for the last 3 (or more) consecutive months immediately preceding evaluation; and

  • You meet all of the other performance standards of the program for:

    • Transaction Defect rate

    • Cases closed without resolution

    • Positive Feedback ratings

If you don't meet sales and tracking requirements and performance standards after the grace period ends, you lose your Top Rated Seller status and benefits.
Learn more about becoming a Top Rated Seller.
 
 
 
You are protected from unpaid items through our unpaid item policy. When a buyer wins an item or uses Buy It Now to purchase an item, they're obligated to complete the purchase by sending full payment to the seller.
If a buyer doesn't pay within 2 days, you can open an unpaid item case in the Resolution Centre. If the buyer still doesn't pay or reach some other agreement with you after 4 days, and you close the case, we will record the unpaid item on the buyer's account.
When an unpaid item case closes without payment from the buyer, you're eligible to receive a final value fee credit to your eBay seller account. Also, if you relist the item and it sells the second time, we may refund the insertion fee for the relisting. Learn more about receiving insertion fee credits.
Excessive unpaid items on a buyer's account may result in range of actions, including limits or loss of buying privileges.
We automatically remove Feedback when we know or have reason to believe that a buyer hasn't paid.
Learn more about the unpaid item policy.

Preventing unpaid items
 
 
 
We want to help you expand your horizons and grow into new markets, and we understand the challenges that selling across multiple countries can present. We are improving how we protect you when selling in emerging markets:
  • Late deliveries will no longer count against your late delivery rate metric, as long as you let us know the item has been shipped on time, and that you make it right with the buyer if any problems occur.

  • We'll remove negative or neutral Feedback caused by delivery delays from buyers in emerging markets.

Emerging markets which are covered by this policy: Afghanistan, Albania, Algeria, American Samoa, Angola, Anguilla, Argentina, Armenia, Azerbaijan Republic, Bangladesh, Belarus, Belize, Benin, Bhutan, Bolivia, Botswana, Brazil, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo, Democratic Republic of the Congo, Republic of the Cook Islands, Costa Rica, Cote d’Ivoire (Ivory Coast), Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands (Islas Malvinas), Fiji, French Guiana, Gabon Republic, Gambia, Georgia, Ghana, Greenland, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Indonesia, Iran, Iraq, Jamaica, Jan Mayen, Jordan, Kazakhstan, Kenya, Kiribati, Kyrgyzstan, Laos, Lebanon, South Lesotho, Macau, Madagascar, Malawi, Maldives, Mali, Marshall Islands, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nauru, Nepal, Nicaragua, Niger, Nigeria, Niue, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Romania, Russian Federation, Rwanda, Saint Helena, Saint Pierre and Miquelon, Senegal, Seychelles, Sierra Leone, Solomon Islands, Somalia, Sri Lanka, Suriname, Svalbard, Swaziland, Tajikistan, Tanzania, Thailand, Togo, Tonga, Tunisia, Turkey, Turkmenistan, Tuvalu, Uganda, Ukraine, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Wallis and Futuna, Western Sahara, Western Samoa, Yemen, Zambia, Zimbabwe.
 

Reporting a buyer

The buying practices policy outlines our expectations for buyer behavior. Violations may result in a range of actions, including Feedback removal, cancellation of cases in the Resolution Centre, limits on account privileges, limits on overall buying activity, and account suspension.

To report a buyer who may be violating our policies:

 
 
 
Legitimate claims by sellers against losses arising out of fraudulent Chargebacks:
A chargeback occurs when the card-holder disputes a charge on his credit / debit card statement with his card-issuing bank. On receiving such complaint from the card-holder, the card issuing bank credits the card holder and recovers the amount from eBay. eBay then deducts the amount from the PaisaPay Account of the concerned seller. The seller is notified of the recovery through an email.
A chargeback can be broadly defined in to two types
  • Item related disputes

  • Unauthorised card usage

eBay, at its discretion, currently provides chargeback protection for qualified transactions against unauthorized card usage. Chargeback’s arising out of Item Related disputes shall not be eligible for Chargeback protection solely. eBay reserves the right to discontinue the chargeback protection at its discretion without assigning any reason and without any prior communication thereof.
For chargeback arising out of unauthorized card usage & Item not received related reasons, if the seller has dispatched the item to the buyer,before the chargeback was raised by the buyer.
In order to be eligible for chargeback protection, the seller must have dispatched the item to the buyer and provide to eBay a valid Proof of Delivery (POD) within ten days of intimation of such chargeback by eBay. eBay reserves the right to reject the POD provided by the seller in case it finds the same to be incorrect or invalid.
To be eligible the seller must meet the following criteria (Qualified transactions):
  • Seller needs to mention the relevant PaisaPay IDs on the Proof of Delivery (POD)

  • Seller needs to ship the order to the buyer's shipping address mentioned on the order details page on eBay for the transaction, according to the shipping method and time frame agreed upon when the item was purchased.

