eBay support for Irish sellers during the developing COVID-19 situation

Last updated: 23 December 2020

Customer service update

You may experience longer than usual waiting times for Customer Service at the moment. Please read the page below for the latest updates on Covid-19 virus before calling the team.

PayPal

We are unable to help with PayPal specific problems. We would advise members to review PayPal’s statement on their services: here.

Seller Help

If you can't find any answers to your queries below, visit the Irish Customer Service pages: here.

Seller Protection

We may at times put seller protection measures in place in case of systemic interruptions to postal services that are beyond your control. It's always best practice for sellers to be upfront with their buyers and let them know if delivery delays are expected. It’s also advisable that sellers set their handling times to reflect their current circumstances. You now have the option to manually set your handling / dispatch times for each day of the week: here.

 As always, we want to assist you in delivering the best possible experience for your buyers. Uploading tracking numbers to your transactions allows your buyers to see where their item is and you’ll be better protected in the event of carrier delays or if a buyer opens an item not received case.

The following seller protection measures have been put in place when evaluating your Seller Performance Standards level:

  • Your Late Delivery rate will be automatically adjusted. We will automatically remove Late Delivery counts and any related Negative or Neutral feedback received for transactions sent to, from or via the UK between 7 December to 31 December 2020.
  • Your item not received count (INR) in Service Metrics and any related Negative or Neutral feedback will be automatically removed if you uploaded valid tracking on transactions sent to, from or via the UK between 7 December to 31 December 2020.
  • We understand that things are difficult at the moment for many of us and with interruptions of services at some borders you may need to unexpectedly cancel an order. We want to reassure you that if you have to cancel a cross border transaction being sent to, from or via the UK, we will remove those defects from your seller performance evaluation.

We’ll be processing Defect removals and any related Negative or Neutral feedback as quickly as possible. Please be aware that it may be a short period of time when this information appears in your account before being removed.

Please note, even though we may protect individual service metrics from affecting seller standard rating, if a seller’s delivery performance drops below an acceptable level or if we observe unusual activity on accounts, we may have to restrict account privileges while we investigate.

Advice for businesses closing temporarily

If you’re affected by a temporary closure of your business, you can take the following steps:

Time Away settings

Sellers can activate Time Away settings and either hide fixed price listings in eBay search until they return or keep them live with extended times. Auction-style listings will continue to run for the set duration: Learn more.

"Out of stock" option

If you activate the "Out of stock" option by setting the stock of your Good ‘Til Cancelled listings to ‘0’, your listings will disappear from eBay searches and you’ll protect your sales history for when you’re ready to start trading again. To help you retain your sales history for longer, we’ll now keep your listings active for 180 consecutive days. You may also be eligible for an insertion fee credit: Learn more.

Delivery and returns updates

Estimated Delivery Day(s)  

We're actively working with carriers and International logistics providers to understand and monitor their operational status and performance. We’ll make changes to buyer-facing delivery estimates as we deem necessary. 

With logistic routes between the UK and Europe severely disrupted, we have extended our delivery estimates for listings to account for any potential delays to international deliveries sent to or from the Republic of Ireland, or via the UK. We’re actively monitoring the situation and will make any changes as required.

Emergency listing restrictions

Please be aware of our Corona-related guidelines on listing and pricing for important items: 

Health claims and misuse of keywords: titles and item descriptions containing health claims and misusing terms such as "Coronavirus", "Covid-19", ‘Virus”, "epidemic" are prohibited.

Prices inflated over prevailing market value: listings that attempt to profit from tragedies and disasters (such as the Coronavirus outbreak) are prohibited.

Laws and Regulations: we recognise this is a fast changing situation. We advise sellers to always check local laws, regulations and guidelines when listing. We will continue to monitor the situation globally and provide further updates as necessary.


23 March - Face Masks, Hand Sanitisers, and Cleaning Wipes & Pads

On 23 March 2020, we restricted the sale of all Face Masks, Hand Sanitisers, and Cleaning Wipes & Pads products on the platform in a bid to stamp out unreasonably priced listings. Only approved eBay sellers will be permitted to trade these items at appropriate prices, enabling people to continue sourcing the items they need.

Unapproved sellers attempting to sell these items will find their listings blocked or removed and their account may be suspended.

Approved sellers may sell the corresponding products in the following approved categories only:

  • Business, Office & Industrial > Healthcare, Lab & Dental > Medical, Lab & Dental Supplies > Disposable Face Masks
  • Health & Beauty  > Health Care > Hand Sanitisers
  • Business, Office & Industrial > Cleaning & Janitorial Supplies > Cleaners & Disinfectants > Cleaning Wipes & Pads

Well sweep all other categories for restricted or banned items listed outside the approved categories. All banned  or restricted items placed in the wrong categories will be removed, even if the seller is approved. 

Please note, sellers may lose their approved status if:

  • their business drops to Below Standard;
  • prices are unreasonably inflated; or
  • the seller breaches eBay policies.


24 March - Baby Formula & Milk, Toilet Roll

On 24 March 2020, we restricted the sale of all Baby Formula & Milk, and Toilet Roll products. Only business sellers will be permitted to continue trading these items at the appropriate prices.

Private sellers attempting to sell these items will find their listings blocked or removed and their account may be suspended.

The restrictions apply to the following categories:

  • Baby Essentials > Baby Feeding Supplies > Baby Bottle Feeding > Baby Formula (including Baby Milk)
  • Home, Furniture & DIY > Household & Laundry Supplies > General Household Supplies > Toilet Roll


26 March - Tampons, Baby Wipes, and Nappies

On 26 March 2020, we restricted  the sale of all Tampons, Baby Wipes, and Nappies on the platform. Only business sellers will be permitted to continue trading these items at the appropriate prices.

Private sellers attempting to sell these items will find their listings blocked or removed and their account may be suspended.

The restrictions will apply to the following categories:

  • Health & Beauty > Healthcare Products > Feminine Care Products > Tampons
  • Baby Essentials > Baby Changing & Nappies > Baby Wipes, Creams & Cotton Wool (Baby Wipes)
  • Baby Essentials > Baby Changing & Nappies > Nappies

We will monitor other categories for restricted or banned items listed outside the approved categories. All banned or restricted items placed in the wrong categories will be removed.

Please note, business sellers may not be able to sell these items if:

  • their business drops to Below Standard;
  • prices are unreasonably inflated; or
  • the seller breaches eBay policies.