3 min article

Additional support during COVID-19 for buyers and sellers on eBay

We’re doing everything we can to support our buyers and sellers as COVID-19 continues to affect communities and day-to-day life across the country.

Additional support for buyers

With many non-essential brick and mortar stores now closed, online retailers have an increasingly important role to play. We're acutely aware of our responsibilities here and we're doing everything we can to ensure you get the items you need while protecting the health and safety of everyone involved in eBay transactions.

High shipping volumes are causing some delays. Please allow extra time after the expected delivery date before contacting the seller to let them know that your item hasn't arrived yet.

Help with your orders

Like everyone, our sellers are facing extraordinary circumstances right now. If an item you ordered hasn't turned up yet, you should check your Purchase history - opens in new window or tab in My eBay to see if the seller has marked it as shipped, track your item or contact the seller directly if tracking is not available. Most of our sellers will be willing to help and provide advice directly. If you can't get in touch with your seller, read our article on Getting help with an item that hasn't arrived to find out what to do next.

As of July 1, 2020, you'll have 10 business days from when a return is accepted or a return shipping label is provided to you to send your item back.

Shipping

If you're visiting a drop-off point with a package that you're returning, we ask that you adhere to social distancing guidelines and follow the advice of staff at any shipping service when visiting their site.

Fair pricing

We're aware of reports that some sellers are charging unfair or unreasonable prices for certain items on eBay. To ensure the safety of our community, we're actively blocking or removing many of these listings. However, should you come across a listing that you suspect of price gouging or unfair pricing, you can let us know by visiting our Reporting price gouging on eBay page. You'll find details of how to submit a report to us there.

Customer service

From time-to-time, our wait times may be longer than usual. To get your answer now, we encourage you to search our Help pages for information first. If you still can't find what you need, scroll to the bottom of most Help pages to see ways of contacting us.

 

Additional support for sellers

We're committed to doing everything we can to ensure that our sellers can connect with buyers and deliver what they need during this time of uncertainty. Many of you provided thoughts and feedback on what more we can do to help, so here's some of the things we're doing for our small and medium business in this unprecedented time.

High shipping volumes are causing some delays. We've asked buyers to allow extra time after the expected delivery date before contacting you to report that their item hasn't arrived yet.

We've got your back and are making sure your feedback and seller performance metrics aren't impacted. Check our announcement on the eBay Community Hub - opens in new window or tab for all we're doing.

Shipping

Carriers and shipping companies are considered an essential service right now and there has been minimal disruption to date. Most carriers will have slight variations on their signature required processes but otherwise, most, if not all, are open as usual.

If you need to visit the site of a carrier to drop off packages, we ask that you adhere to social distancing guidelines and follow the advice of staff there. Don't forget you can schedule a USPS pick up if you can't drop off your packages.

If you'd like to pause your selling activity for now, you can put your Store on vacation. Our Manage your eBay Store article has all the information and instructions you'll need.

Return timelines

As of July 1, 2020, once tracking shows that the item has been successfully returned, you'll have 2 business days to inspect the item and issue a refund.

Fair pricing in a trusted marketplace

We're aware of reports that some sellers are charging unfair or unreasonable prices for certain items on eBay. To ensure the safety of our community, we're actively blocking or removing many of these listings. However, should you come across a listing that you suspect of price gouging or unfair pricing, you can let us know by visiting our Reporting price gouging on eBay page. You’ll find details of how to submit a report to us there.

We also encourage sellers to read our Price gouging policy and to ensure that any item listed on our site follows our rules and does not attempt to take advantage of vulnerable buyers.

Customer service

From time-to-time, our wait times may be longer than usual. To get your answer now, we encourage you to visit Seller Help - opens in new window or tab, which has a wide range of tools and resources to help manage your selling activity. Our Help pages are also a useful resource for information on any issues you have. If you still can't find what you need, scroll to the bottom of most Help pages to see ways of contacting us.

 

More to come from eBay

The measures outlined above are just the start of our efforts to support our community. So much continues to change during COVID-19 and we're committed to help buyers and sellers to navigate the uncertainty. We'll continue to stay connected and share updates on our Community Hub - opens in new window or tab, through our podcast - opens in new window or tab, on our Facebook page - opens in new window or tab, and on this page.

 

Supporting charities

Thousands of charity stores have had to shut their doors but the whole eBay community can still support those who have an eBay Store. Visit eBay for Charity - opens in new window or tab and search for the charity you'd like to support. Additionally, when you list an item for sale on eBay, you can choose to donate from 10% to 100% of the sale price to a cause of your choice on the listing form.

eBay's top priority continues to be the health and safety of our employees, buyers and sellers. Please stay safe.

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