Key Dates

  • From 1 October 2020 until at least January 2021 
    • If you use a tracked postage service, reliably upload valid tracking and use an eBay-integrated carrier for your eBay orders:
      • Your listings will be eligible for shorter Estimated Delivery Dates which will improve listing conversion
      • After the item has been sent, if there is at least one valid tracking event, we’ll protect you by:
        • Resolving any ‘Item not received’ requests 
        • We’ll absorb the cost of the refund without a defect on your account
    • If you use an untracked postage service (e.g. Untracked Australia Post Domestic Letter):
      • Your listings may show longer Estimated Delivery Dates to manage buyer expectations 
      • Your listings may be placed lower in search results
      • If a buyer opens an ‘Item not received’ request, we will close any unresolved requests and refund them 3 business days after the request is opened
  • From the Service Metrics evaluation on 20 October 2020
    • If you have a very high rate of ‘Item not received’ requests: 
      • We will extend your Estimated Delivery Dates 
      • Your listings may be placed lower in search results 
      • As is done today, we may also hold your funds until we see a clear sign that an item has been delivered

What you Need to Know 

This year, COVID-19 has changed the way both sellers and carriers fulfil and deliver eBay orders, including changes to letter delivery schedules. It has never been more important to ensure your orders are tracked, so buyers get regular delivery updates and you’re protected against ‘Item not received’ requests. 

To help you, we’ve implemented a set of temporary benefits and protections for sellers who track their eBay orders, as this is a better shopping experience. We’re also taking action against sellers with a high number of ‘Item not received’ requests.

When you use a tracked service and provide valid tracking information to eBay on at least 95% of your eBay orders:

1.  You can drive sales 

  • Your listings will be eligible for shorter Estimated Delivery Dates which will improve listing conversion and search ranking
  • Uploading valid tracking is one of the requirements for enabling the eBay Plus badge on your listings. Listings with the eBay Plus badge see a +16% increase in conversion. If you offer free standard postage, a reasonably priced express postage option, 30+ day returns and you upload valid tracking to eBay, your listings will earn the eBay Plus badge.

Learn More About eBay Plus on the Seller Centre 

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2. We can resolve ‘Item not received’ requests more quickly and protect you. 

  • For items valued up to $15, we’ll automatically resolve the request on your behalf and refund the buyer. We’ll absorb the cost of the refund and you won’t receive a defect, provided that the order:
  • For items valued over $15, you should still respond to the request and ensure that the tracking number for the order is correct. However, if we're asked to step in and help, we’ll automatically resolve the claim. If we determine the buyer should receive a refund, we'll absorb the cost and you won’t receive a defect, provided that the order:
    • Was sent using an eBay-integrated carrier
    • Has at least one valid tracking event (e.g. an acceptance scan)
    • Was sent within your stated handling time 

If you frequently don’t upload valid tracking for orders with a tracked service, or have a very high rate of ‘Item Not Received’ requests:

  • We will extend your Estimated Delivery Dates for some or all postage destinations to manage buyer expectations 
  • If a buyer opens an ‘Item not received’ request and you haven’t uploaded tracking from an eBay-integrated carrier, we will resolve the request and refund them after 3 business days, unless the request is closed. We will do this without requiring the buyer to ask eBay to step in and help.
  • As is done today, we may also hold your funds until we see a clear sign that an item has been delivered

You can monitor your rate of ‘Item not received’ requests and peer benchmarks in your service metrics dashboard in Seller Hub. Your monthly service metrics evaluation will still be based on your committed timelines which are calculated using your stated handling time and your selected postage service.

If you choose to send your items using an untracked service:

  • We won’t be able to display the most accurate Estimated Delivery Date on your listings. This is to ensure we manage buyer expectations, as we can’t confidently estimate the item’s delivery date. A later Estimated Delivery Date means your listings receive a lower placement in search and this may have a negative impact on listing conversion.
  • If a buyer opens an ‘Item not received’ request, we will resolve the request and refund them after 3 business days, unless the request is closed. We will do this without requiring the buyer to ask eBay to step in and help.

The above changes will come into effect in October. We are working with Australia Post and other carriers to ensure you have access to affordable, tracked services.

Why We’re Making These Changes 

When you use a tracked postage service and upload valid tracking information to eBay, buyers get regular delivery updates. This is a great post-transaction experience for buyers and means they are less likely to open requests as they have visibility over their item’s journey. 

We’ve always protected sellers who upload valid tracking to eBay from ‘Item not received' requests. We’re taking this a step further, enhancing protections for sellers, improving buyers’ shopping experience and ensuring faster claims resolution for both buyers and sellers.

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Next Steps

  • If you’re not already, we recommend you:
  • If you’re choosing not to use a tracked service, make sure this is reflected in the postage option(s) on your listings