Weekly Chat with the eBay Community Team - 25.02.26 @2pm

[community-team@ebay]

Hi everybody!

The Community Chat will open at 2pm and will remain open until 3pm on Wednesday. After that it will be closed for further questions. Of course, we will continue to take care of answering any questions that may still be unanswered—We’ll get to everything as quickly as possible.

Please ask your questions in the thread below. In order to be able to answer your questions as quickly as possible, we ask you to have one question per post. Of course, you can make as many posts as you like in the Chat- the more the merrier!

Our eBay Community Team is made up of kat@ebay, marco@ebay and dave@ebay. Between us, we have knowledge in Buying, Selling, Fulfilment, Payments, and the Community itself. Anything we aren’t sure on we’ll know the people who will be! Please ask us any questions you may have and we’ll do all we can to support. We understand that certain topics, such as concerns about businesses possibly using private accounts, can be frustrating and important to you. Please refrain from asking the same question repeatedly in our weekly live chats. We assure you that we carefully review all posts in the forum and ensure that your concerns are communicated to the relevant teams for appropriate action.
To maintain a constructive and community environment, posts that repeatedly breach this guideline may be removed. Continued violations could result in further action against your community account. We appreciate your cooperation and understanding in helping us keep our community focused and respectful.

To ask your question, click Reply in the lower-right corner of this post, type your question, and click Reply between 2pm and 3pm. The community team will answer each incoming question in chronological order and will quote the original question in each answer.

Please note that any reply without a question to the community team or discussion replies may be removed from the chat. We want to keep on track to get through as many questions as possible. We welcome all discussion to be moved to the discussion boards.

If you missed the weekly chat time, please ask your question in the community boards and tag us or we will be back next week with another chat!

Many thanks,

Your eBay Community Team

[marco@ebay]

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@guymafo wrote:

marco@ebay 

With all due respect your response is rather flippant. It’s been flagged, really isn’t good enough. The point raised is affecting people’s livelihoods, businesses and fee structures on the platform.

Given that this issue is in the news, and RM under some scrutiny isn’t it about time eBay supported its sellers with these issues, and did something?

GM

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Thanks for your question, guymafo.

As advised above, if this changes, we will let you know as we usually do, but thanks for your feedback anyway.

Thanks,

Marco

[krafty-kreations]

So I now have five late delivery defects at 1.89%, It seems you can have no more than five so what happens when I have six which I am sure won't be long.

I post same day or next depending time of order, I cannot change courier as I post using Royal Mail letter and I cannot add the cost for tracking as it is hard enough competing with business sellers on a private account  as it is without adding more costs. 

[mawels_87]

Thank you. I can't see the point in giving you listing numbers as it exactly the same with every listing where Click & Collect are available. It works 100% on on other sites like V. eBay and sellers are losing out because of this issue. 

[arla88]

Thanks Kat, my son has an eBay account and can generate labels no problem, I am really stuck here and need your help so appreciate it a lot as don’t know where to go now 

[kat@ebay]

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@icecarmedia wrote:

kat@ebay 

Following on from last week

Shipping policy query 18-02-2026 2:49 PM 

You stated

"there can be circumstances outside of sellers control where a different service needs to be used"

Why is it accepted that a change of delivery service be forced on the buyer without their agreement?

Surely if the seller cannot fulfill the order as advertised, this should be communicated to the buyer

Then agreement or order cancellation can follow

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Hi @icecarmedia ,

As I mentioned last week there is no policy for this enforced by eBay. I appreciate where your coming from on it and have shared your feedback to have one. If there is a change to have this introduced we will provide an update on the community.

Thank you,

Kat

[marco@ebay]

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@krafty-kreations wrote:

So I now have five late delivery defects at 1.89%, It seems you can have no more than five so what happens when I have six which I am sure won't be long.

I post same day or next depending time of order, I cannot change courier as I post using Royal Mail letter and I cannot add the cost for tracking as it is hard enough competing with business sellers on a private account  as it is without adding more costs. 

---

Thanks for your question, krafty-kreations.

You can always appeal your defects, and if you have valid reasons, they will be removed. However, as of now, there is no specific protections in place for this, again, if this changes, we will let you know.

Thanks,

Marco 

[krafty-kreations]

Hi Marco 

I know I can appeal, the question was what action will eBay take on my account when I have more than the five allowed? 

[arla88]

Items are due to be posted today aswell and I don’t want charged for late delivery or anything 

[marco@ebay]

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@krafty-kreations wrote:

Hi Marco 

I know I can appeal, the question was what action will eBay take on my account when I have more than the five allowed? 

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Thanks for your reply, krafty-kreations. 

If you click here and here, you can see all the information of what could happen.

Thank you,

Marco

[kat@ebay]

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@arla88 wrote:

Items are due to be posted today aswell and I don’t want charged for late delivery or anything 

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Hi @arla88 ,

It will need to go to tech so I won't have any control over the timescale on this.  I'll follow up with you as soon as I can.

Thank you,

Kat

[icecarmedia]

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kat@ebay wrote:

---

@icecarmedia wrote:

kat@ebay 

Following on from last week

Shipping policy query 18-02-2026 2:49 PM 

You stated

"there can be circumstances outside of sellers control where a different service needs to be used"

Why is it accepted that a change of delivery service be forced on the buyer without their agreement?

Surely if the seller cannot fulfill the order as advertised, this should be communicated to the buyer

Then agreement or order cancellation can follow

---

Hi @icecarmedia ,

As I mentioned last week there is no policy for this enforced by eBay. I appreciate where your coming from on it and have shared your feedback to have one. If there is a change to have this introduced we will provide an update on the community.

Thank you,

Kat

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I accept that there are limitations as to what can be achieved in this chat

However, I find it very difficult to accept that it permissable to not be provided with what was seller advertised then chosen and paid for by me

Hopefully the import of this issue will be seriously considered by the powers-that-be

[the_brick_lodge]

My promoted listings advance campaign has flat lined, I'm probably missing something obvious but any help would be great please.

[dave@ebay]

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@the_brick_lodge wrote:

My promoted listings advance campaign has flat lined, I'm probably missing something obvious but any help would be great please.

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Hi @the_brick_lodge 

We can't access your account to see what happened with the campaign. If you reach out to the guys in Customer Support, they should be able to view your account and give you some advice. 

Thanks,

Dave