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Update 07/02/2023:
Please note, the CWU at Royal Mail and Parcelforce has called off planned strike action on 16 and 17 February 2023. The previously announced seller protections, outlined below, will therefore no longer apply. But in the event of future strikes, we will update you with details of any seller protections in place and steps you can take to minimise the impact of disruption on your business.
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The Communication Workers Union (CWU) at Royal Mail and Parcelforce has confirmed their intention to take 24 hours of national strike action from 12:30PM on Thursday 16 February until 12:30PM Friday 17 February 2023.
This will impact deliveries on both working days and disruption to deliveries is likely to continue into the following week. Please visit our Royal Mail Industrial Action page to see the latest updates and advice from eBay.
To help reduce the impact on your business, eBay will automatically protect your performance on orders placed from Sunday 12 February to Monday 20 February 2023, covering:
- Your late delivery rate, which will be removed for orders placed from Sunday 12 February to Monday 20 February 2023.
- Your “item not received” count in your service metrics dashboard will be automatically removed.
- We will also remove any negative and neutral feedback relating to or arising from late or non-delivery during this period.
Please follow the steps outlined below, where possible, to 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.
Use alternative carriers
Diversifying the carriers you use can help to reduce the impact of disruption on your business. eBay Delivery by Packlink gives you access to multiple carriers with competitive prices for your shipments, which are all managed in one convenient dashboard.
Responding to “item not received” (INR) 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 seller and 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 (mentioned above) 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 your continued patience and, as always, thank you for selling on eBay.
Your eBay Team
