I agree entirely. We were long-standing eBay customers and historically purchased a significant volume of items through the platform. In many cases, we deliberately arranged third-party, signature-confirmed delivery because items were being shipped to a standard 9–5 commercial premises, with no staff on site after approximately 5:30pm.

Since eBay UK mandated Simple Delivery only, we have had no practical way to manage delivery risk. As a result, we experienced multiple parcel losses due to evening deliveries (often after 8pm), weekend drop-offs, and unattended handovers. Under these conditions, it is difficult to argue that buyer protection is functioning in any meaningful way.

What is most frustrating is the apparent absence of a feedback loop into eBay UK management. There is no effective channel to escalate these issues, and from the customer perspective, the organisation appears unwilling to listen. In a recent discussion with a former member of eBay UK management, it was suggested that senior leadership had become overly focused on revenue retention and loss prevention—particularly concerns about transactions completing outside the platform—at the expense of delivery practicality and customer experience.

Regardless of whether that assessment is entirely fair, the outcome is clear. We have now stopped using eBay.co.uk altogether and have had to invest considerable time and effort identifying alternative suppliers and purchasing channels, even for relatively small, low-value items. That is not a decision taken lightly after many years of platform use.

If a marketplace makes it harder to receive goods securely than its competitors, customers will adapt—and they will do so permanently. Unfortunately, that appears to be exactly what is happening here.