As buyers’ expectations are continuously evolving, providing fast, accurate and reliable delivery now represents the norm in online retail.
The program guarantees delivery of an item within 4 days or less. By simply offering fast delivery, you could see an increase in your sales potential and customer satisfaction. In fact, studies have shown that Australian shoppers are 45% more likely to purchase if they know the item will arrive in 2-3 days*.
Offering guaranteed delivery timeframes can also provide you with greater visibility and prominence in search results. Items that can be delivered in three days or less are highlighted through an exclusive eBay Guaranteed Delivery toggle. Buyers also have the option to filter their search results to only display items that can be delivered in four days or less.
More than 80,000 searches are done per week on eBay.com.au using the 3 day Guaranteed Delivery search toggle!
Please note: The eBay Guaranteed Delivery video above features the Door-to-Door program only.
*Paypal mCommerce Index Trends Report 2017
Within the eBay Guaranteed Delivery program, there are two options:
The Door-to-Door program:
You can select the regions you wish to guarantee (for example Sydney-Melbourne, but not Sydney-Perth), and select the items you want to make eligible. This guarantee is based on your confidence that your carrier can deliver to specified regions within the eBay Guaranteed Delivery timeframes. The onus will be on you to be able to meet the specified timeframes and delivery speeds.
The Handling Time program*:
You guarantee to send items within your stated handling time (0-1 days). Then, based on selected carrier information (currently Australia Post delivery times), eBay calculates how long the delivery will take to the buyer’s location. These time-frames combined will be the guaranteed delivery time-frame shown to buyers. The onus will be on you to be able to meet your stated handling times.
*Currently the Handling Time program is only available to selected sellers.
To help you decide which program is right for you, here’s a side-by-side comparison:
|Handling Time program||Door-to-Door program|
If you’ve opted into eBay Guaranteed Delivery and need ongoing support, please contact our eGD support team.
|Why you will love it||Why buyers will love it|
More convenience options:
Exclusive access to promotions and deals on eBay:
Guaranteed delivery dates:
If you'd like to offer eBay Guaranteed Delivery, simply follow the below steps:
Once you’ve completed all the required steps listed above, you’ll need to ensure you're continually meeting eBay Guaranteed Delivery’s performance requirements:
To help with online tracking, Australia Post is trialling a Domestic letter with tracking service. The new trial service costs $2.20 per prepaid 125g envelope ($2.14 per pack of 10) and includes domestic delivery, tracking, and scanning on delivery. Find out more on how Domestic letter with tracking can help with eBay Guranateed Delivery and increase buyers' confidence when shopping with you.
If you’re using an integration partner, please make sure you check that the updates to your postage rate tables and/or business policies are transferred from your account. For a guide on how to create and manage listings for eBay Guaranteed Delivery using eBay APIs, please download our API Integration Playbook for eBay Guaranteed Delivery.
Handling Time Program:
If you meet the eligibility criteria, we will automatically switch eGD on for your account, which will mean that your eligible listings will show guaranteed delivery dates to buyers. Currently available for selected sellers only.
Postage rate tables allow you to specify variable postage costs for up to 100 different regions across Australia. The tables allow buyers to easily understand the total cost to purchase your item and have it sent directly to them. It'll even save you time by reducing the number of buyer questions about postage costs.
To make it easier for you, we've created sample eBay Guaranteed Delivery postage rate tables for you to use. The sample rate tables are determined based on origin locations of Sydney, Melbourne, Brisbane or Perth. To download, simply click on your relevant region to access your own spreadsheet.
Not sure where to begin? Check out our short video on how to set up the new postage rate tables.
About eBay Guaranteed Delivery
*Based on eBay’s internal data 2016-2017 (12 months’ data)
The following table summarises the seller responsibility for late delivery depending on the buyer option:
|Buyer options for late delivery||Seller responsibility for Handling Time program||Seller responsibility Door-to-Door program|
|Return the item
(if the seller offers returns)
|If the seller didn't meet their handling time:
If the seller met their handling time:
|Keep the item and get a postage cost refund
(if the buyer paid for postage)
|If seller didn't meet their handling time:
If seller met their handling time:
|Keep the item and get a $10 coupon towards next purchase
(if postage was free)
|Tuesday, 1 January 2019||New Years Day||National|
|Monday, 28 January 2019||Australia Day||National|
|Monday, 11 January 2019||March public holiday (SA) & Canberra Day (ACT), Eight Hours Day (TAS), Labour Day (VIC)||SA, ACT, TAS, VIC|
|Friday, 19 April 2019||Good Friday||National|
|Saturday, 20 April 2019||Easter Saturday||National|
|Sunday, 21 April 2019||Easter Sunday||National|
|Monday, 22 April 2019||Easter Monday||National|
|Thursday, 25 April 2019||Anzac Day||National|
|Monday, 10 June 2019||Queens Birthday||NSW, VIC, SA, NT|
|Monday, 7 October 2019||Labour Day / Eight Hours Day||QLD, NSW, SA, ACT|
|Tuesday, 5 November 2019||Melbourne Cup||VIC|
|Wednesday, 25 December 2019||Christmas Day||National|
|Thursday, 26 December 2019||Boxing Day||National|
|Monday, 30 December 2019||Australia Post Authorised Holiday||National|
If you're in the Door-To-Door program and affected by public holidays that aren’t included in this list, you have a couple of options:
About the Handling Time Program
eBay calculates the delivery date based on your handling time plus selected carrier transit times (currently Australia Post’s transit times). If you use a different carrier and/or you know that your delivery speeds are faster than Australia Post, you may prefer to use the Door-to-Door program.
