Warehouse Service Standard for forward-deployed inventory

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%***

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.