2 min article

Appeal a defect

If a defect on your account is eligible to be removed, we’ll automatically remove it within 72 hours. If the defect isn’t removed automatically, you may be able to appeal, depending on the circumstances.

Quick tip
The best place to go to appeal a defect is Seller Help - opens in new window or tab. Once you submit a request to have a defect removed from there, we'll look into it. Please note that Seller help is changing, and you may see a different experience while we roll out these changes to make it easier for you to request the removal of defects. Please be aware that in this new experience you may find things in a different place, or new functionalities.

Automatic defect removal

You can find the full list of circumstances that result in automatic removal of a defect in our Seller performance and defect removal policy. 

In these circumstances, the defect will be removed from your account within 72 hours, so you won’t need to contact us. 

To learn how sellers are protected on eBay, read our Seller protection policy.

Tip
The transaction defect report - opens in new window or tab provides details on any defects you may have. 

Appeal a defect

If you have a defect that can't be removed automatically, you can visit Seller Help - opens in new window or tab. Seller Help is a tool for sellers to resolve issues related to returns, cases, defects, and feedback left by buyers.

In Seller Help, you can send an online request to have transaction defects reviewed for removal. Here's how:

  1. Go to Seller Help and select Request assistance
  2. Select Appeal a defect
  3. Choose the item you want us to review
  4. Tell us why, then select Send request

We'll review defects for removal if any of the following circumstances apply:

  • The buyer opened the request by mistake
  • Tracking was uploaded and shows that the acceptance scan is within your handling time
  • Tracking was uploaded and shows that the item was delivered to the buyer’s address within the stated estimated delivery date. If the order’s total cost (total of item(s), shipping and tax) is $750 or more, signature confirmation is required
  • An item sent through our Global Shipping Program, eBay International Shipping, or WINIT arrived on time to the processing center but was delayed in international shipping, or the buyer never received it
  • The transaction was canceled by eBay, the Global Shipping Program or eBay International Shipping
  • You have proof, like tracking details for example, that a returned item was delivered to the wrong address

If you receive a defect due to any of the circumstances stated in our Seller performance and defect removal policy, we’ll automatically remove it within 72 hours.

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