eBay feedback removal: the cases where eBay takes feedback away, and how to ask

When will eBay remove feedback?

eBay feedback removal is possible when a comment breaks eBay's feedback policy, and not simply because a seller disagrees with it. eBay's UK feedback policy says it removes harmful, inappropriate or irrelevant feedback, and that in each case it makes sure it has factual evidence to support removal. It also says plainly that eBay is not in a position to contradict buyers' opinions or judgement of items. An honest, on-topic negative comment about a real problem will usually stay.

The policy groups the removable cases into six areas: harmful or irrelevant content, extortion and manipulation, buyer-related transaction issues, delivery issues, returns issues, and eBay site or programme issues. Knowing which group your feedback falls into tells you whether a request is worth making and what evidence eBay will look for.

Does negative feedback hurt your seller level?

eBay's UK feedback policy says that receiving negative or neutral feedback does not affect seller performance. Your seller level is decided by measures such as transaction defects, cases closed without seller resolution and late deliveries, which our guide to the eBay transaction defect rate explains. Feedback still matters to buyers reading your profile, which is why removal of unfair comments is worth the effort.

Which comments break eBay's feedback policy?

eBay says it removes all feedback that contains any of the following, whatever the rating:

• content promoting hatred, violence or discrimination;
• profane, obscene, adult, illegal or explicit content;
• opinions on political, religious or social issues;
• implied or explicit threats or intimidation;
• personally identifiable information, such as a name, address or phone number;
• links, URLs or other content encouraging sales outside eBay;
• infringement of third-party rights;
• meaningless content, or images that are not of the item purchased;
• comments intended for a different item or seller;
• negative comments with positive ratings, or positive comments with negative ratings;
• personal attacks that could harm the seller's reputation and could not reasonably be seen as constructive criticism.

eBay's own example: a seller of a photo frame received negative feedback saying the shirt was very poor quality. The comment was clearly for the wrong item, so it was removable.

Extortion and manipulation

eBay also removes feedback used to extort another member, or used to manipulate feedback ratings. Its example is a buyer who wrote that they would leave negative feedback unless the seller added a free memory card and case. If a buyer threatens feedback to get something not in the listing, keep the message: it is your evidence.

Which buyer-caused problems lead to feedback removal?

This group matters most to busy sellers, because it covers orders that went wrong for reasons on the buyer's side. eBay says it removes neutral or negative feedback when it can see that:

• the buyer asked to cancel after placing an order, winning an auction or otherwise committing to buy;
• the order was cancelled because of a problem with the buyer's address;
• the order was cancelled because the buyer did not pay;
• the buyer is raising an issue that was correctly disclosed in the listing;
• the buyer has been actioned under eBay's abusive buyer policy;
• the buyer asked for a change to the order after paying, and the feedback relates to that.

The disclosure point depends on what your listing says. eBay's example is a pre-loved dress with a small stain. The description stated the stain clearly, so the buyer's negative comment about it was removable. eBay adds that if the dress had been described as in excellent condition with no mention of the stain, the feedback would not be removable. Clear, honest descriptions protect you twice: fewer complaints, and a stronger case when one arrives.

Address changes are another common one. eBay's example is a seller who refused to send an item to a work address that was not on the order, and received negative feedback for it. That feedback was removed. Our article on what to do when a buyer wants to change the address covers why sending to the order address protects you.

Delivery, returns and eBay programme cases

Delivery issues

eBay removes neutral or negative feedback when the buyer is referring to:

• a delivery issue where tracking shows the delivery or handling time expectations were met;
• a delivery issue where a natural disaster or unexpected event caused a carrier delay;
• a customs or tax issue outside the seller's control that eBay could identify.

The first point is the reason to upload tracking for every order and dispatch within your stated handling time. Without tracking, eBay has no record showing you met the expectation, and a 'slow delivery' comment is much harder to challenge.

