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Improve performance by shipping items promptly

When people buy things online, they generally expect their items to arrive quickly. While you can’t control when a package will be delivered, you can set buyers' expectations by letting them know when an item will be shipped and making every effort to ship packages within your specified time frame.

Shipping promptly and managing buyers' expectations can help you avoid:

  • Cases where a buyer didn't receive the item

  • Negative or neutral Feedback

Setting expectations for shipping time

When you provide the shipping details in your listing, it allows you to set buyers' expectations up front. Ultimately, this can help avoid misunderstandings about unexpected costs or your shipping and handling time.

Common problems Solutions

Not specifying your shipping services or the time it takes to deliver an item can lead to a misunderstanding

  • If you offer a variety of services, call out each one in your listing and be sure to specify the cost of each one.

  • Specify approximately how long it will take for the item to arrive.

Forgetting to include information on when you normally ship items can lead to buyer dissatisfaction.

  • Specify your handling time—the time between when buyer pays and when you mail the item. Most buyers expect less than 2 days of handling time.

  • If you don't ship items on weekends, say so in your listing.

Not specifying who is responsible for customs fees or duties can lead to a misunderstanding.

  • Make sure all your international listings include a clear message to buyers stating that they're responsible for customs fees and may run into delays due to customs inspections.

  • If you include this message, eBay will remove negative or neutral Feedback resulting from customs delays or fees. Be sure to read and follow the requirements for this message.

Using tracking information

Many shipping companies provide tracking information for packages, allowing you and your buyer to check the status of shipments. If the carrier you're using offers this service, be sure to take advantage of it. This gives buyers peace of mind and shows them you care about customer service. It can also save you time because you won't need to answer questions about where their item is.  

Tip: Tracking information and Delivery Confirmation may also give you proof if you ever have to handle cases where buyers say they didn't receive your item.

Here are a few ways that you can provide tracking information to your buyers:

Printing shipping labels on eBay

If you print shipping labels on eBay, the tracking or Delivery Confirmation number is automatically added to My eBay.

Uploading your shipping info to My eBay

If you use a shipping service that provides tracking or Delivery Confirmation numbers (such as Canada Post or UPS), you can upload the information in My eBay.

Here's how:

  1. Go to the Sold section of My eBay.

  2. Select the item you want to upload a tracking or delivery confirmation number for, and then click the Add tracking number button.

  3. On the Add/Edit/Delete Tracking Number page, enter the tracking or delivery confirmation number.

  4. Click the Submit button.

Once you've uploaded the information, it appears below the item title in the Sold section of My eBay and on the View Order Details page.

We'll send your buyer an email with the tracking or delivery confirmation number. Your buyer can also find this information in the Won section of My eBay and on the View Order Details page.

Sending an email

Although uploading the tracking information in My eBay is ideal, you may also send the buyer a separate email through eBay messages, and provide the tracking or Delivery Confirmation number.

Learn more about shipping best practices.

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