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Questions & Answers about timely shipping and related defects
Handling defects in the event of delayed delivery
For buyers, when purchasing an item, it's important to know when they can expect their order to be delivered. For this reason, we always show the estimated delivery date in eBay listings. More about delivery dates
We explain how the estimated delivery date is calculated and what happens if an item arrives after the estimated delivery date. We provide answers to some of the most frequently asked questions.
How does eBay calculate the expected delivery times?
The expected delivery date shown to buyers is dynamic and based on various factors. These include the handling time you need to pack and ship the items, as well as the transit times of your shipping service. We also take into account your previous shipping performance and other criteria such as the shipping carrier's performance, the item's location and the buyer's delivery address.
Why are buyers also shown dates as expected delivery dates that are still within my shipping time?
During peak season, when particularly large numbers of deliveries need to be processed, it may take longer for buyers to receive their items. During quieter times of the year, parcels can arrive faster. Instead of using the same flat calculation all year round, we adjust delivery times dynamically. This means buyers see realistic delivery dates. It is possible for the estimated delivery dates to overlap with dates that are still within your shipping time, especially if you have set your shipping time to allow more time for order processing.
If your items are delivered later than shown in the listing, you are protected from defects resulting from a buyer opening a case, provided the tracking shows that you handed your items over to the shipping carrier specified in the listing on time.
If the buyer still opens a case on the grounds of "item not received", you have 3 business days to resolve the issue. Avoid increasing your defect rate because the case was closed without resolution from you. Please make sure you respond to the case and explain to your buyer that the item is on the way according to tracking. More about defect rate conditions
When is a shipment considered fully "shipped"?
An item is considered fully shipped when you have either dropped it off with your shipping service or it has been collected. However, it is not considered shipped if you printed the shipping label, entered a tracking number or marked the item as shipped.
When is a delivery on eBay considered late?
We use the data provided by buyers and shipping services to assess whether an item arrived late, regardless of whether the buyer has opened an "item not received" case or not. How to help your buyer if the item doesn't arrive.
If you uploaded the tracking information within 24 hours of shipping, we consider a shipment late if:
- the shipping carrier's confirmed delivery is after the estimated delivery date shown in the listing, i.e. the item is late if the estimated delivery date was shown between April 11 and April 13 and the item is delivered on April 14 or later, and
- There is no carrier acceptance scan within the handling and shipping time you specified.
If no tracking details are available, we ask buyers about the delivery date:
- If the buyer leaves feedback, we ask whether the item arrived on time.
- If the buyer confirms that the item arrived after the estimated delivery date, it is counted as late.
Why should I upload tracking information?
Choosing a shipping service that offers tracking is the best way to avoid inquiries like "Where is my item?" and "Item not received". This way, your buyer can see where the shipment is without needing to contact you. And we can protect you more easily if, for example, it's claimed that the shipment never arrived.
Please note that tracking information must always be uploaded within 24 hours of shipping, not only after a buyer has opened a case for "item not received".
When are delivery-related defects automatically removed from my account?
We automatically remove defects, adjust your late shipment rate and remove neutral and negative feedback for various reasons, including when:
- the delivery time specified in the listing was shortened and tracking shows that the item was delivered within the shipping service's longest delivery time.
- the defect, the buyer's feedback or the late delivery was a direct result of a technical problem on the eBay website.
To reduce the impact of disruptions on your business, such as adverse weather conditions or shipping service strikes, we protect your service status as follows:
- Your late shipment rate is protected if one of the disruptions listed above occurred on a day within the estimated delivery period.
- In your service metrics, "item not received" cases are not counted for the days on which the disruptions listed above occurred.
- We remove all negative and neutral feedback for late or undelivered shipments if they were due to be delivered on one of the days on which the disruptions listed above occurred.
If the above requirements for removing a defect due to late delivery are met, this happens automatically within 7 days. Until then, the defect will continue to be shown in your Seller Hub. After the defect has been removed, it may take up to two days for your defect rate to be adjusted. You do not need to contact eBay.
A full list of the circumstances that lead to the automatic removal of a defect can be found in the policy on service status and feedback.
And one last thing ...
Please make sure that the handling time and your shipping service are correctly stated in your listings. This helps us meet buyers' expectations and calculate the most accurate expected delivery time possible. This also allows us to implement the relevant seller protection measures if needed. If you need to revise a listing, please note our guidance. Learn more
When calculating the expected delivery date, we take into account unexpected disruptions, for example with the shipping carrier, strikes, severe weather, natural disasters or other unforeseen events, as well as increased delivery volumes during busy sales periods.
Thank you for selling on eBay.
Kind regards
Your eBay team
