Changes to eBay Money Back Guarantee Requirements

We’re changing the requirements for a signature confirmation under the eBay Money Back Guarantee policy and extending the time a buyer has to return an item to you.

Key Dates

From 19 October 2020:

  • The eBay Money Back Guarantee threshold for signature confirmation will now be based on the total order value instead of the item value.
  • Buyers will now have 10 business days to post a return instead of 5 business days.

What you Need to Know

Changes to the Requirement for Signature Confirmation

From 19 October 2020, in order to be protected if a buyer claims they didn’t receive an item, a signature confirmation will be required on orders totalling $750 or more, and will no longer be based on an item’s value. This means, when a buyer purchases multiple items from your Store and the order’s total is $750 or more, you’ll need signature confirmation in order to be protected under the eBay Money Back Guarantee policy, if the buyer later claims they didn't receive an item. An order total includes all prices of items purchased, taxes and postage costs.

Some carriers are signing on behalf of customers at this time, to ensure social distancing can be maintained to protect the health and safety of our community. We encourage you to check in with your carrier to explore your postage options.

Buyers now Have Longer to Post Returns

The time frame for a buyer to post a return is increasing from 5 to 10 business days. The buyer can let the seller know that the item has been posted by uploading tracking or marking the item as sent.

Why We’re Making These Changes

Since signature confirmation protection now applies to orders valued at $750 or more, items previously not covered will now receive the same level of protection as higher value items. Government restrictions and the need for social distancing has also affected buyers’ ability to lodge their eBay returns. We’re therefore allowing buyers more time to return their eBay items safely.

Next Steps

We recommend that you add signature confirmation to all orders valued at $750 or more to ensure you are protected under the eBay Money Back Guarantee policy.