Running your business
New features and improvements make it easier to manage your business.
New improvements to reduce unpaid items for Buy It Now and Best Offer listings
We know that unpaid items have been a longstanding challenge for many of our sellers, which is why we’ve made improvements to reduce unpaid item incidents for Buy It Now and Best Offer sales. Since the recent launch of these improvements, we’ve already seen significant increases in successful payments for Best Offer items. Here’s what we’ve done in the past few months to improve the experience:
Changes to Buy It Now purchases
We’ve increased the price threshold for Buy It Now items that require immediate payment. This update allows you to sell higher-priced Buy It Now items, and ensures that buyers are required to provide a payment method during checkout to secure their item.
Best Offer updates
All buyers are now required to add a payment method when making offers on Best Offer listings. After you accept the offer, we’ll automatically charge the buyer’s chosen payment method so they won’t have to return to eBay to complete their purchase.
These changes are automatically applied to buyer offers, so you don’t need to update or make changes to your Best Offer listings. We also plan to launch similar changes for Seller Initiated Offers, buyer counter offers, and auctions to even further improve the experience for sellers.
We’re also implementing stricter policies–including account suspension–for users who repeatedly win auctions or make a Best Offer on items but fail to complete the purchase.
Unpaid Items FAQ
What is an unpaid item?
Completing a transaction with the buyer is typically a straightforward process; however, there are instances where the buyer may fail to pay for the item they committed to buy–this is referred to as an unpaid item.
Do these features mean I won’t have any more unpaid items?
This is the goal. You should expect fewer unpaid items from offers as we scale this program; however, they may continue to happen from time to time in some specific scenarios.
Will these changes apply to auctions as well?
We're testing similar solutions in auctions that require buyers to provide payment information before they submit bids on your listings. We’ll attempt to charge the winning bidder's payment at the completion of the auction, and you can expect fewer unpaid items on items sold through auctions as we scale the program.
Do I still need to cancel unpaid items if they happen?
If an item is unpaid, you should continue to cancel the order just as you do today.
As a friendly reminder, you can enable the setting in which orders not paid for 4 days in advance will be canceled automatically (learn more here). If canceled, you will not be charged the $0.30 final value fee per order.
Can I control if my buyers get asked for payment and shipping information?
Yes, you can opt out of this feature in Buyer Payment Requirements. If you opt out, eligible buyers won’t be asked for payment and shipping information upfront when they submit offers and/or bid on your listings. We encourage you to remain opted in so your items are paid for and orders get created quickly.
Can I still offer combined shipping for multiple items purchased by the same buyer?
You can still combine multiple purchases from the same buyer in a single shipment, but please be aware that a buyer may be automatically charged for shipping costs for each individual item when payments are processed. We are actively working on solutions that make this process simpler for you and your buyers. In the meantime, you can send buyers a refund for any excess shipping charges if you offer combined shipping discounts.
A simple way to meet European regulatory requirements
Update your business seller account to comply with the Digital Services Act
The Digital Services Act is a regulation established by the European Commission to promote consumer protection. European law requires business sellers using online marketplaces like eBay include their business contact details on listings offered to buyers in the European Union.
Starting in early 2024, if you’re a registered business seller who sells to buyers in the EU, you’ll need to show your business contact details on listings available for purchase in the EU. We know following new or updated regulations can be difficult to track and take time, so we’ve made it easy for you to provide your customized business contact information.
Here’s what you need to do
- Log into your Account Settings on My eBay and navigate to a new page called Public business information.
- Your verified business phone number and email will be pre-populated based on what you included when you registered as a business seller. If needed, you can change your pre-populated phone number and email. We recommend you use your business customer service information, if applicable.
- If you sell to EU buyers they will be able to find your business contact details on listings available to them.
By sharing your business details you’ll earn trust with your EU buyers, and stay on top of the EU regulation before this becomes a requirement in early 2024.
Learn more about the Digital Services Act.
What is the Digital Services Act?
The European Commission adopted the Digital Services Act (DSA) to provide increased consumer protections and transparency for European consumers. The DSA is a comprehensive new law that applies to digital platforms including online marketplaces like eBay. More details can be found about the DSA on the EU Commission website.
Which sellers would be required to provide their business information to EU buyers?
If you’re registered as a business seller on eBay and have listings eligible for purchase by EU buyers, then you’ll have to provide your business information. Starting in early 2024, your business seller information will appear on listings available for purchases to EU buyers.
What information is shown on my listings?
Your business name, business address, verified email and phone number, and where relevant, business registration number will appear on your listings available for purchase to EU buyers. It’s recommended that you include your business's customer service contact information (e.g., phone number and email), if applicable.
Why do I need to provide my business information on my listings?
This is a required update based on the Digital Services Act. By displaying your information on your listings, you’ll comply with the objectives of the DSA to drive transparency and increase trust.
To help business sellers comply with the requirements of the Digital Services Act, eBay is making it easy for sellers to add their customer-facing information within their Account Settings on My eBay. Public facing seller information will appear on your listings available for purchase to EU buyers.
Can I change my pre-populated information if needed?
Yes, you’ll be able to change your pre-populated email address and phone number.
Are there any exceptions for providing my business information publicly to EU buyers?
There are no exceptions for registered business sellers. This is a regulation that online marketplaces like eBay must comply with in order to offer services to buyers in the EU.
If I work out of my home, do I still have to provide my business information?
Yes, you will need to provide your customer-facing information if you have registered as an eBay business seller. Public facing seller information will appear on your listings available for purchase to EU buyers. eBay will be required to include this information on listing available to EU buyers in early 2024, which means you’ll need to include these details.
How is the Digital Services Act (DSA) different from what I provide based on INFORM?
Both the DSA and US INFORM are consumer protection laws that are designed to create a safe and transparent online buying process. When you register as a business on eBay, you’re asked to comply with these regulations that we adhere to as a trusted marketplace. This will include providing your business details (e.g., business name and address, and verified phone number and email). We recommend you add your customer service phone number instead of your personal number.
The information you provide during the registration of a business account can be used or you can customize it in the public facing information section of Account settings that will be used to comply with both regulations. For more information on INFORM, visit our Seller Center page.
If I use eBay International Shipping do I still need to include this information?
Yes, you still need to include your business's contact information. This is a requirement based on the Digital Services Act. By displaying your information on your listings, you’ll comply with the objectives of the DSA to drive transparency and increase trust.