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The amended announcement is here:
For transactions occurring November 15 through December 31, we are adding the following seller protections:
We will automatically remove any defects for “item not received” cases closed without seller resolution as well as associated negative or neutral feedback if these conditions are met:
- Tracking was uploaded and has a physical scan from the carrier before the case was opened.
- A delivery scan shows the item was delivered after the case was closed.
In addition, these cases will not impact your service metrics rating.
We will also remove negative or neutral feedback related to a late delivery automatically if an item arrives late but tracking shows that you shipped on time.
We recognize it’s in your nature to immediately make things right for the buyer, but given unprecedented and unpredictable shipping delays, cases may take longer to resolve. We ask that you keep lines of communication with your buyers open. We are asking them to be patient. For items in transit, we are keeping cases open for 10 more days from the time a buyer asked eBay to step in to allow additional time for the item to be delivered.
We’ve added the following message that buyers see when they view their tracking information on eBay to let them know there may delays and to allow extra time:
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[Previous post]
We are aware shipping is causing concern for both buyers and sellers this holiday season and we are working to reduce frustration where we can. While there is some unpredictability in delivery reliability, most items are still arriving on time. We’re managing estimated delivery dates, continuing to give sellers credit for meeting their stated handling time, and advising buyers to anticipate potential delays.
How we’re protecting you during the holidays
Late deliveries this holiday season will not impact your seller performance rating as long as you continue to meet the expectations you set in your listings. You receive credit for shipping on time when any one of the following happens:
- Tracking shows a physical carrier scan any time within your stated handling time
- Buyer answers “Yes” to item arrived on-time when leaving feedback
- Tracking shows a delivery scan within the latest delivery date for the shipping service selected
Even in cases where a buyer may see a faster delivery estimate, your shipment will be considered on time if it arrives by the latest day for the shipping service. For example, if you use a standard shipping service with a 1-5 day delivery time plus your stated handling time of 2 days, the item needs to arrive within 7 working days. If your package is delivered any time during this period, we recognize that you shipped on-time.
If you meet one or more of the above requirements, we’ll automatically reflect on-time shipping for the transaction. You will not need to contact eBay customer support. We continue to monitor and evaluate carrier transit time and delays and we’ll make adjustments where necessary.
We’re updating estimated delivery dates to set expectations
We’re updating estimated delivery dates to provide buyers with the best information possible, and we ask that you meet your handling times, do your part to ship as quickly as possible, work with your buyers when an issue arises, and keep your inventory up to date.
We encourage you to check each carrier’s alert pages (USPS, FedEx, UPS) for the most up-to-date information.
When a buyer makes an “item not received” request
A buyer can only open an “item not received” request after the estimated delivery date plus 1 day. When a request is opened the seller has 3 business days to respond before the buyer can ask eBay to step in.
If tracking on the item shows movement within the past 10 calendar days and the parcel is in the destination country, we’ll keep the request open for 10 more days from the time the buyer asked eBay to step in to allow additional time for the item to be delivered. After that time, if there is no updated activity, eBay will consider the item lost and we’ll ask the seller to refund the buyer.
What we’re telling buyers
Through onsite messages as well as in the eBay app, we are letting buyers know there may be some delivery delays, encouraging them to be patient, to pay attention to estimated delivery dates on listings, and to continue supporting small businesses.
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As our sellers and carrier partners face record-breaking e-commerce orders, COVID-19 closures, and weather events that may lead to package delays, eBay continues to monitor and evaluate the environment we’re operating in and will make adjustments where necessary.
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A buyer can only open an “item not received” request after the estimated delivery date plus 1 day.
Apparently they can also open a request two days after the tracking shows the item was actually delivered. Buyer was very nice, acknowledged the tracking and said they didn’t actually receive it, and requested my help. All I could tell them to do was check with their local carrier/PO/neighbors. And yes, ebay put my funds on hold until the request is resolved.
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