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eBay wants to implement a new policy

Hello, eBay wants to implement a new policy: which is Starting from July 24, 2023, eBay will launch the Shipping Performance Policy – ​​Item Not Received Rate. I ship from Jordan and provide fast and economical shipping service. But I just want to make sure, can you explain this policy to me in detail? Because I ship from Jordan, thank you.

Sometimes there are some buyers who do not have sufficient experience when the product arrives at its address with a defect. The buyer opens a case for a product that did not arrive instead of choosing the option to return the shipment to the seller and recover all fees, or ask the seller to send another product for free to his address. If a buyer opened a case for a product that did not arrive and a case was closed in favor of the seller, would this cause problems for the seller’s account? Thank you

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eBay wants to implement a new policy

@draw-smile,

 

That is a new policy on export.ebay.com, which affects global sellers, who sell on eBay.com but are not based in the USA or Canada. This board is for everyone who sells on eBay.com, but most of the members who respond here are located in the USA, not eBay employees, and we don't have experience with using export.ebay.com.

 

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You can click on the Blue "Learn more" button to go to the detailed information about this policy, here is a direct link:

 

https://export.ebay.com/en/fees-and-payments/regulations/shipping-performance-policy-item-not-receiv...

 

The description says that the policy is based on buyer reports, which is the same as the item-not-described seller performance policy. It is based on how many buyers report that their items were not received, and the percentage is intended to allow for mistakes made by buyers, so sellers will not be penalized unless too many buyers report their items were not received.

 

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Message 5 of 15
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eBay wants to implement a new policy

I have'nt heard of such policy. Where did you see that? Can you post a link to the new policy update?

Message 2 of 15
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eBay wants to implement a new policy

If your tracking shows delivered, you should have no problem. 

If you ship without tracking, then that's a problem.

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By the way, I like the Rababah, are you sure it is $52 with free shipping to USA.

Message 3 of 15
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eBay wants to implement a new policy

@draw-smile 

 As you know 99.9% of the time eBay most always will side with the buyer.  I have also not heard of this new policy.  Maybe it's being considered in other countries, who knows? This is a US forum. 

 

Another thing is you want the buyer to pay for the shipping label?  You need to pay for it if a claim is filed and it has nothing to do with inexperience as a buyer.  That way if you don't receive the item back, you're not out both the item and the money.

 

Your shop is really unique and beautiful so I compliment you on your good efforts and hope they continue for you.  Have a lovely day in Jordan. 

 

Happy Selling!

Message 4 of 15
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eBay wants to implement a new policy

@draw-smile,

 

That is a new policy on export.ebay.com, which affects global sellers, who sell on eBay.com but are not based in the USA or Canada. This board is for everyone who sells on eBay.com, but most of the members who respond here are located in the USA, not eBay employees, and we don't have experience with using export.ebay.com.

 

image.png

 

 

You can click on the Blue "Learn more" button to go to the detailed information about this policy, here is a direct link:

 

https://export.ebay.com/en/fees-and-payments/regulations/shipping-performance-policy-item-not-receiv...

 

The description says that the policy is based on buyer reports, which is the same as the item-not-described seller performance policy. It is based on how many buyers report that their items were not received, and the percentage is intended to allow for mistakes made by buyers, so sellers will not be penalized unless too many buyers report their items were not received.

 

Message 5 of 15
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eBay wants to implement a new policy

Must be addressing all the Chinese drop-shipping. 

Message 6 of 15
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eBay wants to implement a new policy

If a buyer opened a case for a product that did not arrive and a case was closed in favor of the seller, would this cause problems for the seller’s account?

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Seems that here on dot com with just regular program selling policies "our metrics" get a ding anytime an INR is opened even when the seller is found to be "not at fault", so it seems likely that the same would happen with the policy cited.

Message 7 of 15
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eBay wants to implement a new policy

@ckimodog 

 

As you know 99.9% of the time eBay most always will side with the buyer

 

Chim, I don't think that is a "good" stat......on Item not Received cases.....wherein  the seller has proof of delivery....have no idea what this program is......but I think it's a disservice to the OP to brand all cases as not winnable for a seller. 

 

just my opinion

Message 8 of 15
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eBay wants to implement a new policy

You should be thrilled they are choosing not received instead of return defefective product for a refund. You can reply to the not received case with the tracking number showing delivered and win. If they claim defective you have to pay return shipping and you lose the original shipping.

If you're not shipping with tracking, and signature delivery for items over $750 you're leaving yourself open to not received claims.  

