Updates to Feedback

Starting at the end of April, UK sellers will benefit from automated positive feedback for eligible transactions. This will ensure you get the recognition you deserve for successful sales, enhancing your feedback score.

Additionally, we’re updating our feedback removal policy to better align with global regulation. These updates aim to create a fairer marketplace by ensuring that feedback accurately reflects service quality, creating a level playing field for all.

These steps are part of our journey toward a more balanced and transparent feedback system that supports and protects sellers and better reflects the buyer experience.

Introducing automated positive feedback

We know that the vast majority of transactions happen without incident, with sellers consistently providing great service. However, in the past, your excellent service might not have been acknowledged if buyers didn't leave feedback. We've heard from sellers that automated feedback is a great step in recognising good service, and we’re pleased to be expanding it beyond new sellers. Starting at the end of April, UK sellers will automatically receive positive feedback for orders that use a tracked service, arrive on time, and have no buyer issues.

The automated positive feedback will contribute to your feedback score and positive rating percentage, and will be displayed with the message, “Order completed successfully - tracked and on time.”

Automated positive feedback will be added to your feedback profile 7 days after tracking confirms successful delivery, provided the following criteria are met:

• Tracking shows the item was delivered on time
• The buyer hasn’t left feedback yet
• The buyer hasn’t reported an issue with their order

For private sellers, we've introduced Simple Delivery, a streamlined delivery method with tracking to help you qualify for automated positive feedback.

This feedback will remain unless the buyer reports a negative experience, such as opening a return request, reporting non-receipt, or cancelling the order. Any positive or negative feedback subsequently left by the buyer will replace the automated positive feedback.

By reinforcing the reliability and quality service you provide, automated positive feedback ensures your efforts are recognised and reflected in your profile. Keep an eye on your profile from late April to see automated feedback in action.

Changes to feedback removal

We value accurate seller feedback and are committed to ensuring it reflects true service quality. To better align with global regulation, we’re making two changes to our policy around feedback removal.

From 23 April, we’ll no longer automatically remove feedback in the following two return scenarios:

• The item was returned used or damaged, and the seller deducted an amount from the refund.
• The seller offers free returns, handled the return, and issued a refund.

You can still request a feedback review, as it may qualify for removal under the numerous scenarios outlined in our Feedback policy. We’ll continue to remove neutral or negative feedback in many instances, with over 30 specific reasons detailed in our policy. For example, feedback that is harmful, results from extortion, or involves issues that were correctly disclosed in the listing will be removed.

Providing free returns demonstrates strong seller commitment and boosts buyer confidence, but it doesn’t necessarily mean every buyer experience was ideal. Our changes help feedback remain an accurate reflection of the overall transaction.

We remain committed to a fair and transparent feedback system that benefits both buyers and sellers. We're excited to introduce automated feedback to acknowledge your great service, and we're here to assist if feedback doesn't adhere to our policy.