Warehouse Service Standard for forward-deployed inventory

This Policy is effective for all users from 20 December 2021. The previous version of this Policy was effective for all users on 26 December 2020 to 20 December 2021.

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.

  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.

  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;
  2. 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
  3. 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.

Table 1

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

-

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

≤ domestic average%***

United Kingdom*

-

United Kingdom

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

≤ domestic average%***

Germany

-

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

≤ domestic average%***

Australia

(Metropolitan Area)**

-

Australia

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

≤ domestic average%***

 

Australia

(Non-Metropolitan Area)**

-

Australia

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

≤ domestic average%***

France

-

France

100% of live forward-deployed listings

≤ 12 business days

100%

At least 60% of forward-deployed transactions delivered within 12 business days or the upper limit of a listing's Promised E2E Delivery Time, whichever is shorter

≤ domestic average%***

Italy

-

Italy

100% of live forward-deployed listings

≤ 8 business days

100%

At least 60% of forward-deployed transactions delivered within 7 business days or the upper limit of a listing's Promised E2E Delivery Time, whichever is shorter

≤ domestic average%***

Spain

-

Spain

100% of live forward-deployed listings

≤ 10 business days

100%

At least 60% of forward-deployed transactions delivered within 9 business days or the upper limit of a listing's Promised E2E Delivery Time, whichever is shorter

≤ domestic average%***

 

All other corridors

-


-

≤ domestic average%***

*Transactions shipped via the UK Royal Mail’s Large Letter format will be exempted from compliance against the On-Time Shipping Rate metric.

** Australian metropolitan areas are defined as Sydney, Melbourne, Brisbane, Canberra and Adelaide. Please see below for a list of corresponding postal codes.

*** The applicable domestic average percentage rate will be indicated on the seller dashboard.

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: 

a. On-Time Shipping Rate – weekly commencing 19 August 2020, with an evaluation window starting on the evaluation date minus 21 days, and ending on the evaluation date minus 7 days; and 

b. On-Time Delivery Rate and Unsatisfactory Delivery Rate – weekly commencing 26 August 2020, with an evaluation window starting on the evaluation date minus 28 days, and ending on the evaluation date minus 14 days.

 

NOTE: Transactions exempted from the assessment include

i) Transactions fulfilled by eBay Fulfillment

ii) Transactions shipped out from eBay integrated warehouse vendors and which are No Seller Operation Fault transactions

 

For the purposes of this policy a transaction is a “No Seller Operation Fault” transaction, only if it meets ALL of the below three requirements:

 

  • When the seller places the order to the warehouse vendor, the item is not out of stock in warehouse
  • The seller places the order to the warehouse vendor within the later of (i) 24 hours; or (ii) one working day, after the buyer settles the payment in eBay (based on the item location time zone)
  • There is no Shipping Service Downgrade Behavior (as set-out in the Shipping Option and Shipping Service mapping table here.

 

This includes, but is not limited to, the buyer selecting Standard Shipping Options at the time of purchase, but the seller then fulfilling the order with Economy Shipping Services.

What you need to do

You should:

 

  1. review your listings and ensure that the handing time and estimated delivery date of all forward-deployed listings are modified in line with the Promised End-to-End (E2E) Delivery Time timeframe in Table 1;
  2. ensure that your warehouse provider or last-mile shipping carrier is integrated with eBay and can meet the A-scan and D-scan timeframes in Table 1. You can find a list of the most popular warehouse providers and shipping carriers integrated with eBay in Table 2 below .Using carriers integrated with eBay will also help you to protect yourself against “Item Not Received” (INR) claims filed through the eBay Money Back Guarantee.

Table 2

 

Overseas Warehouse Type

Service Provider

Contact Information

Location


eBay Certified Warehouse

Orange Connex

www.orangeconnexglobal.com.cn

United Kingdom, Germany, Australia, Italy (New)


eBay Certified Warehouse

Winit

www.winit.com.cn

Australia, Germany, United Kingdom, United States


eBay Certified Warehouse

GoodCang

www.goodcang.com

Australia, Spain, France, Italy, United Kingdom, United States


eBay Certified Warehouse

4PX

http://b.4px.com

Australia, Germany, United Kingdom, United States



eBay Certified Warehouse

AYBASES (NEW)

www.aybases.com

United States


eBay Certified Warehouse

CHINA POST

http://cpws.ems.com.cn

United States, United Kingdom


eBay Certified Warehouse

CONTINENTAL

https://www.contin-global.com

United States, United Kingdom


eBay Certified Warehouse

ECOF SERVICE PTY LTD

www.ecof.com.au

Australia


eBay Certified Warehouse

EDAEU (New)

https://www.edaeu.com

Germany, France, Italy, Spain


eBay Certified Warehouse

EDAYUN*

https://www.edayun.cn

Australia, Germany, United Kingdom, United States


eBay Certified Warehouse

EUCASHBOX

c.li@eucashbox.com

Germany


eBay Certified Warehouse

EWE GROUP PTY LTD

www.ewe.com.au

Australia


eBay Certified Warehouse

GENIQUA CORP

https://www.geniqualogistics.com

United States


eBay Certified Warehouse

GIGACLOUD TECHNOLOGY

https://www.gigacloudtech.com

United Kingdom, United States, Germany


eBay Certified Warehouse

M.B.B. LOGISTICS SP. Z. O. O.

admin@mbb-logistics.com

Poland, Germany (New)


eBay Certified Warehouse

NEWEGG LOGISTICS

James.l.feng@newegg.com

United States


eBay Certified Warehouse

PANEXWD

www.worlddepot.com

United States


eBay Certified Warehouse

PRIMEROAD

alex.zeng@primeroadeurope.com

United Kingdom


eBay Certified Warehouse

SENDEX LOGISTICS

info@sendex.com.au

Australia


eBay Certified Warehouse

STO

fbs@stosolution.com

United Kingdom


eBay Certified Warehouse

SUNWARD

grace.song@sunward-scm.com

United States


*EDAYUN’s Birmingham warehouse is excluded.

