Where you REALLY stand on shipping using Simple Delivery including links to sources......

[j.p.greenwood]

So, there is still a huge amount of uncertainty about whether under Simple Delivery you're buying the service directly from E-Bay or whether E-Bay is acting as an agent, this is a critically important fact to have absolute certainty about as it would directly affect who you might end up suing if you cannot get satisfaction from a dispute, while I appreciate that assorted members have their own views and have worded them here, it needs a clear, definitive statement that can only come from E-Bay directly.

Of course it might be seen as churlish for E-Bay to want to keep this matter unclear as that might serve their ends.

That aside, both EVRI and Royal Mail have restrictions on what can and can't be accepted into their networks, they also separately have exceptions on what they're willing to pay out on for certain specific items, the way the Simple Delivery terms read is that you MUST comply with the carriers terms as well to be eligible for compensation.

So, for EVRI the link on their website 

https://www.evri.com/terms-and-conditions#:~:text=Goods%20that%20if%20I%20send%2C%20I%20won%E2%80%99...

I would draw people's attention to clause 8(iii) as who decides what is a 'safe space', if it's the courier leaving a parcel where they consider safe gives them a get out if it's subsequently stolen by a porch pirate.  Also, according to EVRI ALL electrical items are excluded from compensation, so all phones, tablets, hair dryers, even a lot of toys.

On the RM website it's a bit more long winded as the info isn't in one place...

RM Has a category called called 'Restricted Materials' which it allows under certain criteria, however 'Prohibited Materials' are never allowed.

'Restricted Materials' can ONLY be carried by specific RM services and ONLY if they're declared at time of posting.  Clause 1.21 of the following link lays it out.

https://www.royalmail.com/sites/royalmail.com/files/2025-04/specific-terms-for-parcels-version-11.pd...

Now, the list of 'Restricted Material' only seems to be here

https://www.royalmail.com/sites/royalmail.com/files/2025-05/prohibited-and-restricted-items-english....

So, unless E-Bay specifically state that Simple Delivery does come under the criteria as defined in clause 1.21 above, then in reality Royal Mail can say that the required compensation rules were no met and thereby deny compensation.

I realise a lot of members here are trying to be helpful by putting what they believe to be the case forward, but sorry, if I'm shipping items that I'm being told 'are covered up to £750', without telling me who is the liable party if it's lost or damaged, what if any exclusions apply, what do I need to declare at time of shipping, then that 'compensation' promise is frankly worthless and a lot of members are going to end up getting badly badly burnt.

@E-Bay, what Members need is a clear statement, all in one place, not requiring a paper chase to try to understand all the hidden small print get outs, that says, who is liable, what the exclusions are and what information needs to be provided to ensure compensation cover is in place, anything less than this is just short changing your very long standing members and I'm sure that's not your intent is it?

[j.p.greenwood]

Only the CMA can make that determination, you could file a complaint with them on their online site.

[dennisb8385]

Thanks for the info, I am aware of it and only use Royal Mail anything over £100 or that sort of amount I would use special delivery which I liked.

If I have a loss forced using simple delivery that broke RM and EVRI conditions say a music cd box set over £150 I would try going through the small claims court and I have told them so.

At the moment I am forced to use simple delivery even on stamps and coins that are only covered by RM Special delivery, Ebay do not answer that question so far.

[sml192]

We now have a definitive answer from Kat confirming that the compensation provided by eBay does override what the carrier will compensate:

Weekly Chat with the eBay Community Team- 25.06.25 @2pm

 kat@ebay

Community Team

(0feedbacks) View listings

In response to kat@ebay

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‎26-06-2025 9:30 AM

Hi @ruby*ryan ,

I'm following up on yesterday's query on Simple Delivery and non compensated items with other carriers.

This is to confirm that eBay provides full protection/compensation for any item that is listed as Simple Delivery, once the label is used and the item is in the carrier network. eBay protection/compensation overrides what the carriers will compensate.

Thank you,

Kat

[jonatjonatjonat]

Is that as definitive as the one the other week about allowing links to other ebay URLs in descriptions?

[johnwash1]

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@jonatjonatjonat wrote:

Is that as definitive as the one the other week about allowing links to other ebay URLs in descriptions?

---

Did Kat give a link to the policy?  Or is this just a "we had a chat with someone and were told to say..."?

Ebay are in a difficult position.  When a company has spent years treating sellers outrageously, forcing refunds to obvious scam buyers, it's very hard to rebuild trust.  Absolute clarity is needed if that's to be achieved.  I hope they succeed.

Meanwhile I'll go lie down with a hungry tiger that a friend says is just a pussycat really.

[j.p.greenwood]

kat@ebay  , marco@ebay 

So, are the T's & C's going to be updated to reflect Kat's statement above, or are we going to continue with the contradiction that 'marketing' (my choice of phraseology) are saying one thing, while the T's and C's say something that specifically and in some detail has a whole load of get outs?

Are we also going to get an answer to the question 'is it E-Bay providing the compensation cover' or are E-Bay acting as the couriers agent who are actually paying the compensation?

