Last Updated 31 March 

We will update this page as the situation evolves - please check back here for new information.

Changes to eBay customer support

Recent developments with the COVID-19 pandemic mean we are making some small changes to how we provide customer support to you.

Under new guidance from health authorities, we won’t be able to offer customer support over the phone until further notice. However our support team will be available as usual through our customer service online chat function. 

If you have any questions or issues you can visit our help pages, which contain information and answers to frequently asked questions. We appreciate your patience for any customer service delays that may occur during this time.

Items that attempt to capitalise on the COVID-19 pandemic

We love that you can buy anything on eBay during times of need. Maintaining a safe and fair marketplace for our buyers and sellers during this time is our number one priority. 

We won't tolerate sellers who may be listing items that attempt to capitalise on the COVID-19 (Coronavirus) pandemic - especially toilet paper, face masks and hand sanitiser. Our local and international teams are working around the clock and taking every step to crack down on listings that break our rules.

However, as eBay is Australia's largest online marketplace - with 1.4 billion global listings to keep on top of - it can be challenging to control. If something doesn't look right, we ask you to report it, so that we can continue to make eBay a safe and fair marketplace. 

For more information, read our price gouging policy.

Changes to how you’ll receive eBay orders

There have also been some changes about how you’ll receive your eBay orders, with carriers changing the way they deliver to minimise the risk of catching and spreading COVID-19. This includes no longer requiring a Signature on Delivery:

  • Australia Post no longer requires a Signature on Delivery for a parcel delivery or collection. Whether at a Post Office or residence, an Australia Post staff member will ask for and record the customer’s name and sign on their behalf
  • Other Postage Carriers (i.e. Sendle, Fastway and Couriers Please) are temporarily moving away from a written Signature on Delivery and automatically granting Authority to Leave

Click & Collect Orders

Click & Collect remains an option for you where available. As some stores are closing due to government restrictions, we are constantly updating the list of stores that remain open, so you will only be shown Click & Collect locations that are still available. Please be aware that some stores may have adjusted their opening hours.

Please also be aware of the social distancing guidelines introduced by the government, and only choose Click & Collect if you're in good health or opt for home delivery instead.

See the latest updates from postage carriers: 

Australia Post   Sendle   Courier Please  Fastway

How we’re supporting our business seller community

We understand this is a challenging time for businesses, that’s why we’ve put seller protections and guidance in place to ensure eBay sellers are supported. This includes seller protections for delivery/stock issues, seller standard protections and fee support.

How we're supporting private sellers

Discover how eBay can support you to make money safely from home with contact free selling. 

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