Returns issues

eBay removes neutral or negative feedback that refers to a change-of-mind return you declined because the listing did not offer returns, or to a buyer who changed their mind and had to pay for an eBay return label. Business sellers should remember that buyers often have legal cancellation rights regardless of the listing's returns setting, so check your obligations before you decline a request.

eBay site or programme issues

eBay also removes neutral or negative feedback when the comment is about not being able to retract a bid, when an eBay technical problem caused the issue, or when an eBay Money Back Guarantee case or payment dispute closed with the seller having met their obligations. The policy adds cases tied to specific eBay services, such as items posted on time with eBay International Shipping or the Global Shipping Program, items posted with Simple Delivery where the eBay label caused the problem, eBay Fulfilment shipping issues outside the seller's control, and items sent on time through eBay's authentication service that passed authentication.

How to request eBay feedback removal

eBay says it uses automation to remove feedback that breaks the policy without being asked. For cases that are not clear-cut, you can request a manual review through Seller Help, and eBay's tip is to contact it within 90 days of the transaction. Follow these steps.

1. Match the feedback to the policy. Read the comment and find the exact group and line it falls under, for example 'the order was cancelled because the buyer did not pay'.
2. Gather the evidence. Collect the order number, the eBay message thread, the tracking number with its scans, the listing text that disclosed the issue, or the cancellation record.
3. Open Seller Help. Choose the option to report feedback and select the order. State in one or two sentences which policy point applies and where eBay can see the proof.
4. Wait for eBay's email. eBay says that if the feedback qualifies, it will email you and remove it within 24 hours. If it cannot be removed, eBay will explain why it is allowed.
5. Reply publicly if it stays. Write a short, calm reply that explains what you did to put things right.

Sometimes only part of a comment breaks the rules. eBay says that in that case it may invite the buyer to revise the comment so it can be published, and both buyer and seller receive an email explaining the next steps. Depending on the situation, eBay may remove the comment, the rating, the images, or a combination.

A worked example

Example: suppose a buyer orders a kettle on Monday, your handling time is one working day, and you dispatch on Tuesday with tracked delivery. Tracking shows delivery on Thursday, inside the estimated delivery window shown on the listing. On Friday the buyer leaves negative feedback saying 'took ages to arrive'. Here, tracking shows the delivery and handling time expectations were met, which is one of eBay's listed reasons for removal. Your request would quote that policy point and give the tracking number. If tracking showed the parcel arriving after the latest estimated date, the comment would be a fair account of the buyer's experience and would likely stay.

What eBay will not remove

Knowing the limits saves time. eBay will not remove honest feedback just because it is negative or because the seller feels it is unfair, and 'the buyer never contacted me first' is not one of the reasons the policy lists. A comment about a real fault you did not disclose, a late parcel with no tracking to show otherwise, or poor communication is the buyer's experience, and the policy protects it.

Do not try to get around this. Offering a buyer a refund or a discount in return for changing feedback, or pressing them to revise it, can breach eBay's feedback manipulation rules. eBay says creating, soliciting or using fake, misleading or manipulated feedback is not allowed. Our guide on removing negative feedback through the routes that work covers what you can properly say to a buyer.

A feedback removal checklist

Use this list every time a negative or neutral comment arrives.

• Is the comment abusive, off-topic, for a different item or seller, or does it include personal details? Report it.
• Did the buyer cancel, fail to pay, give a bad address or ask for a change after paying? Report it with the order record.
• Was the issue clearly stated in your listing? Report it and quote the listing text.
• Does tracking show you met your handling time and the delivery estimate? Report it with the tracking number.
• Is it within 90 days of the transaction? If not, a manual request may be too late.
• If none of these apply, reply politely, fix the cause and move on.

Read the full and current wording on eBay's UK feedback policy. eBay.com sellers will find the matching feedback policy in eBay's US Help pages; the categories are broadly the same, but check the US page for anything specific to the US site.