To help reduce the impact on your business caused by recent weather-related disruption, eBay will automatically protect your performance on orders with estimated delivery dates between Wednesday 8 March to Friday 17 March. This covers:
- Your late delivery rate, which will be removed for orders with estimated delivery dates between Wednesday 8 March to Friday 17 March.
- Your “item not received” count in your service metrics dashboard will be automatically removed for the affected dates.
- We will also remove any negative and neutral feedback relating to or arising from late or non-delivery during this period.
Where possible, please follow the steps outlined below to help reduce the impact on your business.
Upload tracking
Using a carrier service that provides tracking gives you greater protection and reduces requests for “where’s my item?” and “item not received”. Uploading tracking at dispatch allows your buyer to see where their item is and makes it easier for eBay to protect you.
Responding to “item not received” cases
If a buyer opens an “item not received case” please don’t ignore it. It’s important to reply as soon as you can so we can get to the bottom of the issue for both you and your buyer.
Once a request is opened, you've got 3 business days to resolve the issue. After that time, either you or the buyer can ask us to step in.
Uploading tracking is the best way to avoid “item not received” cases being opened in the first place. For more information on dealing with INR requests, should one be opened, please visit our Help page.
Thank you for selling on eBay.
Your eBay Team