For the initial phase of the Handling Time program, we can only calculate delivery times for certain regions, using Australia Post services.
If you have a good understanding of how long it takes to deliver to other areas – whether with Australia Post or another carrier, you may prefer to use the Door-to-Door program.
For the initial phase of the Handling Time program, we can only calculate delivery times using Australia Post services. If you normally post items with a different carrier, you may prefer to use the Door-to-Door program.
Listings that specify Australia Post and/or generic services will be eligible for the Handling Time program, but you will still need to send the item using Australia Post.
Here is the full list of Australia Post services which are eligible for the Handling Time program:
|Australia Post Standard Service||Parcel Post & eParcel|
|Australia Post Express Service||Express Post|
|Australia Post Standard Service + Registered||Parcel Post & eParcel|
|Australia Post Pre-Paid Parcel Post Satchel 500g||Parcel Post & eParcel|
|Australia Post Pre-Paid Parcel Post Satchel 3kg||Parcel Post & eParcel|
|Australia Post Express Post 500g Satchel||Express Post|
|Australia Post Express Post 3kg Satchel||Express Post|
|Australia Post Express Post 500g Satchel + Signature||Express Post|
|Australia Post Express Post 3kg Satchel + Signature||Express Post|
|Australia Post Regular Parcel Registered||Parcel Post & eParcel|
|Australia Post Prepaid Parcel Post 500g Satchel + Signature||Parcel Post & eParcel|
|Australia Post Prepaid Parcel Post 3kg Satchel + Signature||Parcel Post & eParcel|
|Australia Post Regular Parcel + Tracking||Parcel Post & eParcel|
|Australia Post Standard Service + Signature||Parcel Post & eParcel|
|Australia Post Express Post 5kg Satchel||Express Post|
|eBay Australia Post Flat Rate 500g Satchel||Parcel Post & eParcel|
|eBay Australia Post Flat Rate 3kg Satchel||Parcel Post & eParcel|
|Australia Post Pre-Paid Parcel Post Satchel 5kg||Parcel Post & eParcel|
|Australia Post Prepaid Parcel Post 5kg Satchel + Signature||Parcel Post & eParcel|
|eBay Australia Post Express Post 500g Satchel||Express Post|
|eBay Australia Post Express Post 3kg Satchel||Express Post|
|Australia Post Flat Rate BX1 Small Box||Parcel Post & eParcel|
|Australia Post Flat Rate BX2 Medium Box||Parcel Post & eParcel|
|Australia Post Flat Rate BX4 Large Box||Parcel Post & eParcel|
|Australia Post Flat Rate BX1 Small Box + Signature||Parcel Post & eParcel|
|Australia Post Flat Rate BX2 Medium Box + Signature||Parcel Post & eParcel|
|Australia Post Flat Rate BX4 Large Box + Signature||Parcel Post & eParcel|
|eBay Australia Post Flat Rate 500g Satchel + Signature||Parcel Post & eParcel|
|eBay Australia Post Flat Rate 3kg Satchel + Signature||Parcel Post & eParcel|
|Australia Post Express Service + Signature||Express Post|
|Australia Post Express Post 5kg Satchel + Signature||Express Post|
|AU Post Courier : tracked-signature (2 to 4 business days)||Express Post|
|AU Post Express : tracked-signature (3 to 7 business days)||Express Post|
|AU Post Express (Env medium) : tracked-signature (3 to 7 business days)||Express Post|
|AU Post Express (Env large) : tracked-signature (3 to 7 business days)||Express Post|
|AU Post Express (2kg) : tracked-signature (3 to 7 business days)||Express Post|
|AU Post Express (3kg) : tracked-signature (3 to 7 business days)||Express Post|
|AU Post Express (5Kg) : tracked-signature (3 to 7 business days)||Express Post|
|AU Post Express (10Kg) : tracked-signature (3 to 7 business days)||Express Post|
|AU Post Express (20Kg) : tracked-signature (3 to 7 business days)||Express Post|
About the Door-to-Door Program
Did you know?