Message 9 of 15
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eBay wants to implement a new policy

     As ckimodog mentioned this is the first I have heard of this proposed new policy and maybe it is not applicable to US based sellers. I have a couple of concerns the first being as usual it is seller centric how about looking at buyers that are habitually opening INR cases? The main issue is concern over how accurately eBay handles the analysis and separation of what are true INR's, what is out of the sellers control and what turn out to be bogus INR's. 

     Examples: 

 

1. Buyer opens an INR for an item that tracking shows as being delivered and the case closed in the sellers favor. This should not be factored into the INR metric. 

 

2. Buyer opens an INR for an item the shipper has lost or is delayed for any number of reasons like natural disasters, the next COVID, carrier strikes.................  Situations that are out of the sellers control. Not something that should be counted against the seller although the seller may have some responsibility to work with the buyer to resolve the situation. 

 

3. INR's that are in a state of processing/work should not factor into the metric. I.E. buyer and seller are working with the carrier to try and locate the package. Items that are past their projected delivery date but are in transit should not be counted they may just be delayed. 

 

4. An item ships through the EIS program and eBay fails to handle their portion of the shipping process and delivery and the buyer opens an INR. This one is on eBay NOT the seller and should not be counted in the metric. 

 

      Not really sure what eBay is attempting to accomplish with the additional metric. They already measure item shipping processing as being uploaded and shipped on time. That is about the only piece of the logistics process eBay has direct control over with its sellers. They are NOT Amazon and do not directly handle their own logistics processing even with the EIS program. They may add to the process but they don't physically transport the items. 

Message 10 of 15
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eBay wants to implement a new policy

Maybe they're trying to combat the fake tracking scams which appear to be mainly used by offshore sellers.

"If a product doesn't sell, raise the price" - Reese Palley
"If it sold FAST, it was priced too low" - also Reese Palley
Message 11 of 15
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eBay wants to implement a new policy

Another disastrous change coming to ebay . I don't know what they are trying to achieve with all this ? Most of the INR cases are false cases and if we start adding tracking to all items costs will go up dramatically.  Instead of micromanaging small sellers ebay should try and get more sales for sellers by spending on advertising. When you get more sales typically the INR % will drop. 

 

Uppper management should wake up to such "changes" which will unleash an exodus of sellers.

Message 12 of 15
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eBay wants to implement a new policy

Hello.

My account with 13 years and 572 positive feedback was restricted due to INR yesterday. In 95 transactions, 2 packages were claimed to be delivered late to the recipients, and 2 buyers said that the packages were not delivered. But these 2 packages were delivered to the buyers. I have proof of delivery. One of the buyers is a newbie to eBay and doesn't know how the eBay system works.
Sellers paying the penalty for ignorance, inexperience and mistakes of buyers and shipping companies.
I can not know to will my account be fixed? eBay customer service was also unable to provide a satisfactory answer. Can anyone help on the subject?

 

 

The e-mail that Ebay sent me:

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Upon evaluation of your recent transactions, we noticed that the INR% (item not received rate) of your eBay account is "extremely bad" level. Pursuant to our eBay user agreement and eBay policies, we regret to inform you that your eBay account will be restricted. This restriction means that:
(a) Your selling privileges are restricted. Consequently, you will not be able to create new listings or revise any listings that are live on eBay sites; and
(b) Your payouts have been placed on hold.
The safety of our community is a top priority for us. We appreciate your understanding in this matter.

Message 13 of 15
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eBay wants to implement a new policy

That's scary and sad. Please file an appeal with ebay . you can contact support on chat and ask to speak to a manager or tweet to them about this. 

Message 14 of 15
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eBay wants to implement a new policy

@istanbul.tesbih 

This is terrible.  I could see if you were drop shipping and couldn't provide tracking. But you sell your own items, take your own photos and you have some really lovely items.  I'm a jewelry designer and have been trying to find a good price on amber for a long time. Did you provide tracking when you shipped? That is so important.  It gives customers an eta where there order is concerned.  The only thing I can advise is you reach out on social media via facebook:

 

https://www.facebook.com/ebayForBusiness/

 

These are US CS agents who actually work for ebay and may better serve you and your issue at hand.  Many positive posts on this forum with their ability to be helpful.  Ebay CS is a waste of time, they don't care about your problem because it's not their problem, so they tell you what you want to hear to move you off of the line.  Pitiful. 

 

I hope things turn around with your situation.  Would love to bid on some of your beads you had for sale.  

 

Good luck to you!

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