EGS Seller Protection is an initiative designed to safeguard eBay sellers’ metrics from any delivery delays which occurred due to operational issues of carriers
Frequently Asked Questions
- Late Shipment Rate (“LSR”)
- Item Not Received (“INR”)
- Negative Neutral Feedback (“NNFB”) related to LSR / INR will be removed from the seller’s feedback profile page and seller dashboard
- Seller’s registration country should be India
- Transaction should have been fulfilled on EGS
- Transaction date should be within the specified protection period
- Acceptance scan should be received within handling time
Acceptance scan (also known as “pickup scan” / “validation scan”) is received against a shipment when a validated carrier picks up the shipment and updates the status as “shipment picked up”
- No. Only eBay recognized (validated) carriers get acceptance scan.
- All the shipments of carriers that are currently associated with eBay Global Shipping (“EGS”), such as Aramex, Bombino, DHL Express, FedEx, Lexship and UPS, receive acceptance scans on Seller Hub.
- EGS Seller Protection is valid for a specific period and subject to change.
- The present validity period is till 31st December 2022 i.e., all transactions booked till 31st December 2022 on EGS will be protected, subject to meeting the other eligibility criteria.
- EGS Seller Protection is automated i.e., eBay sellers’/account managers do not need to file an appeal.
- On a weekly basis, the EGS team reviews the transactions eligible for protection as per the above-stated eligibility criteria and removes defects present against such transactions.
No. CCWSR defects are not covered under EGS Seller Protection. Sellers should proactively co-ordinate with eBay buyers and close any case before it escalates and becomes CCWSR defect.
.
Sellers should connect with their respective account managers or send a mail to ops@ebay.com
To register with EGS, you will have to login on www.ebayglobalshipping.com/ with your eBay User ID and password and accept the EGS Shipment agreement. Update your user profile and upload the KYC documents.
Once you register on EGS you need to select the Logistics Partners through whom you will be shipping your items by uploading your KYC documents and LSP forms. Once your account has been activated by the respective LSPs, you will be able to book your shipments.
We recommend that you select more than one the LSP at this time as this allows you to have a choice of alternate carriers providing different service levels at different prices.
No, it is not mandatory. You can also use other Logistics Partners outside of EGS. However, EGS provides you with a smooth shipping experience with multiple services such as instant generation of airwaybill (“AWB”) bills and invoice documents, automatic tracking ID uploading on eBay and doorstep free pick-up.
AD code is a 14-digit numerical code provided by your bank branch where you hold your business/current account. AD code is a mandatory document when you export or import goods to other countries. It is required during customs clearance of the goods without which shipping bill number will not be generated. AD code indicates that the foreign currency transactions in your bank account are the result of trading goods. The AD code is printed on your bank’s letterhead, in a format prescribed by the Director General of Foreign Trade (“DGFT”). Your bank must deal in, or be an authorized dealer of, foreign currency, in order to be able to grant an AD code.
Once your shipment has been handed over to the Logistics Partner, the item delivery is based on the shipping service you have selected. The delivery timelines are indicated in our TnC. Delivery times may vary depending on the shipping service chosen and origin/destination.
Yes, you can reschedule pickup within 24 hours of booking your shipment. Go to “Shipment Reschedule”, enter your AWB No. and select the new pickup date. Once you enter the date, click on “Submit”. Your order will successfully be rescheduled.
Please raise a ticket on the Resolution Center.
You need to submit an AWB printout, the shipping invoice for the item shipped (which are available on EGS once your shipment booking process is complete) and any relevant documents required by respective LSPs.
Yes, you can edit the delivery address while booking the shipment in case your buyer has shared an updated address. Please raise a ticket on the Resolution Center under the “Edit Buyer Info” option. Once EGS whitelists your order, you will be able to edit the delivery address.
Yes, you can have three pickup addresses in addition to your eBay account address. These addresses must be verified by the Logistics Partner(s). To register a pickup address, please go to your profile page, add the address you wish to schedule the pick-up from and upload its address proofs. After the LSP(s) verify your pickup address, while booking the shipment, you can select any one of the pickup addresses.
No, you cannot edit/change your pickup address. However, you will be able to add a new pickup address by visiting your user profile and clicking on the pickup address tab. Once you submit your address proof, your pickup address will be approved after address verification by your selected Logistics Partner. If you need to change the existing pick-up address, please mail ops@ebay.com for the change request.
Your orders may not be visible if any of the following conditions are true-
- eBay orders are marked as “Shipped”;
- payment is not received;
- check out of your order is not completed; or
- destination country is India.
LSPs can honor your request for address change only if the below conditions are both true:
- new address is not in another country and
- shipment is still in transit.
