Search the Help pages (Does not search for items or products) Search Help Pagestips

Improve performance by delivering 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 delivered and making every effort to deliver packages within your specified timeframe.

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

  • Cases where a buyer didn't receive the item

  • Negative and neutral Feedback

Setting expectations for postage time

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

Common problems Solutions

Forgetting to include information on when you normally deliver 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 post items on weekends, say so in your listing.

Tip: By meeting certain postage conditions, you can receive an automatic 5-star detailed seller rating for shipping time.

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.

Not offering an expedited postage service can cause frustration for buyers who want their items quickly.

  • Even if you offer a free postage option, buyers appreciate the option to pay for faster postage. It's a good idea to offer your buyers an expedited postage option. When you list your item you can choose from several postage options. We categorise each option as one-day, expedited, standard, or economy. If you are a cross-border seller posting items from outside of the buyer's location, you need to choose "Others" as your postage option.

When creating your listing, you can select any of these services. To help buyers see consistent shipping options on eBay, postage services appear as 1-day, expedited, standard, or economy. Specific information about your postage services and estimated delivery times also appear in your listings.

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:

Uploading your shipping info to My eBay

If you use a shipping service that provides tracking or Delivery Confirmation numbers, 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 information.

  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 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 Order details page.

Sending an email

Although uploading the tracking information in My eBay is ideal, you can also send the buyer a separate email through eBay messages, and provide tracking information this way.

Contact Customer Service

If you have an additional question about this subject, email us at Customer Service.
If you would like to ask a question on another subject, please use the Contact Us page.

Contact us

Have a question? We can help.

 Contact us

Ask eBay members

Get help from other eBay members. Visit the Answer Centre to post a question.