UK Shipping – System EDD vs International Sellers: Why Are Sellers Accountable?
Hello everyone, I am raising a serious concern regarding how seller performance is evaluated for UK shipments under eBay’s system-generated Estimated Delivery Date (EDD). In my case, I have consistently: • Met handling time requirements • Shipped on time with valid carrier scans • Selected only the predefined shipping services available • Delivered within the declared 10 to 22 working day policy Despite this, buyers are shown a significantly shorter system-generated EDD, which is not directly controlled by the seller. eBay Help clearly states: “The estimated delivery date shown to buyers… is based on various factors, including handling time and the delivery or courier services you offer… The calculation is dynamic…” This creates a critical contradiction: Sellers do NOT set the final EDD • EDD is influenced by system-level factors outside seller control • Buyers rely on the system-generated timeline • INR cases are triggered based on that timeline Additional context (already raised with eBay support): Under an active Service Request (SR# 1-502535434845), this issue has already been formally raised with eBay support, where I clarified that: • Orders were shipped within handling time • Valid tracking with timely carrier scans was uploaded • Deliveries were completed within the declared shipping policy There was no seller-side fault or non-compliance; delays, where applicable, occurred post-dispatch and outside seller control. Multiple cases were closed in seller’s favour, with confirmed delivery and no seller fault. specifically: Whether INR cases arising solely due to system-generated EDD (despite full seller compliance) can still contribute to account warnings or restrictions Whether such cases can be reviewed in context, especially when they occur in a clustered timeframe linked to external disruptions However, responses received focused only on system recording of BBE, without addressing the core issue of accountability vs system-generated timelines. Core concern: Buyers initiate INR cases based on system-generated EDD, while sellers are evaluated on controllable factors, creating a clear gap between system-driven expectations and seller accountability.This concern is strictly limited to INR cases within BBE evaluation, where there is no SNAD issue or seller fulfilment failure involved. If the final EDD is system-generated and only influenced (not controlled) by seller inputs, then: 👉 On what logical basis are sellers held fully responsible in BBE evaluation, when outcomes driven by system-generated timelines can escalate to account restrictions? This is not a courier issue. This is not a handling time issue. This is a system vs accountability mismatch. When sellers can only: • Select predefined shipping services • Set handling time …but cannot directly control the final EDD shown to buyers, then: 👉 How is seller performance fairly evaluated in such cases? I would appreciate insights from experienced sellers or moderators on how this is handled in practice. Thank you. wing screenshots show the system-generated EDD appearing before handling time completion, alongside the seller-defined delivery policy.
BBE Seller Rating?
Greetings to all eBay Community members, I have been an eBay seller since 2012. Right now I am facing a problem for which I see no solution, because every communication with eBay Seller Support only leads to more uncertainty about the future of my store. In August, shipments from the EU to the USA were suspended due to the new customs tariffs. Shipping was restored only at the end of October. Foreseeing that this situation would cause problems, I contacted our store’s eBay account manager on 25.08.2025. The communication took place via WhatsApp to the number provided by the eBay account manager. Her reply on 26.08.2025 was: “Hello good day. eBay has sent a message regarding the US tariff update, and we advise you to speak with your shipping partner to confirm any changes in shipping costs, and to continue communicating with your buyer to keep them informed about this change. If you want to exclude your item to us you can remove your listing in us site and can list your item to other sites on eBay. eBay Account Manager Janine.” The only solution offered was to delete my listings on eBay.com — what kind of joke is this from eBay? When I asked if it is possible to temporarily disable shipping to the USA, I received no answer. There was no other explanation or guidance on how to proceed. As we all know, on eBay.com sellers cannot disable the USA as a shipping destination. Therefore, buyers in the USA were able to purchase items from EU sellers, even though shipping was physically impossible. I also could not find any option to place a banner or notice to warn USA buyers that delivery to the USA was suspended. For every USA buyer who purchased an item, I manually sent an explanation that the order must be cancelled because delivery was impossible. About 50% of buyers understood and some even repurchased the item later when shipping resumed. The other 50% marked these cancellations as defects. As a result, my BBE is currently 25.1%. I have no other violations or issues that would justify shutting down my store, but I fully understand that with this percentage my store will likely be closed within the next month. Already now, even though I have not received an official notification of store restriction or closure, eBay has clearly applied a hidden limitation on my account — after receiving the BBE warning, my store traffic dropped by 80%, and of course so did sales. One eBay representative told me that I “should not have selected ‘out of stock’,” which is completely untrue — I know that this option must not be used. I always selected “buyer asked to cancel order.” I repeatedly looked for information in eBay’s internal seller forums, and several sellers reported the same issue: there was absolutely no guidance available on how to properly handle this situation. This is what the Seller Protection Program states: “We remove defects and/or late shipments when things happen that are outside of your control, such as severe weather or carrier disruptions.” This information is published by eBay itself. And this situation was completely outside my control — shipping to the USA was entirely suspended and only resumed at the end of October. Here is the official information, publicly available to everyone. I wasn’t allowed to add the link here, so I attached a photo where the official postal information can be seen. Why eBay chooses to ignore this, or pretend not to know, I do not understand. Please find included the links with all the relevant references, including information from the Latvian Post website. I am highly knowledgeable in my field, my customers appreciate us, and we strive to be the best in our industry. But I am not an IT specialist or a lawyer, and I cannot be expected to know the correct legal or administrative procedures in such a situation. eBay should have provided clear guidance on how to act so that sellers could avoid exactly the problem I am now facing. I would like to hear the opinion or advice of other EU sellers, because all communication with eBay so far has led to no useful solution. All replies I receive sound something like: “It’s your fault.” Thank you for understanding, and I wish you all a successful day.Help a buyer with an item they didn’t receive!
