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 * Member-to-member contact policy

5 min article


MEMBER-TO-MEMBER CONTACT POLICY


 * Member-to-member contact policy overview
 * What are the guidelines?
 * Additional information
 * Why does eBay have this policy?

To keep the eBay marketplace functioning effectively, we know it is important
for members to be able to communicate easily with each other.

This policy was updated on 3 October 2023 to clarify our guidelines on sharing
contact information, and is effective as of that date.

However, to keep everyone in our community safe we have guidelines and policies
that cover how you communicate.

We don't allow our members to:

 * Make offers to buy and sell outside of eBay
 * Send spam
 * Threaten others, or use profanity or hate speech
 * Exchange any personal information (except names), including email addresses,
   phone numbers, payment information, social media links or accounts, or other
   contact information
 * Send viruses, malicious code or software through our messaging service

This applies to all messages sent on the eBay platform, including My Messages
and Best Offer, and all types of content posted on eBay by users, including
listings, Feedback and reviews. To find out more about our policies related to
member-to-member communications, please read our full policy guidelines below.


FREQUENTLY ASKED QUESTIONS

 


DOES EBAY MONITOR AND STORE MEMBERS' MESSAGES?

We may monitor messages (together with any attachments) sent between members for
fraud, abuse, spam, illegal content and other policy violations. We keep a copy
of all communications which can be used to help in these circumstances.

While we understand members may wish to keep communications private, if you
contact members through channels other than eBay, we can't help if problems
arise.


DOES EBAY SHARE PERSONAL EMAIL ADDRESSES?

In the majority of cases, we don't share buyers' personal email addresses. We
replace email addresses with aliases for buyers and sellers to hide personal
contact information. When you communicate, your email appears like
63ae59ac280fe0fa69@members.ebay.com and is sent through our secure platform.


WHAT CAN I DO ABOUT A MEMBER WHO'S THREATENING ME?

If you ever receive a threat, report it to us immediately.

We'll look into it and determine what action is needed, which could include
suspending the member's account. You should also report threats to local law
enforcement.


A MEMBER LEFT FEEDBACK WHICH I DON'T THINK IS ACCURATE OR FAIR. CAN I HAVE IT
REMOVED?

On request, we may remove some kinds of Feedback – if it contains hate speech or
profanities, for example. However, while we discourage rude and accusatory
comments, we don't remove them if they're related to a specific transaction.

We would recommend getting in touch with the member and asking them to revise
their Feedback. Read our article on viewing, responding, and changing Feedback.


READ OUR FULL POLICY


MEMBER-TO-MEMBER CONTACT POLICY OVERVIEW

Members can send messages to each other through eBay. We encourage open
communication between our members but we don't allow our members to use these
options to send spam, offers to buy or sell off eBay, threats, profanity or hate
speech. We also don't allow members to offer, reference or request email
addresses, phone numbers or other contact information, physical addresses, web
addresses or links within eBay messaging systems (for example, Best Offer or
eBay Messages) or in any email communication managed by eBay, and all types of
content posted on eBay by users, including listings, Feedback and reviews. eBay
may monitor messages sent through eBay and between users for fraud, abuse, spam
and other violations of eBay's policies.

Activity that doesn't follow eBay policy could result in a range of actions
including for example: cancelling listings, hiding or demoting all listings from
search results, blocking some or all of your messages/communication with other
members (including deleting, removing or obfuscating all or part of any such
communication), lowering seller rating, buying or selling restrictions,
reporting to law enforcement, and account suspension. All fees paid or payable
in relation to listings or accounts on which we take any action will not be
refunded or otherwise credited to your account.

Please remember that we don't have control over communication unless it takes
place through eBay. Also, posts on eBay community boards - opens in new window
or tab aren't covered by this policy. However, we do have a Community content
policy.


WANT TO REDUCE THE AMOUNT OF EMAIL YOU GET FROM US?

If you want to reduce the amount of emails you receive from eBay, you can change
your communication preferences - opens in new window or tab.


WHAT ARE THE GUIDELINES?


