Update on the upgraded ‘Item not received’ process
We have a few updates regarding the upgraded process for ‘Item not received’ reports, changes to our protected Integrated Carrier list, and new requirements for on-time delivery and tracking.
What’s new?
Rollout of the ‘Item not received’ process
Last year we announced that we’ll start to manage eligible ‘Item not received’ requests for you and cover refunds for the buyer, as long as the order met certain criteria. It is taking a little longer than anticipated but we’re continuing the rollout of the upgraded process and foresee all sellers being opted in to the experience by mid-2024. Check back at our announcement board for further updates.
Learn more about helping buyers when they didn’t receive an item
We’ve updated our protected Integrated Carrier list
We’re removing Bluecare Express as a protected carrier. We believe this will lead to better experiences for buyers and improved trust.
Learn more about protected integrated carriers
On-time delivery and tracking
Make sure your deliveries are on time by uploading a tracking number from an integrated carrier for your orders on eBay. Today, to be eligible for the seller protections, there needs to be at least one carrier scan before the latest estimated delivery date (EDD). From 25 March, we will now require that the valid tracking number is uploaded to the applicable order on eBay before the EDD too.
This will also help you stay on top of your shipments with proactive tracking, minimising the chances of post-purchase issues.
Learn more about uploading tracking
High value orders and signature confirmation
Remember that for orders with a total cost of $750 or more, you're required to purchase signature confirmation to be protected if a buyer reports an item not received or opens a payment dispute.
Learn more about our signature confirmation policy
Freight postage service reminder
Last year, we communicated that sellers using freight or bulky shipping carriers need to select the freight postage service in their listings. This will allow for more efficient management of Item not received requests due to some freight carriers not currently being an integrated carrier with eBay.
FAQs
What is the upgraded ‘Item not received’ process?
If you provide tracking information with a carrier scan from a protected integrated carrier for eligible* orders under $750, we’ll take care of a buyer's ‘Item not received’ request on your behalf. We’ll cover the refund for the buyer without taking any funds from you.
*Sellers who are eligible for seller protections
Why was Bluecare Express removed?
We aim for fairness and reliability. Bluecare Express was removed as it is a tracking service which masks the delivery source. This can enable the circumvention of eBay's third-party fulfilment policies, leading to bad buyer experiences and erosion of buyer trust.
Why is tracking required to be uploaded before the estimated delivery date?
Uploading valid tracking when you post the item helps keep your buyers informed by providing regular updates on your item’s journey. This can lead to an enhanced overall shopping experience with fewer messages from buyers asking where their order is.