Q&A

1.         If I am selling digitally delivered goods or overweight items and require alternative delivery methods, how are those transactions evaluated?

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

2.         How will I be evaluated if I use a logistics provider without tracking services?

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

3.         If I am using eBay integrated shipping services with end to end tracking, but the eBay platform cannot read/process the tracking details, what should I do?  

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

4.         Regarding the On-Time Delivery Rate metric: how can I determine the applicable timeframe against which I will be measured?

A: 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.

5.         Can I upload the tracking number provided by a warehouse which is not on the eBay integrated shipping carrier list?

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

6.         If I ship from 4 locations in the same country, how do I set the item location in the listing?

A: You can choose any of the four locations.

7.         If I sell the same item from warehouses in more than one country, how do I set the item location in the listing?  

A: 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.

8.         Can I cancel my orders if an out-of-stock situation is not reflected by the ERP system?

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

9.         How can I identify metropolitan areas in Australia?

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

Postal Code

Postal Code

Postal Code

0200-0221

3910-3920


1001-1891

3926-3944

5810-5950

2000-2234

3975-3978

8000-8873

2484-2490

3980-3981

9005-9005

2600-2620

4000-4275

9020-9582

2900-2914

4280-4347

9702-9741

3000-3207

4500-4517


3211-3220

4521-4521


3335-3341

5000-5118


3750-3810

5121-5134


10. Will transactions that meet the exemption conditions not be evaluated by all eBay programs? And will the exemption apply on an entire account level or only on a transaction level?

A: This exemption only applies to Warehouse services standard programs. Other programs, like Seller Standard, will still evaluate the seller’s transactions. Transactions that meet the exemption condition are exempted on a transaction level; this is not an account level exemption.


11.  Does this exemption only apply for low ASP listing or heavy bulky items?

A: Transactions that meet the exemption conditions are exempted from the Warehouse services standard program, regardless of ASP and product sizes. Low ASP product or Heavy bulky transactions that do not meet this exemption condition will be evaluated based on current ASP and Heavy bulky evaluation criteria.

12. If a transaction does not meet exemption conditions due to warehouse network vendor integration problems, how can we appeal?

A: Firstly, sellers can download the Warehouse services standard program disqualified transaction from the seller dashboard and check whether the seller has sent those transactions and ebay information to the warehouse network vendor. After that, the seller can contact the account manager and open an appeal case on the seller dashboard.

13. How does eBay determine the time at which an order was placed to a warehouse vendor, when the seller has sent multiple outbound orders to a warehouse network vendor? Can a transaction be exempted if product cannot be shipped out due to warehouse network vendor operation delays?

A: The first time the seller sends an order to the warehouse vendor is regarded as the outbound order time. Transactions will be exempted if the product cannot be shipped out due to warehouse network vendor operation delays. However, the exemption is only for the Warehouse services standard program. The seller should in any event communicate with the warehouse network vendor and the buyers regarding the delay in a timely manner.

14. How does eBay determine whether an item is out of stock in warehouse?

A: As long as transitions quantity is less or equal to the relevant item’s inventory, then for the purposes of this calculation it is not out of stock in warehouse.

15. Regarding the second condition, that the seller must place an order to the warehouse vendor within 24 hours after payment, does this mean the seller needs to set 1 day handling or have tracking numbers uploaded within 1 day after payment?

A: If it is a holiday, then the time period will extend to the next working day. It This does not relate to listing handling time or tracking number upload time. But please set reasonable handling times which align with warehouse actual handling times.

16. What should I do if last mile shipping services are not in the [Shipping option and shipping service mapping table]?

A: Please try to use shipping option/service in the table to avoid engaging in Shipping Service Downgrade Behavior.

If you chose to use a shipping option/service that not listed in the table, please make sure to follow these two principles to avoid being defined as engaging in Shipping Service Downgrade Behavior:

1. Principle 1: The shipping service delivery time must meet the shipping time requirements of the shipping option that the buyer selected.

2. Principle 2: When the buyer selected a shipping option which specified the carrier name, for example, “UPS Surepost”, you must either (i) use the selected shipping service; or (ii) upgrade to a better service from the specified shipping carrier (in the present example, this would be UPS).

17. Can I use non-tracked shipping services if the transaction can meet the exemption conditions?

A: if the transaction can meet the exemption conditions, the seller can use non-tracked shipping services. However, sellers need to ensure that they only use non-tracked shipping services when the buyer chooses non-tracked economic shipping option, which means this transaction meet no shipping service downgrade exception condition.