Because eBay is primarily a forum in which buyers are connected to sellers, rather than an online retail site in its own right, eBay has struggled to maintain the same reputation for safety and good customer service that other retail platforms enjoy—like Amazon.com.
To address this problem, in recent years eBay has taken steps to impose some basic requirements on sellers with regard to return policies, but the centerpiece of their customer assurance push has been the Buyer Protection Program.
eBay Buyer Protection Program
Generally speaking, eBay Buyer Protection is a promise to shoppers on the U.S. eBay site—eBay.com— that eBay will intervene in disputes between buyers and sellers to rectify issues when the seller has failed to act adequately to resolve the dispute.
Buyers that file a successful claim under the program are usually:
- Issued a refund from eBay directly for the full purchase price and shipping amount
- Required to return the unsatisfactory item to the seller
- Absolved of any further connection with the transaction or obligation to the seller
In rare cases, the buyer may not be required to return the item to the seller but will still receive a refund.
After a decision in a buyer's favor, eBay takes responsibility for recovering funds from the seller, because the buyer has already been reimbursed.
When the Buyer Is Covered by Buyer Protection
Buyers are eligible for a buyer protection claim as long as they:
- Made the purchase on the eBay site
- Paid through eBay using the eBay checkout process, such as PayPal, Bill Me Later, direct credit card purchase through eBay checkout, or another approved payment method
- Made a purchase that is not specifically excluded from protection
- Made the purchase within the 45 days preceding the claim
- Have a good faith dispute with the seller
This last point catches many disputers unaware. Buyer Protection is not an "unconditional guarantee" refund policy.
When the Buyer Is Not Covered by Buyer Protection
To win a claim, eBay must believe that the buyer fundamentally did not receive the item for which they paid. Some examples that may surprise buyers include:
- If you purchased a product, it was delivered in a timely fashion, and it is substantially the same as other products of the same make/model, eBay will not refund you simply because it turns out that you're very dissatisfied with the product.
- Similarly, a product that is inexpensive and generally recognized to be poor in quality is not likely to be refunded even if it breaks within the first 45 days you have it.
- A used item purchase is rarely refunded for breakage even if it was originally a high-quality, brand-name item. Notably, eBay usually rules that previous use has resulted in normal wear and tear and that buyers knowingly take a risk when buying a used item that the item may break soon after purchase.
It's worth noting that items that arrive very late, in a condition not matching the description, or with obvious damage or defects that were not disclosed in the listing, are generally covered.
Protection for Buyers Purchasing High-Cost Equipment or Cars
Because eBay is now selling very highly priced items, including major equipment and cars, it has instituted specific buyer protections for those items. It's important to read the entire policy carefully because there are very specific significant limits to the refund policy. However, in general, here are the protections available.
Buyer Protection for Capital Equipment
For items purchased on or after September 1, 2016, your capital equipment purchase is protected for up to $100,000 or the equipment purchase price, whichever is lower. For items purchased prior to September 1, 2016, your capital equipment purchase is protected for up to $50,000 or the equipment purchase price, whichever is lower. This program is free on all eligible capital equipment transactions completed on the eBay Business site with a final price of at least $1,000.
Buyer Protection for Motor Vehicles
Vehicle Purchase Protection (VPP) provides protection, against certain losses associated with fraud, up to a maximum amount of your purchase price paid, not exceeding $100,000 ($50,000 if purchased prior to Sept. 1, 2016), for purchase of an eligible vehicle on ebay.com or through the eBay mobile application. The types of fraud that are generally covered are:
- Non-delivery of the vehicle.
- Undisclosed defects in the title, and certain undisclosed defects with the vehicle. VPP is automatically included at no additional cost when you complete the purchase of an eligible vehicle on ebay.com or eBay mobile applications.
How the Buyer Protection Program Works
To take advantage of the program, a buyer that believes they're entitled to a refund must:
- First, contact the seller and try to resolve the issue without eBay intervention.
- Contact eBay within 45 days after purchase if the dispute can't be resolved directly.
- Respond to messages and required actions from eBay as the case is being processed.
- Return the item to the seller if eBay requires this step.
Once eBay has been contacted, the claims process will begin. Notably, eBay will remain in contact with both the buyer and seller, asking questions or requesting evidence for claims.
For this reason, there's more to Buyer Protection than just knowing how to file a claim—it's also important to know how to persuade eBay and win a claim if you want to be sure of receiving a refund.
How Buyer Protection Is Different From Credit Card Disputes
As a final step, buyers that are unable to win an eBay Buyer Protection case may in some instances find that their credit card issuer is willing to refund their purchase price through a credit card dispute. It is because there is somewhat more attention available on a per-case basis inside credit card processors.
Also, credit card companies have a clear pro-buyer orientation. Additionally, the protection policies offered by many credit card issuers usually default to the assumption that the "customer is always right." On the other hand, credit card disputes typically take much longer to process and often require much more intensive communication from the buyer to document the case as it proceeds.