  • Item listed on the Site should not violate eBay User Agreement, PaisaPay Seller Terms and Conditions, PaisaPay Rules and Policies & all other eBay Policies.

  • The disputed transaction does not involve intangible goods

  • POD needs to have the signature of the buyer along with the Name and Contact details

  • The Chargeback should have been raised by credit / debit card holder for unauthorized card usage or for an Item Not Received.

  • Seller had displayed a clear return policy on their item page for which chargeback has been received

  • For Item not received related charge backs, Seller should have Proof of Dispatch evidencing dispatch the product to the buyer and updated the tracking detail in eBay system within specified timeline and same has been delivered to the buyer in due course of time.

Cases in which no chargeback protection is provided by PaisaPay:
 
Product related reasons
  • Items/ Goods / Services, were violating eBay User Agreement, PaisaPay Seller Terms and Conditions, PaisaPay Rules and Policies & all other eBay Policies

  • Item is not delivered by the seller

  • Chargeback was for Intangible goods sold on eBay, such as services or digital content

  • Item condition / Quality related disputes

Delivery Related reasons
  • POD is not provided to PaisaPay within ten days of intimation of the chargeback

  • Hand delivery has been made for a PaisaPay order

  • Delivery is made at an address different from the shipment address mentioned on the order form.

  • Delivery by non physical delivery mode (e.g. Delivery by Email, Electronic transfer, SMS mode of delivery, Delivery through Voice mode, etc)

  • PODs which do not have buyers signature and contact details on the POD

  • Email confirmation from buyer / Buyer Feedback will not be treated as a valid proof of delivery

Other reasons
  • Wrong intent of the seller

  • Chargeback reason being credit (refund) not processed / RR Recovery / Paid through other means

PaisaPay Team advises the Seller to preserve the PODs for a period of minimum twelve months from the date of dispatch to be able to provide to PaisaPay department in case a chargeback occurs.
Legitimate claims by sellers against losses arising out of refunds to buyers
This aims to address the grievances of sellers arising due to refund given by eBay to a buyer through the eBay Guarantee* program subject to conditions mentioned in this program.
This program will cover the seller in the following scenarios where refunds / claim payouts are initiated by eBay to the buyer through the eBay Guarantee* program.
Where the seller has shipped the product to the Buyer and the Buyer is in possession of the product:
The seller should email a clear copy of the Delivery Proof (as provided below) to insellerprotection@eBay.com within 14 days of the claim closure in favour of the buyer.
Requirements on Delivery Proof
  • The Delivery Proof should be in the form of:

    • Proof of Dispatch in case the shipment is trackable online on the website of the shipping company or

    • Signed Proof of Delivery from a shipment company in case the shipment is not trackable online

  • The Proof of Delivery should mention the buyer’s full address.

  • In case of Delivery Proof submitted in form of signed Proof of Delivery, it should mention recipient’s name and phone number

  • The Proof of Dispatch or the Proof of Delivery provided for this purpose should have the same Airway Bill number as mentioned in the “Shipment Details” in PaisaPay Facility.

  • In case of Transaction Price of an item exceeding Rs. 2,500/- the shipment must be trackable online.

  • Seller should mention the PaisaPay ID / Item id & Buyer id on the Delivery Proof

Where the Buyer has returned the product to the seller but the seller has not received the same or if received, received the same in damaged condition. The Seller should inform eBay of non–receipt of the product within ten 10 days from the date on which the Buyer claim was closed in favour of the Buyer.
This redressal facility does not cover (please note that these are only illustrative examples and not an exhaustive list of instances. eBay has the full right and discretion to accept or decline any redressal request):
  • Refunds claims that are approved automatically by the PaisaPay Facility due to non-entry of shipping details by Seller in PaisaPay Facility within prescribed timelines.

