Change of payment terms being rolled out to every buyer...!

[typo_lee]

Had this message from ebay last. Contacted them this morning as all our orders are on hold for at least 30 days. CS confirmed it is being rolled out to every business seller. Can anyone confirm that this has indeed happened to them? This is the end of our ebay shop. I now have to pay for postage, materials, my office and now wait at least 30 days for a payout.

'We are making changes to the way we process payments on eBay. Going forward, we’ll make your funds available for payout within 72 hours after we’ve confirmed delivery of the item. Until then, you’ll see a “hold” on your funds. This process helps keep our marketplace safe.'

[typo_lee]

Just had this come through. So looks like an official complaint was raised. So now I will contact the ombudsman and state that the CS colleague stated this policy is being rolled out to every business seller. Then see what the ombudsman comes back with. I cannot believe ebay can suddenly hold a business sellers funds for 30 days with NO prior warning.

Hello typo_lee,
We are writing to you regarding your recent contact with our customer service team.

This interaction was documented as a complaint. Your complaint reference ID is 2-195851723899.

An eBay specialist has investigated your complaint and determined that you have received the correct information as per our policies. Since the appropriate information has been shared and no further action is required, your complaint is now closed.

We hope you’re satisfied with the outcome but if you still have questions and would like to contact us, just scroll to the bottom of our help page. Let us know your complaint reference ID and we'll be happy to help.

If you have additional concerns, you should know that you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is an independent body, and reviews issues like this free of charge. If you’d like them to help, you’ll need to contact them within 6 months of the date of this email. After that, the Ombudsman won’t be authorised to take any action, unless they decide there’s a good reason why you couldn’t get in touch within that time.

Here's how to contact the Financial Ombudsman Service:
By phone: 0800 023 4567 or 0300 123 9123
By email: complaint.info@financial-ombudsman.org.uk
By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
The Financial Ombudsman Services’ consumer leaflet has more information on how they can help.

[typo_lee]

Just had this come through so looks like an official complaint was raised. Will now contact the ombudsman to see what they say. Cant believe ebay can hold onto a business sellers funds for over 30 days with no prior warning. 

Hello typo_lee,
We are writing to you regarding your recent contact with our customer service team.

This interaction was documented as a complaint. Your complaint reference ID is 2-195851723899.

An eBay specialist has investigated your complaint and determined that you have received the correct information as per our policies. Since the appropriate information has been shared and no further action is required, your complaint is now closed.

We hope you’re satisfied with the outcome but if you still have questions and would like to contact us, just scroll to the bottom of our help page. Let us know your complaint reference ID and we'll be happy to help.

If you have additional concerns, you should know that you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is an independent body, and reviews issues like this free of charge. If you’d like them to help, you’ll need to contact them within 6 months of the date of this email. After that, the Ombudsman won’t be authorised to take any action, unless they decide there’s a good reason why you couldn’t get in touch within that time.

Here's how to contact the Financial Ombudsman Service:
By phone: 0800 023 4567 or 0300 123 9123
By email: complaint.info@financial-ombudsman.org.uk
By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
The Financial Ombudsman Services’ consumer leaflet has more information on how they can help.

[typo_lee]

Ebay customer service have given me an email for the financial ombudsman which I have contacted so will see what they say. Going from 24 hour payouts to over 30 days with no warning or prior notice? Definitely something wrong somewhere and a case for the ombudsman for sure

[kat@ebay]

Thanks for the tag @susapric-68 

Hi @typo_lee ,

This isn't being rolled out to every business seller. If you have had this applied to your account it is based off your individual account performance. I understand from what you have mentioned your account is in good  standing but we unable to discuss individual account details here for security reasons. Funds will be available for payout within 72 hours after delivery confirmation so continue to upload tracking on orders as soon as possible. 

Thank you,

Kat

[typo_lee]

Thanks for your reply. Much appreciate. Your CS colleague definitely said its being rolled out to every buyer but I agree with you this cannot be true for every business seller they would be up in arms!

I have written to the financial ombudsman due to there being no prior warning as to what was going to happen.

[typo_lee]

Just contacted CS again and they have confirmed there is no restriction on the account and everything is in good standing so something clearly wrong somewhere.

[m.j.rodgers]

The Financial Ombudsman wont touch it. Save your postage. 
I don't think they'll take it anyway because its between you and a commercial service provider not a financial institution. 

Even if they do take it you have to have made good faith efforts to deal with the institution including either following their complaints process for x amount of time or having a "Deadlock" letter/email.

I suggest you write to ebay directly and ask them the precise reasons for the change to your seller account. Then challenge that as appropriate. 

[susapric-68]

As i said i would ignore what CS says unless you get Dublin. kat@ebay can't talk about your problem in open chat but there is a send message option on their profile if you click the name, Maybe you can get real answers direct messaging

[valueaddedresource]

@typo_lee  US sellers have been dealing with this for a few months, including the confusing and incorrect communication in emails/when contacting support that make it sound like this is a sitewide policy change that is being applied to all sellers.

Payment policy updates which went into effect in January state that eBay can apply this hold until after delivery confirmation for some sellers which trip risk factors in some scenarios.

https://pages.ebay.com/payment/2.0/previous-terms/#:~:text=Unless%20subject%20to%20a%20hold

"In some cases (for example, if you are a new seller on eBay), funds may become available for disbursement after the items have been deemed delivered to their shipping destination as described in this help page. "

eBay does not provide a detailed list of those scenarios but they may include (but are not limited to) - new/occasional sellers, sellers who have frequent and/or unresolved claims filed by buyers, sellers with unusual selling patterns (like selling items at a higher value than usual), or other performance related issues.

Given the increasing reports here in the UK community and Kat's earlier answer in this thread, it would appear the same policy is also being applied here as well.

It looks like you typically sell fairly low value items (mostly under £20) but recently had a sale for £200 which would be a significantly higher value than your average. And while feedback isn't directly taken into account, some of your feedback indicates there could also be some issues with negative buyer experiences around shipping/delivery.

Only eBay would be able to say what specific risk factors were tripped/why this policy is being applied to your account at this time but those two things would be my best guess given what we've seen being reported in the US.

[therenewalworkshopltd]

If you want to speak to Dublin CS, it's still luck of the draw.

But your best bet, is to try and get contact first thing in the morning.

[typo_lee]

Thanks. I have just resigned myself to the fact if I have to wait 30 days so be it. Thanks everyone for the advice though. 

[dch2112011]

You posted this today on another thread  !   I think you may be confused or intent on causing confusion !

'We send all our stuff standard post as our items are so cheap anyway so the tracking would cost more than the item but like the person says above there is massive delays with standard post I feel. We lost our TRS status ages ago because of late delivery but we can’t offer anything else as our stickers are mainly only around the £6 mark. EBay are now delaying our payouts for 30 days now and I’m pretty sure it could be to do with late delivery standard Royal Mail post'

[simplegadgetsuk]

Hi,

I was hit with this few days ago too, but I got a different message saying it's a review of some sort 

We will continue to review your performance to determine the continuation of this.

However we are top rated, 0.08 defect rate, no issues with the account. very unusual 

[typo_lee]

If you do a google search AI throws up stating that this was introduced in Feb 2025 and it is being rolled out to every business seller! That is what I was told by CS as well that every business seller will have this applied to them. But kat@ebay says this is not true. Its all very conflicting what we are being told. We now dont get payouts until 30 days after order as we send 2nd class. Shocking for cashflow at such a difficult time as well. With no warning either for us.