Updates to our Feedback Policy
With the latest policy updates, we’ll now remove negative or neutral feedback in more situations.
What you need to know
We’ve been working on updating our Feedback Policy to extend to more situations where removing feedback is warranted. We’ll now remove feedback that sellers may receive in situations that don’t follow the updated policy. For better clarity, we’ve also updated our Feedback Policy page to clearly list these instances.
What’s changing
We’ll now remove negative or neutral feedback in the following cases:
When a buyer asks to cancel an order after placing it and the seller denies their request. Our eBay policy states that sellers have the discretion to accept or deny a cancellation request.
For example: A buyer purchases a set of golf balls but then requests to cancel their order because they found a cheaper set elsewhere. The seller declines the request and the buyer responds by posting negative feedback. Since the seller is not obliged to accept cancellation requests, the feedback is removable.
When a buyer changes their mind about their purchase and references being charged for the cost of an eBay return label.
For example: A buyer purchases a bracelet and after receiving it, they decide it doesn't suit their style and want to return the bracelet. When they realise there will be a charge for the eBay return label, they leave negative feedback about it. Since there were no other issues with the transaction and the buyer's comment is only about having to pay for an eBay return shipping label, the feedback is removable.
To learn more about what’s changing along with a clear list of scenarios where we’ll remove feedback, check out our new Feedback Policy page. To submit a request to have feedback removed based on these guidelines, head to the Seller Help page.