We may hold funds for orders without valid tracking

Sellers who have low rates of valid tracking on their tracked services may now have their funds held if they fall below standard or receive a high number of Item Not Received requests.

Read this if:

  • You track less than 95% of your eBay orders
  • You receive a high number of Item Not Received claims
  • You get frequent customer enquiries about when parcels will be delivered

Key dates:

  • From 11 October 2021 
    • Funds from the sale of items will be held for sellers who are Below Standard on their Seller Performance or evaluated ‘Very High’ for Item Not Received requests in their service metrics

Reviewed by Georgina Bennet, eBay Seller since 2004

What Georgina has to say about this change

“When I send orders via a tracked service it gives customers an excellent service experience as they can easily be updated about the status of their parcels. Uploading tracking on orders also gives me great seller protection from eBay.”

What’s changing?

From 11 October, we will place holds on your funds if your account is Below Standard or is rated ‘Very High’ in your Item Not Received service metrics. For additional information on how this works, see our payments on hold help page.

Where you can check your seller standard/service metrics rating

You can check your seller level and service metrics performance by visiting the Seller Hub Performance tab. Under each section, you can download transaction reports to identify trends and make changes to your listings as a result.

Why is eBay making this change?

We know uploading valid tracking is important on eBay because:

  • It ensures buyers get regular updates on the journey of their item and manages their delivery expectations
  • It means you’re protected if there are carrier delays 
  • If there are carrier delays beyond your control and you upload valid tracking and there is at least one carrier scan, then you are protected from Item Not Received claims
  • If you do not upload valid tracking information for your orders, you are 2* times more likely to receive an Item Not Received claim

What does it mean for me?

The funds from the sale of your items will be held if you are:

  • Below Standard and/or
  • Evaluated ‘Very High’ for INR requests in service metrics

If you use a tracked shipping service and upload valid tracking for your orders, the funds from the sale of your items will be held until the first tracking scan. If you select a tracked shipping service in your listings and do not upload valid tracking for your orders, the funds from the sale of your items will be held until the maximum estimated delivery date (EDD) + 3 days.

For example, if the EDD for the order was 6 - 9 September 2021, the maximum EDD is 9 September 2021. The funds from the sale of your items will be released on 12 September 2021 (9 September 2021 + 3 days)

What should I do next?

  1. Review your shipping service: Whether you select your shipping service in the item listing or through postage policies, please review and ensure you are selecting the most accurate shipping service. For example, if you ship some items in untracked letters, ensure you select ‘Australia Post Domestic Regular Letter Untracked’.
  2. Upload tracking for your tracked services: If you are using a tracked service, ensure you upload tracking for these orders prior to your stated handling time.
  3. Ensure your tracking is valid: You can do this by looking at your Orders in My eBay and making sure that tracking events/scans are displaying correctly (see screenshot).

 *Calculated based on transactions from July 2020 to June 2021 on ebay.com.au