Improving the post-purchase process for local collection
Easier cancellations for buyers, and enhanced protections for sellers
What you need to know
To help cut down on 'item not received' claims and payment disputes you have to manage, we've improved the cancellation experience for eBay local cases. If a buyer can't pick up an item, or changes their mind after seeing it, they can request to cancel the order up to 30 days after payment or until the collection is confirmed. As a seller, you can review and approve cancellations, and the item will automatically be relisted so you can sell it again.
Pro tip: Confirm local collection, hassle-free
When the buyer shows up and is ready to take the item home, simply enter the six-digit collection code provided, or scan the QR code that the buyer received via email on the eBay app, to provide us with proof of collection of the local order. Once you provide proof of collection, you’ll be protected if the buyer opens an 'item not received' case and for any subsequent payment disputes.
FAQs
Why is eBay allowing buyers to request a cancellation for up to 30 days?
The process for buyers to request order cancellations directly from sellers is being streamlined. This improved process will strengthen buyer trust, encourage them to engage in local transactions more comfortably, and reduce potential friction between buyers and sellers. If a buyer's request for cancellation is unreasonable, you can decline the cancellation request and report the buyer to eBay. eBay will conduct a review of the buyer's actions to ensure compliance with our user policies.
What can I do if my buyer is not responding to arranging a collection?
We recommend allowing 10 calendar days from the payment for the collection to be completed. If you’re unable to establish contact with the buyer within this period, you may consider cancelling the transaction. Learn more about cancelling a transaction.
How do I arrange a collection?
Contact the buyer from your order details page to coordinate a convenient location and time for the collection. Ensure that all your communication takes place on eBay messages, allowing us to intervene and assist should you encounter any issues.
How can I confirm the proof of collection on eBay?
You can confirm proof of collection on eBay by either scanning the QR code or entering the 6-digit collection code that the buyer is presenting to you at the time of collection on the eBay app or website.
What steps should I take if the buyer has already collected the item, but I forgot to confirm proof of collection on eBay, and now they've sent a cancellation request?
For a smooth and secure transaction, please ensure you scan the collection code before handing over the item to the buyer. Scanning the collection code will trigger eBay's automatic protection against undesired cancellation requests or claims of non-receipt of items. If the item has already been collected by the buyer and you didn't scan the collection code, you have the option to reject the cancellation request. For further assistance, please reach out to us.