This policy was updated on 18 December 2023. Our policy guidelines have not changed, but the information about activity that doesn't follow this policy has been updated for clarity.
However, to keep everyone in our community safe we have guidelines and policies that cover how you communicate.
We don't allow our members to:
- Make offers to buy and sell outside of eBay
- Send spam
- Threaten others, or use profanity or hate speech
- Exchange any personal information (except names), including email addresses, phone numbers, payment information, social media links or accounts, or other contact information
- Send viruses, malicious code or software through our messaging service
This applies to all messages sent on the eBay platform, including My Messages and Best Offer, and all types of content posted on eBay by users, including listings, Feedback and reviews. To find out more about our policies related to member-to-member communications, please read our full policy guidelines below.
Frequently Asked Questions
Does eBay monitor and store members' messages?
We may monitor messages (together with any attachments) sent between members for fraud, abuse, spam, illegal content and other policy violations. We keep a copy of all communications which can be used to help in these circumstances.
While we understand members may wish to keep communications private, if you contact members through channels other than eBay, we can't help if problems arise.
Does eBay share personal email addresses?
In the majority of cases, we don't share buyers' personal email addresses. We replace email addresses with aliases for buyers and sellers to hide personal contact information. When you communicate, your email appears like [email protected] and is sent through our secure platform.
What can I do about a member who's threatening me?
If you ever receive a threat, report it to us immediately.
We'll look into it and determine what action is needed, which could include suspending the member's account. You should also report threats to local law enforcement.
A member left Feedback which I don't think is accurate or fair. Can I have it removed?
On request, we may remove some kinds of Feedback – if it contains hate speech or profanities, for example. However, while we discourage rude and accusatory comments, we don't remove them if they're related to a specific transaction.
We would recommend getting in touch with the member and asking them to revise their Feedback. Read our article on viewing, responding, and changing Feedback.
Read our full policy
Member-to-member contact policy overview
Members can send messages to each other through eBay. We encourage open communication between our members but we don't allow our members to use these options to send spam, offers to buy or sell off eBay, threats, profanity or hate speech. We also don't allow members to offer, reference or request email addresses, phone numbers or other contact information, physical addresses, web addresses or links within eBay messaging systems (for example, Best Offer or eBay Messages) or in any email communication managed by eBay, and all types of content posted on eBay by users, including listings, Feedback and reviews. eBay may monitor messages sent through eBay and between users for fraud, abuse, spam and other violations of eBay's policies.
Activity on eBay is required to follow this policy, the eBay User Agreement and all applicable laws, as well as respect the rights of third parties. If it doesn't, eBay may take action consistent with applicable laws and the eBay User Agreement, and may even be legally required to do so. Such actions may include, as an example only: Removing the listing or other content, issuing a warning, restricting activity or account suspension.
Please remember that we don't have control over communication unless it takes place through eBay. Also, posts on eBay community boards - opens in new window or tab aren't covered by this policy. However, we do have a Community content policy.
Want to reduce the amount of email you get from us?
If you want to reduce the amount of emails you receive from eBay, you can change your communication preferences - opens in new window or tab.
What are the guidelines?
Spam (email)
We don't allow our members to send each other spam. "Spam" is an email (or part of an email) that is both unsolicited and commercial in nature.
Unsolicited means the message was sent without the explicit request of the person who received it. Commercial means the message discusses buying, selling, or trading of goods or services.
Some examples of spam include:
- Unsolicited email offers sent to potential buyers
- Email messages sent to a member on a mailing list without that member's prior permission
- Invitations to join a mailing list that aren't related to your eBay Store
- Offers to buy or sell off eBay
- Email sent using eBay Messages - opens in new window or tab (or features such as the Contact member link) to send unsolicited commercial offers
Not allowed
- Offers to buy or sell items outside of eBay
- Messages that include email addresses, phone numbers or social media links or accounts, contact information or usernames
- Messages that include links or web addresses
- Email and websites impersonating eBay – Some members have reported receiving requests for personal information in email messages that look like they were sent from eBay, but weren't. Learn how to recognise spoof (fake) eBay websites and how to report spoof emails
- Showing or linking to direct email addresses in a listing or Store pages. Instead, buyers can use the "Ask a question" feature on the listing page to send email messages to the seller
If you have received spam from another eBay member, please forward it to [email protected].
If you received a warning for violating our spam policy and you believe it was sent in error, or you were suspended for violating our spam policy and would like to learn more, please contact us.
Feedback comments containing inappropriate content
Removable
These types of Feedback comments may be removed:
- Feedback containing personally identifying information about another member, such as a member's address, phone number, email address or real name. We may also remove Feedback that can be used to obtain personally identifying information about another member, such as an item tracking number
- Feedback not related to a sale, including a comment, reply or follow-up related to a different sale
- Feedback containing political, religious, social or other commentary, rather than genuine comments about a sale
- Feedback containing language that is profane, vulgar, obscene or racist, as well as comments containing adult material or physical threats
- Negative Feedback comments left by a seller that directly contradict a positive rating
- Feedback containing links or promotional language which encourages buyers to purchase outside of eBay
- Feedback that includes references to third-party investigations, including law enforcement investigations or eBay investigations
Not removable
These types of Feedback comments aren't removed:
- Feedback comments containing accusatory language such as "fraud", "liar", "cheater", "scam artist" or "con man". Although this type of comment is strongly discouraged, it isn't removed unless it also contains content that isn't allowed
- Feedback comments containing URLs or links to eBay.com.au
Additional information
Your email address and other contact info might be disclosed to the other party when involved in a successful eBay transaction with you. eBay will investigate and take action on reports of misuse of this information. Please see our User Privacy Notice for more information on how we handle your personal data.
Why does eBay have this policy?
Communication between members is a key part of the eBay buying or selling experience, and we want to keep it as open as possible. But it's important that our members feel safe, and aren't getting unwanted email or offers from other members.