[one-lady-owner]

This! I've just applied for compensation from 'Packlink' having used simple delivery and been told that I'm not entitled to compensation for the broken item as it's over 20 years old. I was informed that I should have read the contract and the list of items that aren't covered! I didn't even know my contract was with Packlink and have no clue where to find their terms.  Really poor this from eBay. I commend that they're trying to make things simpler overall, but allowing their postal stakeholders to treat their sellers like this is bad news. Where's the protection for sellers? 

[dls-online]

@j.p.greenwood - I just want to thank you for persevering with this. I'm closely watching these threads, and in particular your posts, to follow any developments with Simple Delivery.  Quite frankly, I'm absolutely flabbergasted that Marco has continued to ignore your question, despite you politely prompting a response over and over and over again. I'm not sure Marco and indeed ebay's cloak and dagger approach to not providing clarity regarding Simple Delivery is the correct course of action. J.P. please do continue to press for an answer, as I'm very invested in finding out who is responsible for providing the compensation.

kat@ebay - Previously marco@ebay confirmed that cover would NOT be provided to items on the exceptions list (via responding to this question with a link showing what types of items are on this exceptions list). I understand that you have gone against Marco's conclusion, instead stating that those item types WILL be covered by Simple Delivery. Obviously, until the T&Cs are updated to reflect your view rather than Marco's, it's advisable to avoid Simple Delivery as we have no guarantee that ebay will honour what you're saying. Therefore, I and I'm sure many others would like to know if and when you expect the Simple Delivery T&Cs to be updated so that we can have assurance that items sent which might be included on this exceptions list will indeed be covered.

Until the T&Cs are updated to clearly state that such items will be covered, I will obviously not be utilising Simple Delivery, but instead claiming back all forced costs for unused Simple Delivery labels, stating on the refund request form that we're awaiting confirmation within the T&Cs of this change in policy. I will also be stating that I understand you are responsible for following this up.

I really do strongly recommend openness and transparency with such matters. Even if just providing quick updates to say this is being worked on (preferably with an estimate of when we might see this important point clarified in the T&Cs).

@j.p.greenwood - if you're intending to escalate these points up the ebay chain (including mentioning Marco's reluctance to respond to your simple question...oh the irony!), then please feel free to PM me. I'd be keen to support your correspondence with my own, echoing your comments.

[rhymecity]

I was told directly by eBay that Buyer's Protection fee is designed to cover the insurance of the item being posted, why then are eBay using the delivery companies list of uninsured/unprotected items to exclude certain items? They even charge this on local collections which is frankly bizarre. 

Before the Unsimple Delivery fiasco I was able to send items via tracked up to £150 still be covered by paying a small fee for my own 3rd party insurance. Effectively eBay has removed this option as I can't insure a parcel that I haven't purchased postage for directly. I would also be able to use my own postage stamps for Special Delivery. I am shocked by eBay's handling of the whole issue, some of which has been highlighted by the patient people in this thread. Thank you

[j.p.greenwood]

Would it be OK if I DM you?

[one-lady-owner]

Yeah, sure. Not sure where I'll see this, but presumably on this community page? I haven't used it before. 

[lucy_farmer]

'This! I've just applied for compensation from 'Packlink' having used simple delivery.....'

---------------------------------------------------------------------------------------------------------

I have been solidly under the impression that PackLink are nothing to do with Simple Delivery.

Are you certain you listed under the S.D. system? If so, what pointed you towards contacting PackLink?

(and 'over 20 years old'??.... I'm very well versed in what is and isn't on the 'excluded from compensation list' and I've never seen or heard of this 'over 20' thing before... that's just bonkers)

[one-lady-owner]

Hi Lucy, 

See below. Message 1 from eBay.

I'd already refunded my buyer so clicked the link to claim. 

Message 2 from Packlink.

I've now had to message my buyer and ask her to file an EMBG.  This is the first time I've heard of such a thing. I couldn't advise her how to do it! And she may or may not do it, as I've already given her the refund and I wouldn't blame her, because what a pigging nuisance. 

I've complained to both eBay and Packlink. I mean...who the hell is my contract with when I buy postage??? As per many of the comments it's not transparent. And in my view if an item isn't covered they need to tell you when listing and allow alternatives. That's the gist of what I said! There must be hundreds if not thousands of us whingeing. 🙂

Thanks for your post. It's always reassuring to know you're not the only one. 

Gerry 🙂

From Ebay

Thank you for reaching out to us regarding the order damaged by Evri while in transit. I see that you have refunded the buyer and wish to claim for the damage.

I truly understand how concerning this could be as you have done everything correct on your part. In this case I would request you to ask the buyer to file an ebay money back guarantee (EMBG) claim on the order and we will step in to assist you.

You can also file a claim on Packlink site using the following link:

https://support-ebay.packlink.com/hc/en-gb/articles/360014270619-EasyTicket#

We know your time is valuable, and we appreciate you taking a moment to express your concern to us. I am glad to have received an opportunity to assist you today. Should you have any further questions regarding this concerns, please do reply to this email—we’re always here to help!

