Seller Protection Policy

The seller protection policy was created to deliver on our service promises to create good buying experiences, we will protect you from abusive buying behavior and from events outside your control.

Frequently Asked Questions

How am I protected from abusive buyers?

If APX finds a buyer’s behavior is abusive, we will take action on the buyer and remove negative and neutral feedback and defects, including opened cases in service metrics.

What if something happens that is outside of my control?

We will protect you by removing negative and neutral feedback and defects when things happen that are outside your control, such as weather or carrier delays, or when the item arrives late but tracking shows you shipped on time.

Read more about seller protections

Protections for Top Rated Sellers coming in October

Your track record matters 

Top Rated Sellers (TRS) who reside in the US and offer 30 day or longer returns will be protected on items listed on myapx.shop when:

If the report qualifies:

  • We will subsidize the return shipping label cost up to $6.00 per return for any false claim filed by a buyer that an item was not as described
    • The subsidy will be credited on your monthly invoice
    • For transactions to be eligible you must report the buyer
    • Credits will be applied where we determine the buyer made a false claim
  • We will also automatically remove negative and neutral feedback, defects, and open cases in service metrics
  • You can deduct up to 50% from the refund to recover the lost value of the item
  • We will work directly with the buyer to resolve any issues associated with the item being returned, including removing any negative and neutral feedback, defects, and open cases in service metrics

If we are asked to step in and help, you will no longer be able to issue a partial refund to the buyer. 

Protections for all sellers

Abusive buying activity

When we determine that a buyer has violated the abusive buyer policy, we will remove any feedback and defects posted by that buyer, including opened cases in service metrics. We may also prevent that buyer from filing return requests or opening claims. In serious cases or repeated abusive behavior, we may suspend the buyer’s account.

You can help us by reporting the buyer and clearly describing what they are doing. This will help us investigate potential policy violations and take actions to protect you.

See the abusive buyer policy for buyer behavior that is not allowed.

Sellers who offer free returns are eligible for this protection

  • You can deduct up to 50% from the refund to recover the lost value of the item
  • We will take care of any issues directly with the buyer for you, including removing any negative and neutral feedback, defects, and open cases in service metrics

If we are asked to step in and help, you will no longer be able to issue a partial refund to the buyer. 

  • If a buyer retracts their bid and it disrupts your auction, you can choose to cancel the transaction and we will remove any feedback and canceled transaction defects
  • If the buyer doesn’t pay and you file and close an unpaid item request, we will remove feedback and canceled transaction defects and you will be refunded the final value fee
  • To prevent unpaid items, you can require immediate payment from buyers

You never have to agree to any changes to the terms in your listing (e.g., adding additional items or discounts). If a buyer demands a change to what you originally offered, you can choose to either cancel the order, or you can complete the transaction under the original terms. We will remove feedback and canceled transaction defects when we can see the buyer’s demands in APX messages.

Events outside your control

We automatically adjust your late shipment rate and remove feedback when:

  • The carrier scan shows you shipped within your handling time, even if it arrives late
  • The carrier scan shows the item arrived by the estimated delivery, even if you shipped it late
  • If there is no tracking or the carrier didn’t scan the shipment, it will not count as a late shipment if the buyer doesn’t indicate the shipment was late

We automatically adjust your late shipment rate, remove canceled transaction defects and remove feedback when:

  • Your shipment was impacted by delivery delays caused by weather or other carrier-caused events listed on the announcement board
  • The shipment receives a carrier scan within your handling time, even if the item arrives late
  • APX or PayPal instructs you to hold a shipment or cancels the transaction

Other protections

Fair performance evaluation

To measure your overall performance accurately, we look at your performance as a whole.

  • The transaction defect rate won’t count in your seller performance status until you have transactions with defects from at least 4 different buyers within your evaluation period
  • You won’t be subject to consequences for Service Metrics when your rate is under 1% in a specific category or if you have had fewer than 10 ‘item not as described’ or ‘item not received’ requests from unique buyers
  • Keep in mind that buyers don’t see your defect rate

Learn more about seller performance standards.

APX Top Rated Seller grace period

If you are a Top Rated Seller and fall below the sales and tracking requirements for Top Rated Seller status, you may qualify for the Top Rated Seller grace period. During the Top Rated Seller grace period you retain your Top Rated Seller status and benefits, and you have two evaluation cycles to get your transaction count, sales amount, and/or tracking requirements back to minimum requirements.

You’re eligible for the grace period if you fall below Top Rated Seller standards due to any of the following:

  • You have fewer than 100 transactions with US buyers over the most recent 12-month period
  • You have less than $1,000 in sales with US buyers over the most recent 12-month period
  • You’ve uploaded shipment tracking within your promised handling time for less than 95% (but not less than 90%) of transactions with US buyers in the last 3 months

You’re only eligible for the Top Rated Seller grace period when:

  • You otherwise have a Top Rated Seller performance rating; and
  • You’ve been a Top Rated Seller for the last 3 (or more) consecutive months immediately preceding evaluation

If you don’t meet sales and tracking requirements and performance standards after the grace period ends, you will lose your Top Rated Seller status and benefits.

Learn more about becoming a Top Rated Seller.

Eligibility for protections

If you do any of the following you are not eligible for any seller protections:

  • Operate with a false identity
  • Not follow through with your service promises (such as not honoring your return policy)
  • Have a history of serious policy violations, such as selling counterfeits, using prohibited forms of drop shipping or taking sales off APX
  • Misuse the protection, such as excessively reporting false ‘Item not as described’ requests or unfairly giving too low a partial refund

See our Seller protections abuse policy for more information.

To be eligible for Top Rated Seller protections you must:

  • Be a US Top Rated Seller at the time of the protection
  • Reside in the US (including US territories)
  • Offer 30 day or longer returns
  • Only give partial refunds to recoup the actual lost value of the item when it is returned in a different condition than the original item
  • Only report buyers for opening false item not as described returns where you correctly described the item
  • Not be rated ‘Very High’ in Service metrics

Items eligible for Top Rated Seller protections must be:

Learn more about APX Money Back Guarantee.

Learn more about the Seller Performance and Feedback policy.

More information:

  • Follow our best practices to help avoid transaction problems
  • Transactions made through PayPal may be covered by PayPal Seller Protection

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