eBay seller protection: how to provide proof of shipment
If a buyer reports that an item has not arrived, you need proof. The eBay Money Back Guarantee specifies exactly what counts as proof of delivery. This guide summarises the requirements and links to eBay's policy.
Published on · Last reviewed on by Igors Kirjanovs, Managing Director of i-Garant Onlinetrading UG (haftungsbeschränkt)
Why the tracking number matters
Under the eBay Money Back Guarantee policy, delivery is considered proven when four conditions are met. The tracking number can be checked on the shipping carrier's website and is provided to eBay before the latest estimated delivery date. The delivery status is Delivered or Attempted delivery. The delivery date is known. The recipient's address matches the address in the order details and includes at least the postcode.
The buyer can report that the item has not arrived. You must then respond and provide tracking information, provide delivery updates or issue a refund. If there is no valid tracking information, eBay may step in and refund the buyer the purchase price and shipping costs. The exact deadlines are set out in eBay's policy.
For example: on Monday, you send a DHL Paket that is due to arrive by Friday at the latest. You enter the tracking number on eBay on Monday. On Wednesday, DHL reports Delivered, to the address in the order details. All four conditions are then met. If you do not enter the number until Saturday, the condition requiring it to be uploaded to eBay on time is not met.
When the Money Back Guarantee does not apply
The policy excludes the following cases, among others: the buyer provided an invalid or incorrect address. The item was lost after delivery. The buyer arranged their own shipping method. A third party collected the item on the buyer's behalf. The full list and special cases, such as customs or refusal to accept delivery, are set out in eBay's policy.
The eBay Money Back Guarantee does not replace consumers' statutory warranty rights.
Records to keep
Keep the following records available for each shipment:
- the tracking number and shipping service
- the shipping date
- the delivery address from the eBay order
- for expensive goods, photos of the contents before sealing the package
Additional DHL services
For DHL Paket, you can select services in Shipnovo such as recipient signature, personal handover or additional insurance. Your contract with DHL determines their cost and coverage.
Report shipment on time
Report shipment within the handling time specified in your shipping policy. Shipnovo submits the tracking number to the correct eBay account after you confirm shipment.
Sources
- Proof of delivery, deadlines and exclusions under the Money Back Guarantee: eBay Money Back Guarantee (policy, eBay.de)
Common questions
It is the most important piece of evidence, but not the only requirement. The delivery status, delivery date and address must also meet the requirements. Details are set out in the eBay Money Back Guarantee policy.
Without shipment tracking, you cannot prove delivery. As a general rule, what counts is a verifiable tracking number with the status Delivered or Delivery attempted. Always send valuable items with a tracking number for this reason.
No. This guide provides a general overview and does not constitute legal advice.