If a buyer doesn’t receive their item, they’re entitled to a refund unless you can provide tracking information showing that it was delivered. If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request. If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages. Once a request is opened, you have 3 business days to resolve the issue. After that time, either you or the buyer can ask us to step in to help resolve the issue. The easiest way to resolve “item not received” requests is to provide tracking details showing the delivery address and delivery date of the item. Read more on Handling & Preventing Item Not Received dispute. Regards eBay INCBT TeamBest practices for improving your selling feedback
Maintaining a good Feedback score not only helps in increasing your reputation and building trust in your buyers, but chances are that your listing may get ranked higher in the search results too. Here are some best practices that can help you to improve your selling feedback: Make sure your listings have clear and accurate descriptions Add photos of the original product, captured from various angles Detailed item specifications Specify handling time which can be fulfilled by you Update tracking details within the specified handling time Invest in a logistic service that provides end-to-end tracking Take utmost care in packing to ensure item reaches in the proper condition Stay away from false promises Be prompt when responding to buyer queries Keep your buyer updated on every stage of the transaction Set up automated preferences for leaving feedback for your buyers Visit our seller center to learn more - https://sellglobal.ebay.in/seller-center/building-your-buyers-trust-feedbacks/ Regards, eBay INCBT TeamImportant tips to work with your buyer and resolve issues
It’s important to work with your buyer and help them resolve any issues that may come up with their order. Here are some steps you can take: If a buyer lets you know that they have a problem with their purchase, you should respond to them as quickly as possible. Keep in mind that you have 3 business days to resolve their issue before they can ask us to step in to help If the buyer has opened a return request for an item that doesn't match the listing description, and you do not respond, we may refund the buyer and seek reimbursement from you without requiring the buyer to ship the item back When communicating with the buyer, do your best to be polite and professional in your responses, even when they’re upset or angry. It helps to provide a better customer experience, and it might make it easier to come to an agreement about their issue If the buyer wants to return the item, they may accept a replacement (where you send them the same item again) or an exchange (where you send them a similar but different item) Buyers may also accept a partial refund, where they keep the item and you give them back some of their money Learn more about helping buyers if their item didn’t arrive, or how to handle a return. Regards, eBay INCBT TeamAre you updated on the best practices of returns?
Returns happen. By factoring return costs into your pricing, having an efficient returns system in place, and taking measures to reduce your return rate, you can ensure that returns don't have to be disruptive to your business or profits. One of the best ways to minimize returns is to follow our eBay best practices. Click on the community post link below to know more: https://community.ebay.in/t5/Selling-on-eBay/Best-Practices-to-Keep-Returns-to-a-Minimum/ta-p/161166 Regards, eBay INCBT TeamEssential tips for providing your buyers great customer service
One of the most effective ways to ensure that your customers keep coming back is to give them a satisfactory buying experience. Here are some tips to get you started. Let buyers know when their purchase will arrive: Being informed about the status of their order is one of the most important aspects of a buyers’ online shopping experience. Informed buyers are also less likely to make an “item not received” claim. Keep your buyers happy by: Setting accurate handling times. The handling time you set for each listing is a commitment to buyers to get orders to your shipping carrier on time. It’s important to stick to your handling time and to set handling times you know you can make. You may wish to adjust your handling time during busy seasons or popular promotions. Uploading tracking information. You are required to upload integrated tracking in the structured data field before the estimated delivery date has passed in order to appeal an “item not received” claim. eBay will not protect you from a claim if you send the tracking number to the buyer via email. Without tracking information, eBay can’t protect you because we won’t be able to confirm your item was delivered. eBay labels uploads tracking automatically. Some shipping services don’t add or integrate tracking at all, and manually uploading tracking can lead to errors. Offer a generous returns policy Shoppers are more likely to buy an item when they’re confident that it can be returned if necessary. That’s why offering a generous return policy makes good business sense. Create clear and accurate listings Write a clear description and include well-shot photos, that way your buyers have a good idea about what they’re ordering. If your buyer knows what to expect from their order, they’re less likely to be dissatisfied when they receive it. Avoid unpaid items If you don’t already, you should require immediate payment for both fixed-price and auction-style listings with a Buy It Now option. Resolving payments immediately helps to avoid possible disputes with your buyer down the road. Manage your buyers’ requests and disputes You can view your buyers’ refunds, returns, “Item not received” and “Item not as described” requests, and payment disputes in the Orders tab on Seller Hub or in My eBay. Keeping on top of these requests and disputes helps keep your buyers satisfied, increasing the chances that they’ll become return customers. Want to learn more on product listing, shipping & payments, marketing & promotions and how to manage seller performance – then visit out seller center : https://sellglobal.ebay.in/seller-center/ Regards, eBay INCBT TeamBest Practices to Keep Returns to a Minimum!
Buyer will always be buyers… Out of excitement, a product is purchased but later the buyer discovers that it is not their size or it is not what they had thought would be received when they first saw the listing. There are however some “best practices” that many eBay sellers follow so that they can i) offer returns, but ii) keep those returns to a minimum. So, how do you do it? Returns Best Practices: Make sure that the products shipped match the item description and photos. If certain products have high rates of manufacturing defects, take them off the inventory. Check and recheck the product before packing it, to ensure that the correct product is actually being dispatched. Have a checklist prepared to confirm that all parts/items are actually packed i.e. to avoid missing parts. Invest in secure packing to avoid product damage during shipment. Have the returned items checked before issuing a refund. Be quick in issuing refunds - preferably within 2 days of receiving a return. Ask eBay to help you to resolve the issues if you and the buyer haven’t been able to come to an agreement on the buyer’s return issues. Keep a valid return address on file, and if you have multiple addresses manage them through your “preferences” Regards, eBay INCBT Team
