Warehouse Service Standard for forward-deployed inventory

This Policy is effective for all users from 29 July 2020. The previous version of this Policy was effective for all users on 3 July 2019 to 29 July 2020.

Warehouse Service Standard Policy

This policy is created specifically for Cross-Border Trading (CBT) sellers in South East Asia who are shipping items out from an overseas warehouse to a buyer that is residing in the same country. This is also known as “forward-deployed”. Watch the video to learn more about eBay's Warehouse Service Standard Policy.

What you need to know

In light of the developments associated with the COVID-19 pandemic, and to maintain a great customer experience for our cross-border buyers, we are changing the requirements you must comply with for all live forward-deployed (i.e. where your item is shipped from an overseas warehouse to a buyer in the same country) listings and transactions.

Activity that doesn't comply with this policy, or which breaches other applicable eBay policies (such as the Price Gouging Policy, Item Location Policy and Prohibited and Restricted Items Policy), may result in a range of actions, such as eBay ending or removing your listings, enforcing buying or selling restrictions, or suspending all relevant accounts.

What are the requirements?

All forward-deployed listings must have a Promised End-to-End (E2E) Delivery Time that falls within the timeframes set out in Table 1.

Promised E2E Delivery Time is a combination of a listing’s handling time and estimated delivery days.

Your Actual End-to-End (E2E) Shipping Performance, which is measured based on your performance against the On-Time Shipping Rate metric, the On-Time Delivery Rate metric and the Unsatisfactory Delivery Rate metric, must meet the requirements set out in Table 1.

On-Time Shipping Rate is defined as the percentage of forward-deployed transactions shipped with an A-scan uploaded within the listing's promised handling time;
On-Time Delivery Rate is defined as the percentage of forward-deployed transactions delivered with a D-scan uploaded within the upper limit of a listing’s Promised E2E Delivery Time or the applicable timeframes in Table 1, whichever is shorter; and
Unsatisfactory Delivery Rate is defined as the number of open “Item Not Received” (INR) cases as a percentage of all transactions where the item location (country) differs from the seller’s location.

Item Location	Promised End-To-End (E2E) Delivery Time	Actual E2E Shipping Performance: On-time Shipping Rate	Actual E2E Shipping Performance: On-time Delivery Rate	Actual E2E Shipping Performance: Unsatisfactory Delivery Rate
United States	100% of live forward-deployed listings ≤ 8 business days	100%	At least 90% of forward-deployed transactions delivered within 7 business days or the upper limit of a listing’s Promised E2E Delivery Time, whichever is shorter	≤ 2.0% of forward-deployed transactions
United Kingdom¹	100% of live forward-deployed listings ≤ 8 business days	100%	At least 90% of forward-deployed transactions delivered within 6 business days or the upper limit of a listing’s Promised E2E Delivery Time, whichever is shorter	≤ 2.0% of forward-deployed transactions
Germany	100% of live forward-deployed listings ≤ 8 business days	100%	At least 90% of forward-deployed transactions delivered within 7 business days or the upper limit of a listing’s Promised E2E Delivery Time, whichever is shorter	≤ 2.0% of forward-deployed transactions
Australia (Metropolitan Area)²	100% of live forward-deployed listings ≤ 12 business days	100%	At least 90% of forward-deployed transactions delivered within 8 business days or the upper limit of a listing’s Promised E2E Delivery Time, whichever is shorter	≤ 2.0% of forward-deployed transactions
Australia (Non-Metropolitan Area)²	100% of live forward-deployed listings ≤ 12 business days	100%	At least 90% of forward-deployed transactions delivered within 10 business days or the upper limit of a listing’s Promised E2E Delivery Time, whichever is shorter	≤ 2.0% of forward-deployed transactions
France	100% of live forward-deployed listings ≤ 12 business days	100%	At least 90% of forward-deployed transactions delivered within 12 business days or the upper limit of a listing’s Promised E2E Delivery Time, whichever is shorter	≤ 2.5% of forward-deployed transactions
Italy	100% of live forward-deployed listings ≤ 8 business days	100%	At least 90% of forward-deployed transactions delivered within 7 business days or the upper limit of a listing’s Promised E2E Delivery Time, whichever is shorter	≤ 2.5% of forward-deployed transactions
Spain	100% of live forward-deployed listings ≤ 810 business days	100%	At least 90% of forward-deployed transactions delivered within 9 business days or the upper limit of a listing’s Promised E2E Delivery Time, whichever is shorter	≤ 2.5% of forward-deployed transactions
All other countries	-	-	-	≤ 2.5% of forward-deployed transactions

^{¹Transactions shipped via the UK Royal Mail’s Large Letter format will be exempted from compliance against the On-Time Shipping Rate metric.
² Australian metropolitan areas are defined as Sydney, Melbourne, Brisbane, Canberra and Adelaide. Please see below for a list of corresponding postal codes.}

When will you be evaluated?

1.We will evaluate all live forward-deployed listings against the Promised E2E Delivery Time metric from 29 July 2020. 2.We will evaluate your Actual End-to-End (E2E) Shipping Performance in accordance with the following evaluation periods:

What you need to do

You should:

As always, thanks for selling on eBay.

Yes, if you have complied with the On-Time Shipping Rate metric and can demonstrate that you have used the same carrier, and that carrier’s service, as originally stated in your listing.

Digitally delivered goods and overweight items will only be evaluated against the Unsatisfactory Delivery Rate metric.

You cannot comply with the On-Time Shipping Rate and On-Time Delivery Rate metrics.

Reach out to your account manager or eBay Customer Support, and provide the transaction number and item details when doing so.

You will be measured against the shorter of the two time periods. Take for example a listing with item location in the United Kingdom, where the listing’s Promised E2E Delivery Time is 3 to 4 business days (comprising handling time of 1 business day and 2 to 3 estimated delivery days), while the applicable On-Time Delivery Rate timeframe in Table 1 is 6 business days. To comply with the On-Time Delivery Rate metric, the item will need to be delivered with a D-scan uploaded within 4 business days.

No. You should upload tracking numbers only from shipping carriers integrated with eBay.

You can choose any of the four locations.

Create separate country-specific listings. For example, where the item is in warehouses in France and Germany, you can list the France-based item on www.ebay.fr while blocking shipping to non-France-based buyers, while doing the same thing for the Germany-based item.

Yes. Please ensure that the ERP system has up-to-date inventory levels. For goods that are out-of-stock, please end listing or set inventory to 0. Please communicate immediately with buyers to cancel orders.

Please see below for a list of postal codes corresponding with Australian metropolitan areas (i.e. Sydney, Melbourne, Brisbane, Canberra and Adelaide).

List of postal codes corresponding with Australian metropolitan areas

Postal codes	Postal codes	Postal codes
0200-0221	3750-3810	5000-5118
1001-1891	3910-3920	5121-5134
2000-2234	3926-3944	5138-5169
2484-2490	3975-3978	5810-5950
2600-2620	3980-3981	8000-8873
2900-2914	4000-4275	9005-9005
3000-3207	4280-4347	9020-9582
3211-3220	4500-4517	9702-9741
3335-3341	4521-4521	-