3 min article

Additional support during COVID-19 for buyers and sellers on eBay

We're doing everything we can to support our buyers and sellers as COVID-19 continues to affect communities and day-to-day life across the country.

Additional support for buyers

With many non-essential brick and mortar stores now closed, online retailers have an increasingly important role to play. We're acutely aware of our responsibilities here and we're doing everything we can to ensure you get the items you need while protecting the health and safety of everyone involved in eBay transactions.

In this section:

Tip
If your usual address (e.g. your office or building) is not accessible, you can help avoid any delivery issues by making sure you're providing an updated delivery address at checkout.

Estimated and guaranteed delivery times

Due to increased demand and new restrictions implemented to reduce the spread of COVID-19, your items may take a bit longer to reach you, especially if they're coming from overseas. We've adjusted estimated delivery times onsite to take this into account, and to ensure our sellers have more time to fulfil your orders safely.

To avoid frustration for buyers and undue pressure on our sellers, we've also temporarily disabled eBay Guaranteed Delivery. That means that if you use one of the Guaranteed Delivery filters when shopping (e.g. "2-day delivery"), you won't see any items. Listings which had offered a guaranteed delivery date will now show an estimated delivery date based on how long a seller takes to handle an order and their chosen carrier.

If you had previously ordered an item with a guaranteed delivery date and it arrives late, you'll still be able to report the delivery issue and have it made right.

Help with receiving your orders

Like everyone, our sellers are facing extraordinary circumstances right now. Carrier companies are adapting to increased and changing demand, as well as new ways of working. Both sellers and carriers are working hard to make sure you still receive all your items safely and securely, but they just might take a little longer to arrive.

If an item you ordered hasn't turned up yet, we recommend waiting a few days after the expected delivery date. You have 30 days from the estimated delivery date to inform the seller that you didn't receive your item.

You can check your Purchase history - opens in new window or tab in My eBay to see if the seller has marked it as sent, track your item, or contact the seller directly if tracking is not available. Most of our sellers will be willing to help and provide advice directly.

If you can't get in touch with your seller, read our article on Getting help with an item that hasn't arrived to find out what to do next.

Help with returns

If you need to return an item you bought, you'll find more information on how to start a return in our Return your item for a refund article.

If you're visiting a drop-off point with a package that you're returning, we ask that you adhere to social distancing guidelines and follow the advice of staff at any carrier service when visiting their site.

Click & Collect

Home delivery is the best option for receiving your items right now, and we recommend that you only choose Click & Collect if you're in good health. With some stores closed due to government restrictions, we're constantly updating the list of available Click & Collect locations.

When your parcel is ready to collect, please be aware that some stores may have adjusted their opening hours. We also ask that you adhere to social distancing guidelines and follow the advice of staff when you pick it up.

Fair pricing

We're aware of reports that some sellers are charging unfair or unreasonable prices for certain items on eBay. To ensure the safety of our community, we're actively blocking or removing many of these listings. However, should you come across a listing that you suspect of price gouging or unfair pricing, you can let us know by visiting our Reporting price gouging on eBay page. You'll find details of how to submit a report to us there.

 

Additional support for sellers

We're committed to doing everything we can to ensure that our sellers can connect with buyers and deliver what they need during this time of uncertainty. Many of you provided thoughts and feedback on what more we can do to help, so here's some of the things we're doing for our small and medium business in this unprecedented time.

In this section:

Estimated delivery times

To give eBay sellers and carriers more time to safely fulfil and deliver orders, we are extending the estimated delivery times that are shown to buyers for domestic deliveries.

We are aware that there are delays to international deliveries at this time, which vary by destination country. With this in mind, we have extended the maximum delivery estimate on international postage services by:

  • 2 days for courier services from Australia
  • Up to 15 days for express services from Australia
  • Up to 50 days for standard services from Australia
  • 7 days for all services from New Zealand

These extensions are in line with Australia & New Zealand Post's international delivery estimates.

eBay Guaranteed Delivery

To avoid frustration for buyers and undue pressure on our sellers, we've temporarily disabled eBay Guaranteed Delivery. The Guaranteed Delivery search filter will still be present, but won't return any items.

