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Unable to select shipping or return policies when revising or creating a new listing.
Summary: dporschepartsman is experiencing a technical issue where they cannot select business policies for shipping and returns when creating or revising listings on their selling platform. They have attempted various troubleshooting steps including using different browsers and clearing cache, but the problem persists, impacting their business significantly. rfmtm and eastlaneave provide support by suggesting further steps and reaching out to platform support members for assistance. A support alert is mentioned as being open regarding this issue.
Starting last Monday, August 31st, when revising or creating a new listing on all 18k listings we have, we are unable to select any of our business policies for shipping or returns. The dropdown menu that was previously there does not show any of our policies anymore. We have tried using 4 different browsers, cleared cache and cookies, and opened up 2 IT tickets over the phone with no results. As detailed by these 3 posts below, these sellers had the same or similar issues to me last year. Please help with this issue as we are unable to list anymore items and our business is being impacted by it.
eastlaneave
MentorSep 16, 2026 at 12:30 AM@dporschepartsman
Kyle at eBay reported that the Ticket for this issue is
ALERT16987
Use that when you talk to customer service
dporschepartsman
OPSep 14, 2026 at 1:59 PMHoping that this issue reaches the proper people today.
rfmtm
Mentor1 month agoIf they didn't give you one, I don't think you can look it up. However, if they recognize it as a problem affecting others besides you, I'll see if I can find it.
As you may have noted I have alerted some ebay support members to help us out, but being the weekend I don't know who is around. I'll also try to get to our resident shipping expert mentor on another board.
I have seen this problem before and the one time I had it was a simple fix, but afraid that was sometime ago and do not recall exactly what the problem was at the time, which may be a bit different than yours.
dporschepartsman
OP1 month agoI really appreciate your help. Thank you for alerting all the people that can help out. Hopefully this can get resolved soon because it is really impacting our business.
dporschepartsman
OPSep 14, 2026 at 2:36 PMHoping that this issue reaches the proper people today.
rfmtm
Mentor1 month agoOP can you post your open tech support ticket number?
dporschepartsman
OP1 month agoI submitted the report both through the question mark - report a technical problem and through an agent on the phone. Where can I find the ticket number?
rfmtm
Mentor1 month agodevon@ebay
kyle@ebay
elizabeth@ebay
We need some help here.
ferncliff-39
Mentor1 month ago(fixing the tags)
@devon@ebay
@kyle@ebay
@elizabeth@ebay
rfmtm
Mentor1 month agoThanks, ferncliff-39, was copying from another PC.
kyle@ebay
Hey @ferncliff-39 there is an alert for this issue that was just opened over the weekend.
ALERT16987
mr_lincoln
Mentor1 month agoHi @dporschepartsman
This may be a "reach" but have you checked your Seller Dashboard recently to see if there are any issues there?
dporschepartsman
OP1 month agoJust checked. No problems on the seller dashboard.
mr_lincoln
Mentor1 month ago@dporschepartsman
Thanks for checking ...
eastlaneave
Mentor1 month ago@dporschepartsman
Try these steps
- Clear your cache
- Update your browser
- Disable browsers extensions one at a time to find any conflicts
- Try another browser (example: Chrome, Edge, Firefox, Safari are supported)
Browsers and clearing cache advice:
https://www.ebay.com/help/policies/technical-issues/technical-issues?id=4220
dporschepartsman
OP1 month agoUnfortunately, I have been through all those steps already. Used chrome, ebay app on my phone, firefox, opera gx, even used 2 different computers.
I have also tested new listing created from scratch, sell similar, revising existing listings, and bulk edit.
eastlaneave
Mentor1 month ago@dporschepartsman
Did you try Edge?
Chrome, Edge, Firefox, Safari are supported
Did you try turning off any extensions?
I have Chrome extension that I have to turn off to use this platform.
dporschepartsman
OP1 month agoJust tried edge with no luck. Disabled all 9 extensions I have on Chrome with no luck either.
rfmtm
Mentor1 month agoGo to the manage page and open each policy and make all are still complete and valid and not corrupted.
Last resort is to force ebay to resync your business policies. First turn off business policies, then sign out, clear cache and ebay cookies, sign back in and turn business policies back on.
dporschepartsman
OP1 month agoI cant opt out of business policies since that would remove all my listings from their respective policies and I cannot put 18k of them back into their respective policies. I called eBay seller support and they specifically recommended I do not do that as it would not restore my listings to their previous states. Are there any other solutions?
eastlaneave
Mentor1 month ago@dporschepartsman
Just in case you decide to try,
Here's what happens when you opt out of business policies.
1) Your policies disappear
2) The settings are saved in each listing
Here's what happens when you opt back in to business policies.
1) Initially there are no policies, but your listings still have the settings
2) Do a bulk edit with NO changes and the policies are created again with generic titles
3) Manually rename the policies
I've done this several times in the past 2-3 years when helping other people.
Still, I agree with you and customer service, don't try it unless nothing else works.
dporschepartsman
OP1 month agoYea Im waiting to exhaust all possible options before I attempt that. We have had many many issues with business policies the last 2 years and having to manually edit that many listings, even with the bulk listing tool, will be a nightmare situation.
rfmtm
Mentor1 month agoAre any global shipping rules removed from the listing and turned off in your Shipping Preferences? If not they can interfere with Business Policies.
Are the previous policies still on the listing or is there no policy shown?
Are you trying to just change/select a different policy on the listing, or are you trying edit an existing policy from the listing instead of doing it from the manage page?
Is it just the bulk edit not working or can you not even edit a single listing?
dporschepartsman
OP1 month agoGlobal shipping rules are not active on listings I am revising nor are they active on new listings I am trying to create.
Previous policies are still on listings I am trying to edit but the dropdown to change to a different policy does not appear.
I am just trying to change to a different policy on revision listings and select any policy on new listings, not edit any existing policies.
I can not edit the selected shipping or return policy on any listing, bulk edit does not work.
rfmtm
Mentor1 month agoAre these policies still visible on the Manage Business Policy page?
If so and you have excessive unused or duplicate policies, delete them, then try editing a few of your listings again.
dporschepartsman
OP1 month agoYes, they still are visible in the business policy page. I deleted any duplicate policies I had and am left with the ones I use for my listings. The policies still do not appear when revising AND creating new listings.