eBay UK Updates Simple Delivery Terms For Shipping Label Refunds
eBay UK has updated the terms and conditions for Simple Delivery managed shipping, providing new details for how buyers and sellers can get refunds for unused postage labels.
Simple Delivery was introduced in May 2024 and was initially limited only to clothing sales, but eBay quickly expanded the program to include most categories on the platform and announced it would be mandatory for all private sellers of eligible items to use Simple Delivery, starting with a phased rollout in April.
As the Simple Delivery mandate continues to impact more and more private sellers, concerns have been raised about exemptions for some smaller/lower value items, accessibility concerns, and whether eBay really will cover all items for loss or damage in transit.
Liz Morton
One early complaint from sellers was that forced usage of Simple Delivery stopped them from being able to offer free shipping to buyers - which eBay addressed by adding an option for the seller to elect to pay for the shipping label instead of the buyer.
But that has introduced another layer of complication to the Simple Delivery program, causing buyers and sellers alike to wonder what happens if the eBay provided label is not used for the shipment and how refunds can be obtained for the postage cost on those unused labels.
Some users report they had previously been told by support that eBay would automatically refund, but it turns out there are different procedures and timelines depending on whether you are the buyer or the seller.
If the buyer pays and the Simple Delivery label is not used - they will automatically be refunded after 30 days.
If the seller pays, they must fill out a form to request a refund for the label cost - and will only have 14 days to do it.
If you don't use the Simple Delivery label provided, you or your buyer will be refunded, depending on who paid for postage.
If you selected 'Buyer pays’ when you created the listing, your buyer will automatically be refunded for any Simple Delivery label that isn’t used after 30 days
If you selected ‘Seller pays’ and offered free postage on your listing, you'll need to fill out the Request a refund for Simple Delivery form for the label that wasn’t used. Make sure to send your request within 14 days of your item selling
eBay says to process the refund, they'll verify the following - you'll have to meet all of these conditions and it may take up to 14 days for the refund to be processed after submitting the form:
- The label was paid for by you (you offered free shipping to the buyer).
- The refund request is created within 14 days from the item's sale.
- The label wasn't used within 14 days of the item's sale.
- The package was delivered using a different tracking number.
Sellers must then provide the order number and jump through multiple hoops, answering a 7 question survey before they can submit the request.
Sellers on Reddit say this whole process is confusing and not at all transparent - and since Simple Delivery is currently only available to private consumer sellers, not business sellers, many will likely just assume the label refund will be automatic and may miss the timeframe to make the request.
Sellers beware of cancelled sales with free shipping - eBay won’t auto refund cancelled simple shipping fee unless requested
by u/johnnybmixing in ebayuk
This process may work well enough if the refund is needed because the order is being canceled, but what about a situation where the seller needed to use a different courier or some other scenario where the item is still being shipped, just not with the Simple Delivery label?
Sellers report in those situations, they are not always seeing an option to upload their own tracking number to eBay - which could result in negative marks on their account for not having an initial acceptance scan within their handling time and delays in payments being released.
Using an alternative reputable courier
I have sold an item but the e-bay postage label generated will not cover the cost of sending the parcel. ( Done in error) The buyer is happy for me to use an alternative courier. How will I get my funds released by e-bay if I do this ?
You can do this, but you will not be able to enter the tracking and your payout would be held for 14 days before release.
If you are a new or returning seller, there may be a slightly longer hold on initial payouts.
If this was a Simple Delivery transaction the buyer paid for the initial postage and as the label will not be used, they will receive a refund and this can take 30 days.
And of course it's worth mentioning that it is to eBay's benefit to find any reason possible to hold those funds as long as possible before returning them, since they earn interest on the money while it is on hold.
Liz Morton
Have you gone through the process to get a refund of an eBay Simple Delivery label either as a buyer or a seller? Let us know about your experience in the comments below!
