eBay Item location policy requires that sellers provide true and accurate information about where the item will be shipped from. Such information helps buyers have a clear understanding of shipping charges and delivery times.
What is the Item location policy?
Sellers must provide:
- Clear and accurate information about where the item is located, including the city and the country where the item will ship from, must be included in listings.
- Item location information must be consistent across all areas of the listing including title, description and item specifics.
- A tracking number uploaded after an item has sold must match the shipping location provided in the listing.
Activity that doesn't follow eBay policy could result in a range of actions including for example: administratively ending or canceling listings, hiding or demoting all listings from search results, lowering seller rating, buying or selling restrictions, loss of seller protections, and account suspension. All fees paid or payable in relation to listings or accounts on which eBay takes any action will not be refunded or otherwise credited to your account.
Item location policy helps buyers make informed purchasing decisions based on shipping charges and delivery times, and protects sellers from complaints about excessive costs or delays.
If the return address and item location don’t match, the buyer might have to pay a higher price for return shipping. If such a buyer opens a case (a return or Item not as described case), and the return address is different from the item location, eBay will ask the seller to update the return address within 72 hours. If the seller fails to do so, eBay will be obliged to close the case in the buyer’s favor, and the item won’t be returned to the seller.
If due to some reason you can’t provide a return address that matches your item location, you may choose to arrange the return shipping yourself and cover its cost.
Example: A buyer from Germany purchases an expensive auto part from a Lithuanian seller. The listing states that the item location is in Germany, but the seller is registered in Lithuania, and the return address is in Lithuania as well. After receiving the order, the buyer changes their mind and opens a remorse case. If the seller doesn’t respond to the case promptly, or can’t provide the proof of the same return shipping cost to both locations, the case will be closed in buyer’s favor because of the address issue.
If you use a return address that is different from the item location:
- Make sure that it doesn’t increase the return shipping cost for the buyer, but bear in mind that a buyer can still open a case.
- Facilitate the case as soon as it’s opened, even if it is a remorse return. Thus you may avoid having the case closed in buyer’s favor due to item location misrepresentation.
- Promptly provide proof that it’s cheaper (or costs the same) for the buyer to return the item to your return address rather than the item location country. You can use online calculators of leading shipping companies in your region to provide such proof.
If the case is closed in buyer’s favor, it can negatively affect your seller performance.
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