SPAM (EMAIL)

We don't allow our members to send each other spam. "Spam" is an email (or part
of an email) that is both unsolicited and commercial in nature.

Unsolicited means the message was sent without the explicit request of the
person who received it. Commercial means the message discusses buying, selling,
or trading of goods or services.

Some examples of spam include:

 * Unsolicited email offers sent to potential buyers
 * Email messages sent to a member on a mailing list without that member's prior
   permission
 * Invitations to join a mailing list that aren't related to your eBay Store
 * Offers to buy or sell off eBay
 * Email sent using eBay Messages - opens in new window or tab (or features such
   as the Contact member link) to send unsolicited commercial offers

 
 
Not allowed
 * Offers to buy or sell items outside of eBay
 * Messages that include email addresses, phone numbers or social media links or
   accounts, contact information or usernames
 * Messages that include links or web addresses
 * Email and websites impersonating eBay – Some members have reported receiving
   requests for personal information in email messages that look like they were
   sent from eBay, but weren't. Learn how to recognise spoof (fake) eBay
   websites and how to report spoof emails
 * Showing or linking to direct email addresses in a listing or Store pages.
   Instead, buyers can use the "Ask a question" feature on the listing page to
   send email messages to the seller

If you have received spam from another eBay member, please forward it to
spoof@ebay.com.

If you received a warning for violating our spam policy and you believe it was
sent in error, or you were suspended for violating our spam policy and would
like to learn more, please contact us.

 


THREATS

We don't tolerate threats of physical harm using any method including by email
or on our public message boards (such as our discussion boards, Answer Centre,
and other community areas).

Example: "If I don't hear from you by tomorrow about the item I purchased, I
will come over to your house and break your legs."

If you receive a threat, report it to local law enforcement. You should also
consider contacting your local phone company if the threat was made by telephone
or the other member's Internet service provider (ISP) if the threat was made
through email communication.

 


PROFANITY AND HATE SPEECH

Members aren't allowed to use profanity or hate speech in their communications
with other members through eBay.

 


FEEDBACK COMMENTS CONTAINING INAPPROPRIATE CONTENT

Removable

These types of Feedback comments may be removed:

 * Feedback containing personally identifying information about another member,
   such as a member's address, phone number, email address or real name. We may
   also remove Feedback that can be used to obtain personally identifying
   information about another member, such as an item tracking number
 * Feedback not related to a sale, including a comment, reply or follow-up
   related to a different sale
 * Feedback containing political, religious, social or other commentary, rather
   than genuine comments about a sale
 * Feedback containing language that is profane, vulgar, obscene or racist, as
   well as comments containing adult material or physical threats
 * Negative Feedback comments left by a seller that directly contradict a
   positive rating
 * Feedback containing links or promotional language which encourages buyers to
   purchase outside of eBay
 * Feedback that includes references to third-party investigations, including
   law enforcement investigations or eBay investigations

 
Not removable

These types of Feedback comments aren't removed:

 * Feedback comments containing accusatory language such as "fraud", "liar",
   "cheater", "scam artist" or "con man". Although this type of comment is
   strongly discouraged, it isn't removed unless it also contains content that
   isn't allowed
 * Feedback comments containing URLs or links to eBay.com.au

 


ADDITIONAL INFORMATION

Your email address and other contact info might be disclosed to the other party
when involved in a successful eBay transaction with you. eBay will investigate
and take action on reports of misuse of this information. Please see our User
Privacy Notice for more information on how we handle your personal data.


WHY DOES EBAY HAVE THIS POLICY?

Communication between members is a key part of the eBay buying or selling
experience, and we want to keep it as open as possible. But it's important that
our members feel safe, and aren't getting unwanted email or offers from other
members.

Was this article helpful for you?



You might also be interested in:

 * Offering to buy or sell outside of eBay policy
   
   Offering to buy or sell outside of eBay is not allowed. Buyers and sellers
   also can't share contact information, including email addresses and phone
   numbers, prior to completing a transaction on eBay.
   
   3 min article
 * Threats and offensive language policy
   
   Threats, offensive language and hate speech are not allowed on eBay.
   
   2 min article






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