For more help getting started with eBay Guaranteed Delivery, get in touch with your account manager or email DL-eBay-Guaranteed-Delivery-Seller-Support@ebay.com.
Note: If you don’t see the option to join the Door-to-Door program, don’t worry – you can still register your interest. We’ll be in touch when eBay Guaranteed Delivery is ready to be switched on for your account.
Note: You must link at least 25% of your eligible listings to postage rate tables (with specified delivery speeds) to qualify for these protections. Protections are provided for 3 months after your opt-in date, after which you’ll be responsible for the cost of late deliveries as well as subject to normal seller standards evaluations.
You’ll need to make sure that you’ve set a 0 – 1 day handling time and use an eligible postage option on your listings. See full eligibility requirements in above FAQs.
1. Introduction & Scope
By using, or attempting to use, the eBay Guaranteed Delivery date feature (eGD), sellers (you, your, sellers) accept these Terms & Conditions. In the eGD opt-in flow, you choose whether you wish to guarantee door-to-door delivery timeframes (D2D) or handling timeframes (HT) for your eligible listings. In some cases, if eBay determines you are eligible for eGD, eBay may automatically opt you in to these features, and enable associated eligible listings. eBay will notify you before doing so. You may discontinue use of eGD at any time by adjusting your account settings within My eBay. You may opt back in at any time by enabling the eGD feature for your account within your site preferences. Changes to your account settings may require up to 24 hours to take effect. Your participation in eGD will be subject to the terms of this agreement and the eBay User Agreement.
2. Overview of eGD enablement
Eligible sellers may choose to opt-into and enable eGD for eligible listings for either of the following eGD programs:
3. Eligibility requirements
eBay will determine eligibility to enable and use eGD based on the following:
Sellers must continue to meet all eligibility requirements, which are set out in more detail below, in order to use eGD. Your eligibility for eGD will be evaluated when you are opted in and periodically while you use this feature. If eBay considers that you have fallen below eligibility requirements, eBay may in its discretion, provide notice to you and give you a reasonable opportunity to meet eligibility requirements, or may, at any time, limit or terminate your use of this feature without notice to you.
eBay reserves the right at any time to alter the listing eligibility requirements for this feature. Any amendments to the Terms and Conditions will be posted to eBay.com.au. Items that eBay determines would not benefit from this feature or could create liabilities or are generally not appropriate for this feature may be excluded from eligibility for this feature.
Seller eligibility requirements
Sellers must have a seller performance rating of Above Standard or Top Rated to be eligible for eGD for both D2D and HT. Sellers can check their seller performance rating by reviewing their Seller Dashboard within Seller Hub.
Listing eligibility requirements
Each listing must meet the following eligibility requirements in order to be eGD enabled.
For a listing to be eligible for D2D Guarantee, it must:
For a listing to be eligible for HT Guarantee, it must:
*Eligible carrier service means Australia Post. Additional eligible carrier services may be added from time to time and details updated in these terms and conditions.
Performance eligibility requirements
The following performance requirements must be met in order to use eGD for both D2D and HT:
eBay reserves the right to alter your delivery commitment time frame if it does not align with your recent delivery performance to avoid Buyers being misled and to ensure your continued eligibility to use eGD. You are responsible for, and hold eBay harmless for, any reduction in sales connected with such adjustment.
4. Late Delivery & Seller Responsibility
You are responsible for the on-time delivery of your eGD items. A delivery-confirmation scan from the carrier needs to occur on or before your guaranteed delivery date for it to meet the guaranteed delivery date. If, for any reason, a guaranteed delivery date for an eGD enabled listing is not met (Late Delivery), the transaction will be flagged as "Arrived Late". Subject to these Terms and Conditions, including any applicable Late Delivery Protections outlined below, or other relevant protections offered by eBay (e.g. Seller Protection Policy), where there is a Late Delivery:
You will be responsible for the seller obligations in the table below, but may be protected by eBay’s Seller Protection Policy.
|Buyer options for Late Delivery:||Seller responsibility for D2D Late Delivery||Seller responsibility for HT Late Delivery|
|Return the item (If seller offers returns)||Seller to refund item price and any outbound and return postage costs||
|Keep the item if postage fee paid by buyer||Seller to refund the postage cost||
|Keep the item if free postage||None – eBay to issue buyer a $10 eBay coupon towards next purchase||None – eBay to issue buyer a $10 coupon towards next purchase|
Buyers can submit a buyer recompense claim online during the thirty (30) day period beginning on the day following the Late Delivery date.
