[Update]

Your feedback has been incredibly valuable, and we're taking the necessary time to ensure a smooth implementation and improve the claims management experience.

We’re pleased to announce that we’ve rolled out the upgraded process to 50% of sellers at this time. Please note, there will be a brief pause in the rollout from 10 November, 2023, to 2 January, 2024 so there won’t be any impact to your processes during this time. The remaining sellers will be upgraded in January.

[Update]

While we were excited to finalise the upgrade in June, we’ve decided to  extend the rollout timeframe. This extension will enable us to ensure a smooth implementation and provide a superior claims management experience. 

Rest assured, our current processes and tools for handling ‘Item not received’ requests remain unchanged. You can continue using the existing procedures to address ‘Item not received’ requests from buyers as you have been doing. We will continue to gradually enrol sellers in the new process until all sellers are covered. 

[Original Post]

We’re constantly searching for ways to elevate your selling experience. We’ve been all ears and will be upgrading our ‘Item not received’ process for orders that are purchased on eBay.com.au over the next couple of months based on your valuable feedback. 

If you provide tracking information with a carrier scan from a protected integrated carrier for eligible* orders under $750, we’ll take care of a buyer's ‘Item not received’ request on your behalf.  We’ll cover the refund for the buyer without taking any funds from you. That’s stress-free selling, with eBay! 

Sellers will be gradually enrolled in the new process during April and May until all sellers are covered. 

Find out more 

* Sellers who are eligible for eBay’s seller protections only