Thank you for contacting eBay Customer Service.

Kind regards,

Amenuo H.

eBay Customer Service

From Packlink. 

Camille (Packlink eBay) 29 Jun 2025, 15:11 CEST Dear Geraldine Johnson,   We regret to inform you that the content of the shipment is classified as a Prohibited or Non-Compensation item.   Before shipping an item, you are responsible for checking that the item is not included in the prohibited or no-compensation item list.   From the evaluation of your claim, the content of the shipment is:     Shipping an item included in the prohibited and no compensation item list voids compensation in the event of loss, damage, theft and tampering.   The essential requirements to open a claim   I understand the discomfort that this situation may have caused, and for this reason, I have taken care of the refund of the transport costs that you paid to Packlink.    When will you receive the refund for the transport cost? Credit card - once the refund is issued by Packlink, the amount will be available on your credit or debit card between 3 and 7 working days, from the date the refund is issued by us. Some credit card issuers might take longer. PayPal - Once the refund is issued, the amount will be immediately available in your PayPal account. If you wish to cancel a shipment, avoid opening PayPal disputes, as opening a dispute will simply delay the refund process. eBay Funds - you will receive the reimbursement on the same day we confirm the refund.   We do apologise for the inconvenience; however, we are unable to accept your claim   Kind regards, Camille Support Specialist eBay Delivery powered by Packlink

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[XRMZNE-DP69R]

[great-deals-guy]

Hello, one-lady-owner,

I am still trying to understand the system. But it is my current understanding that the seller should not compensate the buyer. The buyer now makes a request to eBay (following the relevant) links provided. So, you should never need to find yourself in the position of having to request compensation from eBay. You should have told to request a refund by following the link.

Best wishes,

great_deals_guy

[one-lady-owner]

Thanks, great-deals-guy. 

I didn't know that and I've been on eBay for years. The request for refund came directly to me. I just refunded, as that's what I've always done. The buyer gave me photographic evidence so I could claim from the postal carrier. Presumably what they were told to do. It's like the blind leading the blind. 🙂

[sml192]

---

@rhymecity wrote:

I was told directly by eBay that Buyer's Protection fee is designed to cover the insurance of the item being posted, why then are eBay using the delivery companies list of uninsured/unprotected items to exclude certain items? They even charge this on local collections which is frankly bizarre. 

---

Whoever told you that was incorrect.  The Buyer Protection Fee is mainly intended to cover the payment processing fees (secure encrypted payments hence the use of the word 'protection') and in part to fund the eBay Money Back Guarantee which is why it also applies to most 'Collect in person' items.  Any insurance against loss or damage in transit is provided by eBay's Simple Delivery or in the case of custom postage by the relevant carrier /broker.

Ebay is not using the delivery companies list of uninsured/unprotected items to exclude any items.  The carrier's terms only apply in regard to items that are prohibited/restricted (items that can't be sent with the carrier at all or that can only be sent under certain conditions, usually relating to the way that they are packaged). 

[rhymecity]

Thanks however what you say does contradict what eBay told me directly on the phone, it was with a 'specialist manager' or some other fancy title. I had an issue where a QR code to post my item hadn't been generated and eBay couldn't create one. I was told to contact the buyer to send me extra money via PayPal so that I could post my item (again contradicting eBay's own T&Cs + causing me to lose trust with the buyer). I explained that it would end up costing me or the buyer more with Special Delivery at the post office after having expected to pay half the price for Unsimple Delivery and then she mentioned the deal eBay had made with the post office whereby it is cheaper because the insurance is covered in the Buyer Protection Fee rather than the courier. Now I'm not saying you're wrong, but clearly eBay is giving everyone different information. The whole thing feels rushed and poorly rolled out. It is very difficult to get black and white information. This is just my opinion and I hope eBay can clarify things and gain trust in the users once again

[sml192]

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@one-lady-owner wrote:

This! I've just applied for compensation from 'Packlink' having used simple delivery and been told that I'm not entitled to compensation for the broken item as it's over 20 years old. I was informed that I should have read the contract and the list of items that aren't covered! I didn't even know my contract was with Packlink and have no clue where to find their terms.  Really poor this from eBay. I commend that they're trying to make things simpler overall, but allowing their postal stakeholders to treat their sellers like this is bad news. Where's the protection for sellers? 

---

Packlink are no longer involved with Simple Delivery.  They were only involved at the pilot stage.

If the item in question is one of the two sold on 22nd June (other than the collection one) then it wasn't listed with Simple Delivery but with custom postage instead which is why Packlink are involved. 

[one-lady-owner]

Thanks, sml192. If that's the case, I've done it inadvertently, following instructions. I recall adding specific sizes for this particular parcel, to ensure it didn't go over the size allowed for Evri. I'd never heard of Packlink until I tried to claim compensation.  Just frustrating that the new systems aren't set up in a user friendly way. At least my item wasn't a lot of money, but I'd rather not have to take all the risk. 

[johnwash1]

@rhymecity 

"...and gain trust in the users once again"

My, that's going back quite a number of years.