You may raise a ticket on the Resolution Center to change the delivery address. Note that a reroute is not a guaranteed service as LSPs are unable to physically change the original AWB attached to the item.
If your shipment is missing or not delivered, please raise a ticket on the Resolution Center.
To track your shipment, enter the AWB number on https://www.ebayglobalshipping.com/track-shipment.
No, currently Logistics Partners do not provide return services.
Provide an accurate goods description on your AWB to enable customs to identify the goods – based on the data you have provided. Accurate goods descriptions include complete information, accurate HS code, providing sufficient detail about the precise nature of goods in plain language.
If your item is lost or damaged during shipment and damage is externally visible, kindly raise a ticket on the Resolution Center within 7 days of delivery. In case of damage, share the images of the outer damaged packaging and inner damaged contents. In case of lost items, share the images, taken before shipping the product, of outer packaging and inner content of your product for identification of product. Please note claims will not be settled for concealed damages.
Logistics Partners have limited liability for loss or damage to your items. In the case of an incident, your compensation is normally calculated against a "standard" negligent liability clause. If you opt for insurance / declared value, with minimal costs, our Logistics Partners will cover the ‘gap’ between their "standard" liability and the full value of your item. Currently, the option of insurance/declared value is available on the "Book Shipment” page if you select FedEx or DHL Express as your Logistics Partners
While our Logistics Partners handle every shipment with great care but accidents outside of their control can happen. Natural disasters such as floods may also impact your shipment. Insurance is a cost-effective way of protecting your items.
Step 1: When you book the shipment, the shipping fees on the basis of your declared weight is deducted from your prepaid funds.
Step 2: When LSP bills eBay for the AWB as per actual weight /volumetric dimension whichever is higher, EGS bills you as per your billing cycle the fees charged by the LSP in your eBay invoice.
Step 3: EGS will credit the shipping fee amount deducted from your prepaid EGS funds in the same billing cycle which is reflecting in your eBay invoice as a “Wire Transfer”
Step 4: Hence, the net shipping fees payable by you will be only the difference (if any) between your declared weight and LSP charged weight.
To book a shipment on EGS, you have to have a minimum prepaid EGS balance equivalent to the Average Shipping Cost.
Your Average Shipping Cost is calculated as below:
Average Shipping Cost = billing amount last month / quantity billed in last month.
In case of a new seller, it is Rs.350.
E.g. in case a new seller wants to book 2 shipments, he/she will have to have a minimum prepaid balance of Rs.700.
Shipping Quantity Limit sets out the number of shipments you can book with your prepaid EGS balance.
Shipping Quantity Limit is calculated as below:
Shipping Quantity Limit = prepaid EGS balance / Average Shipping Cost
To add the required funds in your prepaid EGS account, the option to make a payment is available under “Shipping Limit” in User Profile page on www.ebayglobalshipping.com. You may review the payment history and deduction details through “Payment transaction history” page.
In case of your failure to pay EGS fees on time, the eBay account will be restricted until the payment has been cleared.
The Logistics Partner will first ask the buyer to pay the customs duty. If the buyer refuses to pay the custom duty, you, the seller, must pay the customs duty.
In case of issues related to billing, you need to raise a ticket on the Resolution Center. Put in the required details. If there’s a delay in resolving your concern, please mail ops@ebay.com.
Invoices are raised on 15th and 30th of every month. Reversals/credits are done on the 15th and 30th of every month
Harmonized System (HS) Codes are commonly used throughout the world for export of goods. The Harmonized System is a standardized numerical method of classifying traded products. It is used by customs authorities around the world to identify products when assessing duties and taxes and for gathering statistics. You can get more information on HS code at : https://www.mca.gov.in/XBRL/pdf/ITC_HS_codes.pdf. All information on the site is provided in good faith, and EGS makes no representation or warranty of any kind, express or implied, regarding the accuracy, adequacy, validity, reliability, availability or completeness of any information on this site.
The latest information on the VAT De Minimis removal can be found on the EU’s website, along with further details regarding IOSS.
For shipments to EU and UK, EGS will pass on eBay’s IOSS number/VAT number to your selected Logistics Partner for items where VAT is applicable.
The IOSS number is visible on your eBay order.
Effective July 1st 2021, all commercial goods imported into the EU will be subject to VAT. All imports of goods into the EU will require a formal customs declaration. A new VAT collection scheme has been introduced for online sellers, known as Import One-Stop Shop (“IOSS”) – only applicable for B2C transactions of goods of value up to 150 EUR. To ensure smooth customs clearance at destination, it is key that you provide accurate invoice data, such as goods descriptions, itemized values, HS code. Generic description such as “samples” or “spare parts” are not accepted. In IOSS, VAT is collected at the moment of purchase (and online seller then pays the VAT collected to the local tax authority in EU via monthly VAT return).
