Updates to how you service your customers

No. You will still be permitted to use untracked services, and tracked services from carriers that are not integrated with eBay. However, we will not provide protection in the event of “Item not received” claims when untracked services are used. We also may not wait for buyers to contact us before deciding claim outcomes.

eBay-integrated carriers will provide status update scans with your shipments for tracked services when uploaded to the eBay platform. Without valid tracking scans on the platform, we cannot protect you from “Item not received” claims. See the list of eBay-integrated carriers.

Yes. You’ll be required to upload tracking numbers to eBay that show the following information:

• A delivery status of “delivered”
• Date of delivery
• Shipping address matching the address on the order
• Signature confirmation for items that cost CAD $750 or more

You will need to use a tracked service from a carrier that is integrated with eBay to provide regular shipment scans. You must also upload the tracking number to eBay, and show the following information:

• A shipment status of “accepted,” “in transit,” or “delivered”
• Shipping address matching the address on the order

You can still choose to use untracked or non-integrated services to ship items on eBay. However, if an “Item not received” claim is opened, we will only be able to protect you if the item was shipped with a tracked service that provides eBay with regular shipping scans.

If the first scan from the carrier surfaces late, and the claim has already been decided, you will not be protected. For this reason, we recommended that you refund your buyer if you forgot to ship the item initially.

You’re not mandated to provide a return address in the US. However, if you do not have a US return address and you receive a return request for an item because it is not as described in the listing, then you will have 3 business days to accept the return and provide the buyer with the means to return the item. Otherwise, we may refund the buyer and seek reimbursement from you without requiring the item to be shipped back. This is to ensure speedy resolution of returns claims.

No. In order to be protected, tracking must be uploaded and cannot be sent through member-to-member messages. Learn how to upload tracking.

We recommend that you accept the request, if eBay hasn’t already done so, and ensure the buyer has access to a return label. If the buyer included questions in the request, please be sure to respond to those as well. Also, in situations where you feel the buyer may be violating eBay’s policies, you can respond to the return by reporting the buyer to eBay.

No. If we determine the buyer has abandoned the return, we will close the request for you and remove any negative feedback you may receive from the buyer.

Whenever possible, we recommend you upload a return label directly to the return request. If you’re not able to provide a prepaid label, you can send funds to the buyer to return the item and ask the buyer upload tracking after purchasing the return label. Learn how to upload a return label.

You can conclude the buyer is the same person you previously blocked if:

• The new buyer account shows the same name or address as the previous buyer account
• The buyer is bidding on or buying from the same listings while engaging in the same abusive activity

If you want to cancel a transaction initiated by a buyer you previously blocked, go to Sold under My eBay, select the item you’d like to cancel, and click Cancel order under the More actions dropdown menu. Simply cancel the transaction using the reason, “Something is wrong with the buyer’s shipping address.”

Please visit Help and Contact us and Request Assistance to have your feedback removed or appeal your defect.