Changes to handling “Item not as described” return requests for all sellers
In our 2020 Spring Seller Update, we announced that starting June 1, 2020 you'll be required to respond within 3 business days when buyers request to return items that don’t match listing descriptions through eBay Money Back Guarantee. When you do not respond within that time period, we may refund the buyer and seek reimbursement from you without requiring the buyer to ship the item back. The launch date for the response requirement on returns that don’t match listing descriptions has been rescheduled to July 20, 2020.
eBay-integrated shipping carrier requirement
In addition, we announced that starting June 1, 2020 you’ll be required to use eBay-integrated shipping carriers that provide regular shipment scans in order to protect you from “Item not received” claims filed through eBay Money Back Guarantee. The launch date for the new integrated shipping carrier requirement has been rescheduled. Starting July 20, 2020, you’ll be required to use eBay-integrated shipping carriers that offer tracked services when you ship to protect yourself from “Item not received” claims filed through eBay Money Back Guarantee.
Lastly, we also announced that starting June 1, 2020 we may decide a case in a buyer’s favor without requiring the buyer to contact eBay if tracking with scans that prove shipment of the item were not provided by the seller within 3 business days after an “Item not received” case was opened. The launch date for the new valid tracking requirement has been rescheduled for July 20, 2020. If you are not currently uploading any tracking information within 3 business days after an "Item not received" case was opened, we may already decide the case in the buyer's favor. Buyers are more confident their orders will arrive when they receive regular shipping status updates and less likely to file “Item not received” claims when their orders are not received by the estimated date.
As always, thank you for selling on eBay.
