Allowed
Negative Feedback left as a result of the following situations won't be removed:
A minor event beyond the seller's control occurs, such as an electric outage that prevents the printing of shipping labels.
An eBay system issue which doesn't affect the buyer experience. For example, a seller is unable to list an item.
Not allowed
Negative or neutral Feedback left as a result of the following situations may be removed:
A major event beyond the seller's control, such as an earthquake or flood, is directly and solely responsible for a bad buyer experience. In these situations, we also remove low detailed seller ratings.
An eBay system issue is directly and solely responsible for a bad buyer experience. In these situations, we may also remove low detailed seller ratings.
PayPal places a hold on a payment and notifies the seller to delay shipping of an item, and the negative or neutral Feedback is a result of the delayed shipping.
We are provided with a valid court order requesting Feedback removal.
We receive a decision from NetNeutrals, via the Independent Feedback Review process, requesting Feedback removal.
Negative or neutral Feedback is a result of seller not leaving Feedback for a buyer.
Not allowed
Feedback from a buyer is removed or adjusted automatically in the following situations:
A buyer is suspended for behavior we find warrants removing all negative and neutral Feedback left for sellers. If any member is suspended within 90 days of registration, all Feedback left by that member is removed.
An eBay or PayPal Buyer Protection case is decided in a seller's favor.
There's a Global Shipping Program error. We may also remove or adjust low ship cost or ship time detailed seller ratings.
A buyer has shown a pattern of leaving disproportionately high rates of low Feedback or low detailed seller ratings.
A seller qualifies for an automatic 5-star detailed seller ratings, in the following categories, when:
Shipping and handling charges:
A seller offered free shipping, and we know the buyer chose that option.
Shipping time:
A seller specified same business day or one business day handling, uploaded tracking information within one business day of receiving cleared payment, and the item showed a delivery time of 4 days from receiving payment.
A seller's item was designated as Fast 'N Free, the seller uploaded tracking information, and the item was delivered within the stated handling time plus the estimated delivery time as specified by the carrier.
Communication:
A seller specified same business day or 1 business day handling, and uploaded tracking information within 1 business day.
At the time the buyer leaves Feedback:
There are no member to member messages initiated (Best Offers, Second Chance Offers, invoices, or invoice requests don't affect automatic 5-star eligibility), and
There are no eBay Buyer Protection or PayPal Purchase Protection cases opened before Feedback was left.
There are no requests for contact information between the buyer and the seller.