What is eBay's "Shipping Performance Policy"?
On July 23rd, 2023, eBay releases a new "Shipping Performance Policy" for sellers.
The Shipping Performance Policy will track the number of Item Not Received (Order Inquiry) cases for every eBay seller.
Additionally, each Item Not Received Case that is opened will be evaluated by eBay.
These metrics result in an Item Not Received Rate, where if standards are not met, a seller's account may be met with restrictions or lesser selling privileges.
Why this can be a problem for honest eBay sellers
While occasional dishonest buyers can be an issue (block these buyers on eBay),
Shipping Carriers
and buyer misunderstanding
are primary causes of "Item Not Received" eBay cases;
which could lead to poor seller ratings even if the seller is not at fault.
How to Prevent "Item Not Received" & "Order Inquiry" Cases on eBay
3Dsellers offers several features and tools to help avoid and prevent buyers from opening "missing order" cases altogether.
Below are Pro-Tips on how to use particular 3Dsellers tools and features to ensure your "Item Not Received Rate" is acceptable to eBay.
1. Shipping Tracker
3Dsellers' eBay Shipping Tracker monitors every order's delivery with real-time data from the shipping courier.
When the carrier updates the shipping status, Shipping Tracker will automatically send the buyer (and your team) a message to alert them.
Keeping buyers informed of their order delivery status (or any issues that arise) will prevent buyers from turning to eBay Resolution Center for support.
All you'll need to do is mark items as shipped (by entering or uploading eBay tracking numbers).
Then, Shipping Tracker's settings will handle the rest.
Settings to use for Shipping Tracker:
Include the following information for every automatic eBay message:
Carrier NameTracking NumberTracking LinkSummary of the carrier's shipping status
Optional: Reassure the buyer you will monitor the carrier's delivery and fix any issues.
Send a Shipping Tracker message for the following Shipping Statuses:
Failed Attempt
Delayed
Available for Pickup
Delivered
Exception (assorted issues)
In Transit
2. Helpdesk → Autoresponder
3Dsellers' Autoresponder will reply to buyers automatically when they ask about a missing delivery. The immediate response reassures buyers before they consider opening an eBay Case.
Settings for Autoresponder Rule:
Sending Rule:
Buyer Message Text→Contains→"
where is my order" / "wheres my order" / "where's my order""
didn't receive" / "not received" / "did not receive""
missing order" / "missing item" / "missing delivery"Plus other alternative spelling and phrases you typically hear from buyers.
Ensure the message includes:
Tracking Number
Shipping Carrier
Tracking Link
Reassure buyers that you are checking on the shipment.
3. Auto Messages
3Dsellers' Auto Messages will send one eBay Message for each Order Event (such as Item Sold, Shipped, Feedback Received, etc.)
Preventative Solution:
Ensure that each Auto Message provides the buyer with friendly details of
order progress
shipping information
an invitation for the buyer to ask questions directly to you
Responsive Solution:
Auto Messages includes the option to send a message if an Item Not Received Case is created.
Pro Tip: How to on 3Dsellers' platform:
For a message's "sending event," select
Order Inquiry Opened.
(Order Inquiry is an eBay API/ technical term for Item Not Received)
This will allow you the opportunity to get ahead of the situation and even help buyers to close the case before any further support is needed.
Ensure to always provide the buyer with shipping details in every message. Supporting the buyer further in this regard will depend on your business and SLA.
4. Send Bulk Follow-up Messages
This strategy is particularly useful for orders that have special delivery notes or download instructions.
If a buyer doesn't read (or understand) the instructions you provided, it may result in an Order Inquiry (Item Not Received) Case.
To get ahead of these situations, use Orders Manager to send bulk messages to buyers to
check if they have received the order
include any special instructions again
invite buyers to ask questions
ensure they are satisfied with the delivery
Required Orders Manager features:
FiltersBulk Actions →
Send MessagesHelpdesk →
Message Templates
Steps to Send Bulk Follow-up eBay Messages:
🙌 Easy eBay Follow-up messages:
After completing the setup below, your team can send (and organize) eBay follow-ups in four fast actions:
Navigate to
Orders ManagerSelect the saved filter from the
Quick FiltersmenuSend the Follow-ups
Add the Tag to the orders.
→ Setup:
Create a Message Template:
Navigate to Helpdesk →
Message TemplatesCreate a follow-up message.
Send the Follow-Up Message
Navigate to Orders →
Orders ManagerApply Filters to target specific orders:
Order Date → Greater than → {#} days agoOrder Date → Less than → {#} days ago
Select all orders in the table.
Choose
Send Messagesfrom the Bulk Actions menu.Select the template and click
Send.
Add a Tag to the Orders (who were sent a follow-up message)
Select all the orders again (don't remove the filters)
Select
Tagsfrom the Bulk Actions menu.Create a new tag called "Follow-up Sent"
Update and Save The Filters
Add a new filter:
Tag → is not → "Follow-up Sent"
Save the filter combination.
Warning:
eBay Policy only allows messaging buyers this way if the message directly relates to the buyer's order.
Please ensure you follow eBay's Messaging and Spam policies to avoid any repercussions from eBay.
Ending Notes:
Employing informative automation in your eBay customer service not only prevents "Item Not Received" eBay Cases, but it can also help to boost your eBay Feedback Score and repeat buyers. Building buyer trust and better statistics for your eBay business is simplified with 3Dsellers eBay Software.