Sending items with tracking gives buyers confidence and helps protect you in case the item doesn't arrive. If a buyer reports that an item hasn't arrived but you uploaded valid tracking information showing evidence of successful delivery, you won't be responsible for refunding the buyer.
We're introducing additional seller protections for eligible delivery issues when you buy labels on eBay.
Additional protections when you buy labels on eBay
When you purchase a label on eBay, tracking is uploaded to the order automatically. Because all services are fully tracked and delivery stays visible on eBay, you'll benefit from additional seller protections for eligible delivery issues.
What’s changing?
From 1 May 2026, eBay will respond to some 'Item not received' requests automatically if you sent the item with a label bought on eBay.
For orders up to $750, if your buyer reports that the item hasn't arrived, we’ll take care of it. We'll respond to the buyer automatically and you won't be responsible for providing a refund. We'll let you know when a request is opened if it falls under this protection.
For all other requests, make sure you respond within 3 business days. For example, for orders over $750 or sent via a carrier of your choice, you'll still need to respond to the buyer's report and resolve the issue, which may mean providing a refund if the item doesn't arrive.
Learn more about our seller protections.
When does eBay respond to 'Item not received' requests automatically?
To make the resolution process faster and easier for buyers and sellers, we automatically respond to 'Item not received' requests when
- You sent the item using a label bought on eBay, and
- You bought the label within your stated handling time, and
- There was at least one carrier scan before the latest estimated delivery date, and
- The order value is no more than $750
Thank you for being a part of our seller community. If you have questions, we’re here to help.