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden fall under EU.
EGS Seller Protection is an initiative designed to safeguard eBay sellers’ metrics from any delivery delays which occurred due to operational issues of carriers
- Late Shipment Rate (“LSR”)
- Item Not Received (“INR”)
- Negative Neutral Feedback (“NNFB”) related to LSR / INR will be removed from the seller’s feedback profile page and seller dashboard
- Seller’s registration country should be India
- Transaction should have been fulfilled on EGS
- Transaction date should be within the specified protection period
- Acceptance scan should be received within handling time
Acceptance scan (also known as “pickup scan” / “validation scan”) is received against a shipment when a validated carrier picks up the shipment and updates the status as “shipment picked up”
- No. Only eBay recognized (validated) carriers get acceptance scan.
- All the shipments of carriers that are currently associated with eBay Global Shipping (“EGS”), such as Aramex, Bombino, DHL Express, FedEx, Lexship and UPS, receive acceptance scans on Seller Hub.
- EGS Seller Protection is valid for a specific period and subject to change.
- The present validity period is till 31st December 2022 i.e., all transactions booked till 31st December 2022 on EGS will be protected, subject to meeting the other eligibility criteria.
- EGS Seller Protection is automated i.e., eBay sellers’/account managers do not need to file an appeal.
- On a weekly basis, the EGS team reviews the transactions eligible for protection as per the above-stated eligibility criteria and removes defects present against such transactions.
No. CCWSR defects are not covered under EGS Seller Protection. Sellers should proactively co-ordinate with eBay buyers and close any case before it escalates and becomes CCWSR defect.
.
Sellers should connect with their respective account managers or send a mail to ops@ebay.com
Logistics Partners have limited liability for loss or damage to your items. In the case of an incident, your compensation is normally calculated against a "standard" negligent liability clause. If you opt for insurance / declared value, with minimal costs, our Logistics Partners will cover the ‘gap’ between their "standard" liability and the full value of your item. Currently, the option of insurance/declared value is available on the "Book Shipment” page if you select FedEx or DHL Express as your Logistics Partners
While our Logistics Partners handle every shipment with great care but accidents outside of their control can happen. Natural disasters such as floods may also impact your shipment. Insurance is a cost-effective way of protecting your items.
To register with EGS, you will have to login on www.ebayglobalshipping.com/ with your eBay User ID and password and accept the EGS Shipment agreement. Update your user profile and upload the KYC documents.
Once you register on EGS you need to select the Logistics Partners through whom you will be shipping your items by uploading your KYC documents and LSP forms. Once your account has been activated by the respective LSPs, you will be able to book your shipments.
We recommend that you select more than one the LSP at this time as this allows you to have a choice of alternate carriers providing different service levels at different prices.
No, it is not mandatory. You can also use other Logistics Partners outside of EGS. However, EGS provides you with a smooth shipping experience with multiple services such as instant generation of airwaybill (“AWB”) bills and invoice documents, automatic tracking ID uploading on eBay and doorstep free pick-up.
AD code is a 14-digit numerical code provided by your bank branch where you hold your business/current account. AD code is a mandatory document when you export or import goods to other countries. It is required during customs clearance of the goods without which shipping bill number will not be generated. AD code indicates that the foreign currency transactions in your bank account are the result of trading goods. The AD code is printed on your bank’s letterhead, in a format prescribed by the Director General of Foreign Trade (“DGFT”). Your bank must deal in, or be an authorized dealer of, foreign currency, in order to be able to grant an AD code.
Once your shipment has been handed over to the Logistics Partner, the item delivery is based on the shipping service you have selected. The delivery timelines are indicated in our TnC. Delivery times may vary depending on the shipping service chosen and origin/destination.
Yes, you can reschedule pickup within 24 hours of booking your shipment. Go to “Shipment Reschedule”, enter your AWB No. and select the new pickup date. Once you enter the date, click on “Submit”. Your order will successfully be rescheduled.
Please raise a ticket on the Resolution Center.
You need to submit an AWB printout, the shipping invoice for the item shipped (which are available on EGS once your shipment booking process is complete) and any relevant documents required by respective LSPs.
Yes, you can edit the delivery address while booking the shipment in case your buyer has shared an updated address. Please raise a ticket on the Resolution Center under the “Edit Buyer Info” option. Once EGS whitelists your order, you will be able to edit the delivery address.
Yes, you can have three pickup addresses in addition to your eBay account address. These addresses must be verified by the Logistics Partner(s). To register a pickup address, please go to your profile page, add the address you wish to schedule the pick-up from and upload its address proofs. After the LSP(s) verify your pickup address, while booking the shipment, you can select any one of the pickup addresses.