You are responsible for any costs resulting from your failure to comply with your obligations under these Terms & Conditions. You will not be liable when the Seller Protection Policy is applicable to you, (e.g. where the failure was due to force majeure such as severe weather, natural disaster, national emergency, labour strike, or governmental act). You will not make any claim of any nature whatsoever against eBay in relation to eGD, unless expressly permitted by these Terms and Conditions.
Any amount owed to your Buyer will be added to your Seller invoice and charged against your automatic payment method. You agree to pay any associated costs for returns such as fees associated with the use of ParcelPoint. Fees for returns may apply. See pricing here.
5. eGD Late Delivery Protections
eBay is offering the following eGD Late Delivery Protections in relation to Late Delivery for eligible sellers.
Top Rated Status Protection:
eBay will be providing eGD Late Delivery Top Rated Status protection to sellers who opt in and satisfy all of the following:
eBay are providing sellers with an increased Late Shipment Rate (LSR) maximum allowance of 10% for 3 full evaluation periods from the date you opted in (between 1st May – 31st December). At expiry of your applicable protection period, we will assess your seller standards based on existing Top Rated Seller requirements.
eGD Postage Cost Protection:
eBay are providing eGD Postage Cost Protection to eligible sellers who satisfy all of the following:
Protection Period means the period commencing on the date you satisfied the above eligibility criteria and ends at the expiry of your 3 month period from the time of opting in.
A seller who satisfies the above conditions will not be liable for any postage costs incurred as a result of Late Delivery, including postage cost refunds or return postage labels as selected by their buyer during the Protection Period. The cost of any return labels claimed by your buyer will be waived, and you will be credited back the cost of any postage cost refunds within your monthly invoice.
eGD Late Delivery Protection is valid for all eligible sellers who meet all of the above conditions and receive Late Delivery claims on eGD transactions during the Protection Period. After the expiry of the Protection Period, sellers will be responsible for all eGD Late Delivery claims to buyers in accordance with these Terms and Conditions.
Handling Time Program:
eGD HT Protection:
eBay is providing eGD HT Protection for eligible sellers who opt into eGD HT and experience a late delivery charge (i.e. postage cost refund and/or return label fee) as a result of a Late Delivery. Protected sellers will not be liable for postage costs incurred as a result of Late Delivery, including postage cost refunds or return postage labels as selected by their buyer during the Protection Period. The cost of any return labels claimed by your buyer will be waived, and you will be credited back the cost of any postage cost refunds within your monthly invoice.
eBay, in its absolute discretion, reserves the right to amend, suspend or remove any of these protections at any time by amending.
Restocking fees are not permitted for items returned due to a Late Delivery. If you have elected not to accept returns from Buyers, no return option will be provided to your Buyer if Late Delivery occurs. If you have elected to accept returns and your Buyer elects to return their Late Delivery item, your Buyer will be provided with a return label through the eBay labels platform.
Where eBay is not able to provide a return label to the Buyer, you may provide a return label or otherwise arrange for the return with the Buyer.
7. eBay Money Back Guarantee
eBay Money Back Guarantee will cover items purchased with a eGD. A buyer may report that they didn't receive an item the day after the eGD. If you did not use an eBay postage label or upload tracking information for the transaction, you have 24 hours from the time your Buyer reports a problem to do so. If you do not upload tracking information within 24 hours, eBay will step in to help, reimburse the Buyer and charge you for such reimbursement. If you upload tracking information within 24 hours or if you used an eBay labels platform, eBay will follow the normal eBay Money Back Guarantee process.
If you are notified that you will be held financially responsible for Late Delivery but you disagree, you may call eBay Customer Service to document your disagreement. eBay may require additional information to evaluate and resolve the issue. Failure to provide requested information in a timely manner will result in eBay closing your request. If eBay determines that you have financial responsibility, your buyer will receive the requested recompense immediately and such amounts will be added to your seller invoice or charged against your automatic payment method.
If your Buyer files a recompense claim for a transaction subject to a guarantee and eBay determines that you met your commitment, eBay will remove any negative or neutral feedback associated with that transaction.
10. Updates and Discontinuation
eBay has the right to alter, amend, replace, suspend temporarily, and/or discontinue permanently, this feature and/or any feature functionality at any time without notice to you. These Terms and Conditions may be amended from time to time and will remain in effect so long as you continue to use this feature. Where there is a material change to the feature or these Terms and Conditions, eBay will use reasonable efforts to notify you of such change.
These Terms and Conditions apply to you in addition to the User Agreement and policies found on eBay.com.au, which is incorporated in these terms by reference. Where there is any conflict or inconsistency between these Terms and Conditions, the User Agreement, any other agreement or policy between you and eBay, these Terms and Conditions will prevail only as to all matters that are explicitly addressed in these Terms and Conditions.