Today we are officially launching the new eBay Buyer Protection programme. All buyers  can now go directly to eBay when they have a problem with an item they purchased on ebay.co.uk..

This new programme was announced to sellers last year and has been gradually phased in. You may  have already seen the new process in the eBay Resolution Centre. There are no functional or policy changes associated with today’s launch.

For sellers the new process offers clear benefits:

• If you resolve an issue with a buyer and refund the buyer yourself, we will refund your Final Value Fee for the transaction.
• The eBay resolution process is now shorter and simpler. As a seller you have 10 days from the day a buyer raises a claim to resolve the issue. After that, if the buyer tells us that they are not satisfied, eBay will make a decision on the claim.
• Buyers are always encouraged to contact the seller before filing a claim. If a buyer does not fulfill all the requirements they cannot file a claim.
• Buyers expect to be able to contact eBay when something goes wrong – just like they can do on other leading e-commerce sites. This new process will give buyers a clearer, more familiar experience.  However, the eBay site is just a venue, which allows eBay users to buy and sell items; sellers are fully responsible for their transactions
• PayPal Buyer Protection will remain in place, but for all purchases made on eBay we now encourage buyers to go to the eBay Resolution Centre. This will be the main process for dispute resolution on eBay.

See more details on eBay Buyer Protection policy and read our seller FAQs and view our tutorial video for sellers.