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Seller protection
Summary: A participant asked about protection for eBay sales when using basic tracking, especially if an item gets lost in transit. perfect-sally mentioned that sellers may be protected up to a certain value (€20 incl. postage) if the buyer claims not to have received the item. melina@ebay confirmed that proof of delivery is required in order to claim seller protection. Still, there was confusion because basic tracking does not provide full proof of delivery. In the end, the participant decided to use insured shipping only from now on, even though that increases costs and makes selling more difficult.
Hello, how far does eBay seller protection go with basic shipment tracking?
If I, for example, buy and use the shipping label for a large letter on eBay, then the shipment can't be tracked all the way to delivery, only up to drop-off or onward transfer to the destination.
If the item then gets lost on delivery, can eBay take the purchase amount back from me, or am I protected by seller protection because I can prove that I handed the item in at the post office?
Today I received two different answers from eBay employees (I'm protected / I'm not protected), so naturally I'm confused.
Best regards,
Jürgen
miriam@ebay
Hello @jg480s ! Thanks so much for your patience. I’d like to take a closer look at the topic once more. In general, the following applies: For regular seller protection in a case of "item not received", proof of delivery is usually required.
For letters with basic tracking whose order value (including shipping) is no more than €20, however, there is a special rule. If the shipping label was purchased as an Internetmarke with matrix code via the eBay shipping platform, the label was used within the specified processing time, and there is at least one scan of the shipment, so it is clear that the shipment was in transit or was lost there, then eBay seller protection applies, even if there is no delivery scan.
This rule applies exclusively to this specific shipping method and the conditions mentioned. For higher order values or if the conditions are not met, the general requirements for seller protection apply.
I hope that makes the difference between the general rule and this special rule a bit clearer.
Best regards
Miriam
melina@ebay
Mentor1 week agoHello @jg480s
Thanks for the question. Seller protection for an item not received is tied to proof of delivery. Protection therefore applies when the seller can prove delivery using the tracking number. It’s worth taking a look at our Seller Portal on seller protection. There you’ll find detailed information on this topic.
Thanks for the tag @perfect-sally
Best regards
Melina
jg480s
OP1 week agoBut in the seller portal under seller protection, there is nothing about whether I am entitled to the purchase price if an item gets lost in transit. It only says something about protection against negative reviews. That’s why my question still hasn’t been answered. And what does "delivery" mean? Does it mean handing the item over to the post office (by me), or delivery to the buyer? Please help me, I want to list my items again at last. Thanks!!
melina@ebay
Mentor1 week ago@jg480s Thanks for the follow-up question.
If the shipment goes missing in transit, we are not liable for it. The seller is generally responsible for shipping. Missing deliveries can be clarified with the shipping provider through a tracing request.
By delivery, we mean the delivery via tracking number. Based on the tracking number, the delivery date, the buyer's name, and the address must be visible.
Best regards
Melina
jg480s
OP1 week agoThanks a lot, so with basic shipment tracking you have NO seller protection, since delivery can’t be proven there, right? Then why does it say when buying labels via eBay for letters with basic shipment tracking that you still have seller protection? That’s really misleading!!
melina@ebay
Mentor1 week ago@jg480s For letters with basic shipment tracking, the delivery location is visible in many cases. For standard letter mail, this is not always the case. The seller protection for items not received applies to cases in which the buyer claims not to have received the item. To protect you from such cases, we need proof of delivery.
Kind regards
Melina
jg480s
OP1 week agoHello, I think we're going round in circles here. With basic shipment tracking, there isn't any proof of delivery at all, so there isn't any seller protection either. Be that as it may, from now on I'll only ship items via Online-DHL parcel/ parcel, even if that means I can no longer list 90% of my items.. I'm already selling almost nothing anymore, and if I then also have to double the postage costs, I can save myself all the effort of listing them. Too bad, because selling on eBay used to be really fun. Still, thank you very much for taking the time for me.
perfect-sally
Mentor1 week agoIf you want to use seller protection for this type of letter, then the item, including postage, must first not exceed €20.
And if you say "lost," how do you know that? The service providers are responsible for lost shipments.
If the buyer reports an item as not received, then it may be that you are covered by seller protection if, as said, the €20 incl. postage has not been exceeded.
jg480s
OP1 week agoHello, thanks a lot for the quick reply. In this case, lost means that the buyer marked it as not received. According to DHL, it was supposed to go out for delivery on 27/7. So if I understood that correctly, I’m covered up to €20 including shipping in any case? This upper limit is the first time I’ve heard of it today, the eBay people have never mentioned that before. Where can I find that in writing, in case I have this problem again?
perfect-sally
Mentor1 week agoAn ebay employee can probably give the best answer, she’ll get back to you here.
Hello @melina@ebay could you please be so kind? Thanks
jg480s
OP1 week agoThank you very much, I will do that. I wish you a nice day.