Facebook Marketplace Seller Protection Policy
Our Seller Protection Policy ensures a safe and trustworthy seller experience on Facebook Marketplace, offering peace of mind by protecting against events outside Sellers' control, such as packages lost in transit, abusive buying behavior, and unauthorized chargebacks.
We want every seller on Marketplace to have a great experience every time they sell an item, but if you do experience an issue, our Policies are in place to provide guidance on next steps.
Seller Protections
Eligibility
Shipping Protection
Sellers are protected against claims for lost, stolen, and transit-delayed packages, provided they ship within the published shipping/handling window, provide a valid tracking number, and show the package was sent to the address provided by the buyer.
Item Not As Described
- Buyers must reach out to sellers before filing a Purchase Protection claim in this category.
- Sellers are protected against buyer abuse where the buyer claims the item is not as described under the following conditions:
- Sellers responded to the buyer's refund request within 2 days.
- If the buyer cannot show the item delivered does not match the listing, Meta will protect the seller against the claim.
- If the seller initiates a return or refund, and the buyer declines to return the product to the seller, the buyer will not be refunded.
- Meta will only issue Purchase Protection for items that are significantly different than described.
Returns Protection
Sellers are protected from buyers who return products they have used, damaged, or substituted for a different product, and cases where the return was never delivered, under the following conditions:
- Sellers submit documentation showing the item returned was used, damaged by the buyer, substituted for a different product, or that the return was lost during shipping.
Unauthorized Chargebacks
For transactions processed through onsite checkout, Sellers are protected against unauthorized chargebacks resulting from fraudulent transactions, transactions made through compromised accounts, or from Meta system errors.
Limitations
- Seller Protection is currently only available in the US and coverage is limited to items covered by Meta's Purchase Protection Policy that have a sale price of $500 or less (matching the maximum list price for shipped items on Marketplace).
- If sellers use a third party payment processor, like Shopify, Meta cannot cover unauthorized chargebacks.
Order fulfillment obligations
- Sellers must provide valid tracking information for all orders.
- Sellers must ship orders (i.e., items must be received by carrier) within 7 calendar days or the order may be automatically cancelled by Meta. Failure to maintain adequate shipping performance, including frequent cancellations, late shipments, or failure to deliver items to the carrier, may be considered a violation of these policies which may lead to various consequences, including temporary restriction of shipping features. These performance standards are determined in Meta's sole discretion.
- Sellers are responsible for accurate package weight and dimension inputs when using Meta-issued shipping labels. If a carrier assesses an adjustment fee due to under-reported weight or dimensions, the seller may be responsible for the difference. If so, this difference may be deducted from the seller's payout balance or charged to the seller's payment method on file.
Claim process
- Buyers must first contact the seller within 3 days from the date of delivery of your purchased product to try to resolve purchase issues.
- If a buyer requests a refund or has an issue with their purchase, the seller has 2 days to respond to the buyer and attempt to resolve the buyer's issue.
- If the seller has not responded or resolved the issue after 2 days, the buyer may make a claim directly to Meta.
- Buyers must file a claim within 7 days from the date of delivery of the purchased product, or within 60 days for unauthorized claims. Keep in mind that decisions on buyer claims are made in Meta's sole discretion.
- Sellers must comply with applicable local laws regarding returns.
- Sellers are responsible for handling returns on time, accepting or closing returns and issuing refunds, and following the returns policy stated in the product listing. Refunds must be issued in a timely manner when the seller receives the returned items.
Appealing a Buyer Claim
When a buyer is dissatisfied with a delivered product or a seller's conduct during the shipping and fulfillment process, they can raise the issue with Meta as a claim. Examples of such situations can be found in our Purchase Protection Policy. Meta will notify a seller when a Purchase Protection claim has been raised by a buyer against them. Sellers will have 48 hours to provide supporting documentation. Meta will conduct a fair review using supporting documentation from buyers and sellers, including any messages sent between buyer and seller. We'll typically respond within 2-3 business days.
Selling fees
Meta will charge Individual Sellers a fee of 10% per transaction, with a minimum fee of $0.80 ("Selling Fee"). With respect to goods, the sale of a good or goods which are shipped together are a "transaction" for the purpose of this section. The Selling Fee will be calculated based on the entire amount of the transaction (including the sale price(s) of good(s), any shipping fees and Applicable Taxes).
Chargebacks
A chargeback occurs when a buyer contacts their debit or credit card issuer to dispute a transaction with the seller. A buyer may file a chargeback for many reasons, such as an incorrect or unauthorized transaction on their card, not receiving the items they purchased, or being dissatisfied with the purchase but not being able to resolve the matter directly with the seller. When a buyer files a chargeback, Meta will notify the seller and deduct from the seller's account (or charge the seller's payment method on file, if the account balance is insufficient) the transaction amount and a $20 chargeback fee until the chargeback has been resolved by the card issuer. If the chargeback is resolved in favor of the seller, a credit for the transaction amount and chargeback fee will be returned to the seller's account. Meta will review chargebacks and cover the cost of chargebacks that we determine to be related to a fraudulent payment, such as unauthorized purchases resulting from theft of credit card or account information. Sellers bear the risk of loss associated with all other chargebacks. However, if the card issuer decides in the buyer's favor or the seller fails to respond to chargeback within 10 calendar days, the transaction amount and the $20 chargeback fee will be deducted from the seller's account balance or charged to the seller's payment method on file.
Responding to a Chargeback
Sellers have 10 calendar days to respond to a chargeback and submit evidence against the buyer's claim. Individual sellers cannot dispute chargebacks. Meta may choose to dispute chargebacks on behalf of sellers. When responding to chargebacks, sellers should provide evidence that relates to the reason for the chargeback. Learn more about how to respond to a chargeback. Meta will not consider Purchase Protection claims from buyers who have received a refund as a result of a successful chargeback. Meta may conduct additional investigations into seller accounts that face multiple chargeback claims, and may take additional action to restrict the seller's account. Meta may also disable payments or take additional action to restrict the account of buyers who file fraudulent chargebacks.
Payment Disputes with Meta
Sellers have 90 calendar days to contact Meta regarding payment disputes or issues. Any disputes or issues not raised within this time-period will be permanently waived.
Legal
All sellers using onsite checkout must comply with these policies, as well as the Community Standards and Commerce Product Merchant Agreement in order to qualify for Seller Protection. Violation or abuse of these policies may lead to various consequences, including but not limited to account restrictions, restrictions on Seller Protections, cancellation of orders, ranking changes, removal of products, or refunds at a loss to the seller. Meta reserves the right to issue refunds where required by applicable law. Decisions on buyers' claims and Seller Protections are governed by these policies and the Purchase Protection Policies, and are made in Meta's sole discretion.