If you had offered eBay Guaranteed Delivery, those listings will now show delivery estimates based on your handling time and choice of carrier, and you won't be able to add or update delivery times on your postage rate tables. Buyers will still be able to report a late delivery and claim a refund or return on any previous eBay Guaranteed Delivery orders.

We'll re-activate eBay Guaranteed Delivery once we're confident eBay sellers and their carriers can meet their delivery promises.

Postage and shipping

If you use Australia Post, it's important to note that they have suspended their Priority Letter service; from 1 June, all letters will be delivered as regular mail. If you have existing listings using this service, we ask that you please revise them by selecting an alternative service. Alternatively, you can consider sending these items in small parcels, as parcel postage includes tracking information.

If you offer international postage, Australia Post have suspended their International Economy Air service, so please choose another carrier for your international deliveries at this time. Express services into Canada are also suspended so please consider using standard postage.

We encourage you to stay up to date with any changes to your carrier's services. You'll find the latest updates on their websites:

When delivering parcels, postage carriers have been making some changes to help maintain social distancing for their staff:

  • Australia Post no longer requires a Signature on Delivery for a parcel delivery or collection. Whether at a post office or residence, an Australia Post staff member will ask for and record the customer's name and sign on their behalf
  • Other carriers (e.g. Sendle, Fastway and CouriersPlease) are temporarily moving away from a written Signature on Delivery and automatically granting Authority to Leave

We still recommend you use a tracked postage service - opens in new window or tab that provides detailed tracking information to eBay for all orders, and request signature on delivery for items over $750. At this time, we are protecting all sellers from 'item not received' claims where there is a delivery scan, no matter the item's value.

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If you need to visit the site of a carrier to drop off packages, we ask that you adhere to social distancing guidelines and follow the advice of staff there.

Disruptions to stock

With supply chains and postal services affected, some sellers may be facing inventory problems and/or delivery delays, which can lead to buyers filing 'item not received' requests or leaving negative Feedback.

We encourage you to work closely with your buyers on the status of their order. You should:

  • Respond to requests and resolve any issues as you normally would
  • Provide refunds to customers if you are unable to send items in a timely manner

If you don't have sufficient stock or your deliveries are being consistently delayed, we recommend you update your listing quantities to accurately reflect your stock on hand and activate the out-of-stock feature.

If you'd like to pause your selling activity for now, you can set your Store to holiday mode. Our Manage your eBay Store article has all the information and instructions you'll need.

Fair pricing in a trusted marketplace

We're aware of reports that some sellers are charging unfair or unreasonable prices for certain items on eBay. To ensure the safety of our community, we're actively blocking or removing many of these listings. However, should you come across a listing that you suspect of unfair pricing, you can let us know by visiting our Reporting price gouging on eBay page. You'll find details of how to submit a report to us there.

We also encourage sellers to read our Price gouging policy and to ensure that any item listed on our site follows our rules and does not attempt to take advantage of vulnerable buyers.

 

eBay Customer Service

From time to time, our wait times may be longer than usual. If you're a buyer, we encourage you to search our Help pages for information first. If you're a seller, visit Seller Help - opens in new window or tab, which has a wide range of tools and resources to help manage your selling activity.

If you can't find what you need, scroll to the bottom of most Help pages to see ways of contacting us.

 

More to come from eBay

So much continues to change during COVID-19 and we're committed to helping buyers and sellers to navigate the uncertainty. We'll continue to share updates on this page and our COVID-19 update pages:

 

Supporting charities

Thousands of charity stores have had to shut their doors but the whole eBay community can still support those who have an eBay Store. Visit eBay for Charity - opens in new window or tab and search for the charity you'd like to support.

For more information, read our article on Buying and selling on eBay to benefit non-profit organisations.

eBay's top priority continues to be the health and safety of our employees, buyers and sellers. Please stay safe.

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