No, you cannot edit/change your pickup address. However, you will be able to add a new pickup address by visiting your user profile and clicking on the pickup address tab. Once you submit your address proof, your pickup address will be approved after address verification by your selected Logistics Partner. If you need to change the existing pick-up address, please mail ops@ebay.com for the change request.
Your orders may not be visible if any of the following conditions are true-
- eBay orders are marked as “Shipped”;
- payment is not received;
- check out of your order is not completed; or
- destination country is India.
LSPs can honor your request for address change only if the below conditions are both true:
- new address is not in another country and
- shipment is still in transit.
You may raise a ticket on the Resolution Center to change the delivery address. Note that a reroute is not a guaranteed service as LSPs are unable to physically change the original AWB attached to the item.
If your shipment is missing or not delivered, please raise a ticket on the Resolution Center.
To track your shipment, enter the AWB number on https://www.ebayglobalshipping.com/track-shipment.
No, currently Logistics Partners do not provide return services.
Provide an accurate goods description on your AWB to enable customs to identify the goods – based on the data you have provided. Accurate goods descriptions include complete information, accurate HS code, providing sufficient detail about the precise nature of goods in plain language.
If your item is lost or damaged during shipment and damage is externally visible, kindly raise a ticket on the Resolution Center within 7 days of delivery. In case of damage, share the images of the outer damaged packaging and inner damaged contents. In case of lost items, share the images, taken before shipping the product, of outer packaging and inner content of your product for identification of product. Please note claims will not be settled for concealed damages.
Step 1: When you book the shipment, the shipping fees on the basis of your declared weight is deducted from your prepaid funds.
Step 2: When LSP bills eBay for the AWB as per actual weight /volumetric dimension whichever is higher, EGS bills you as per your billing cycle the fees charged by the LSP in your eBay invoice.
Step 3: EGS will credit the shipping fee amount deducted from your prepaid EGS funds in the same billing cycle which is reflecting in your eBay invoice as a “Wire Transfer”
Step 4: Hence, the net shipping fees payable by you will be only the difference (if any) between your declared weight and LSP charged weight.
To book a shipment on EGS, you have to have a minimum prepaid EGS balance equivalent to the Average Shipping Cost.
Your Average Shipping Cost is calculated as below:
Average Shipping Cost = billing amount last month / quantity billed in last month.
In case of a new seller, it is Rs.350.
E.g. in case a new seller wants to book 2 shipments, he/she will have to have a minimum prepaid balance of Rs.700.
Shipping Quantity Limit sets out the number of shipments you can book with your prepaid EGS balance.
Shipping Quantity Limit is calculated as below:
Shipping Quantity Limit = prepaid EGS balance / Average Shipping Cost
To add the required funds in your prepaid EGS account, the option to make a payment is available under “Shipping Limit” in User Profile page on www.ebayglobalshipping.com. You may review the payment history and deduction details through “Payment transaction history” page.
In case of your failure to pay EGS fees on time, the eBay account will be restricted until the payment has been cleared.
The Logistics Partner will first ask the buyer to pay the customs duty. If the buyer refuses to pay the custom duty, you, the seller, must pay the customs duty.
In case of issues related to billing, you need to raise a ticket on the Resolution Center. Put in the required details. If there’s a delay in resolving your concern, please mail ops@ebay.com.
Invoices are raised on 15th and 30th of every month. Reversals/credits are done on the 15th and 30th of every month
Harmonized System (HS) Codes are commonly used throughout the world for export of goods. The Harmonized System is a standardized numerical method of classifying traded products. It is used by customs authorities around the world to identify products when assessing duties and taxes and for gathering statistics. You can get more information on HS code at : https://www.mca.gov.in/XBRL/pdf/ITC_HS_codes.pdf. All information on the site is provided in good faith, and EGS makes no representation or warranty of any kind, express or implied, regarding the accuracy, adequacy, validity, reliability, availability or completeness of any information on this site.
The latest information on the VAT De Minimis removal can be found on the EU’s website, along with further details regarding IOSS.
For shipments to EU and UK, EGS will pass on eBay’s IOSS number/VAT number to your selected Logistics Partner for items where VAT is applicable.
The IOSS number is visible on your eBay order.
Effective July 1st 2021, all commercial goods imported into the EU will be subject to VAT. All imports of goods into the EU will require a formal customs declaration. A new VAT collection scheme has been introduced for online sellers, known as Import One-Stop Shop (“IOSS”) – only applicable for B2C transactions of goods of value up to 150 EUR. To ensure smooth customs clearance at destination, it is key that you provide accurate invoice data, such as goods descriptions, itemized values, HS code. Generic description such as “samples” or “spare parts” are not accepted. In IOSS, VAT is collected at the moment of purchase (and online seller then pays the VAT collected to the local tax authority in EU via monthly VAT return).
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden fall under EU.