  • Transactions involving intangible goods or Delivery by non physical delivery modes (e.g. digital delivery like delivery by email, electronic transfer, SMS, voice mode, etc)

  • Shipments from the seller to the buyer where the Items were damaged or lost in transit

  • Cases where the courier company returns the packet to the Seller due to non-delivery for reasons like buyer non available, wrong delivery address and buyer’s refusal to accept the packet, etc.

Obligations on part of the seller:
  • The Seller should have dispatched the product before the dispute raised under eBay buyer protection program was closed.

  • The seller should have delivered the item exactly as specified in the concerned listing on www.ebay.in.

  • The Seller should have participated in addressing the concern raised by the buyer in the eBay buyer protection program

  • The seller should have contacted eBay Customer Support within the time allowed to revert on such claims by eBay

  • Seller should have correct contact details on eBay.in to enable eBay to contact the Seller if needed.

Seller Specific Conditions
  • The Seller should have been a confirmed user of eBay from the time of commencement of transaction till the period when the protection is availed under this program.

  • eBay may at its sole discretion refuse to make any pay-outs under this program or settle any claims if eBay records indicate that any monies are due from the seller [including from any related accounts of a seller] to eBay and/or PaisaPay and/or to buyer(s).

  • The seller is not found to be violating or abusing any of the eBay / PaisaPay policies

Item specific conditions
  • The item should be legal and in accordance with eBay's Listing Policies, User Agreement, PaisaPay Seller Terms and Conditions, and PaisaPay Rules and Policies.

  • The listing for which protection under this Program is needed should not discourage use of PaisaPay in any manner.

Additional instances (only illustrative examples) where the redressal may not be processed:
  • In case the Seller does not meet any of the conditions mentioned in this Program.

  • If the seller has not completely fulfilled the obligation(s) as required in the order placed by the buyer.

  • In case the seller misrepresented, he may be excluded from this Program permanently in addition to other consequences that may be attracted under eBay User Agreement, PaisaPay Seller Terms and Conditions, PaisaPay User Agreement, applicable laws etc.

  • In case the buyer shipped the items back to the seller & seller has received the same

Once the claim is received within the above mentioned time period, eBay would make a decision based on the evidence on record. EBay’s decision in such case will be final.
Terms and conditions applicable to both claims mentioned above
  • Maximum  limit on number of claims: This program is designed to provide a redressal mechanism for the legitimate claims of sellers. Where in its sole discretion, eBay is of the view that a seller has misused or attempted to misuse the benefits of this program by filing false claims and/or false supportings, eBay may at its discretion and without further notice, while reserving its rights to initiate appropriate legal proceedings, suspend the seller and/or initiate restrictions on the seller’s account and/or bar such seller from participating in this program.

  • Coverage: The Seller shall be eligible to a maximum coverage of an amount equivalent to: (a) the aggregate transaction value (net of PaisaPay fee) for that claims. Further seller shall not be eligible for any interest or other dues of any nature.

  • Payout: In case of PaisaPay transaction the claim amount will be credited back to the PaisaPay account of the concerned seller. For non PaisaPay transactions the amount will be paid by vide cheque/demand draft issued in favour of the seller’s name as registered with eBay.

  • eBay, at its sole and absolute discretion is currently providing eBay Seller Protection Program and reserves the right to discontinue or modify this Program anytime at its sole and absolute discretion without assigning any reason and without any prior communication. Therefore, it is recommended that you visit, read and understand this Program on each occasion before sending your redressal requests.

  • Redressal under eBay Seller Protection Program is not a right of Seller but a discretionary benefit granted by eBay. Seller shall not have any claim or cause against eBay or its service providers for anything contained or carried out under this eBay Seller Protection Program. eBay completely disclaims any and all warranties either express or implied or direct or indirect or by course of conduct in relation to or in connection with this eBay Seller Protection Program. eBay’s liability to Seller for any reason or cause under this or arising out of eBay Seller Protection Program is NIL / ZERO.

  • Non Waiver: No actions or decisions by eBay under this Program shall waive any rights or claims of eBay against the Seller.

Legitimate claims by sellers against losses arising out of products lost or damaged in transit for shipments sent through PowerShip logistic partner:
In an event where a seller has registered himself for the PowerShip program and during the shipment of the product to the buyer or during the return shipment of the item back to the seller, if the product is lost or damaged by the PowerShip logistic partner, the seller will be protected up to a maximum of the transaction amount (Item price + shipping cost mentioned in the listing).

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