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eBay’s response to COVID 19

COVID-19 is creating unprecedented challenges for eBay’s buyers and sellers across the region and around the world. We’re monitoring the situation closely and our eBay community - our buyers, sellers and employees - remains our top priority.

This page includes details about how eBay is protecting our community in this difficult time.
We will update this page as the situation evolves - please check back for new information.

Update, March 24: How to get customer service help?

Like many of you, we are currently working through the significant challenges posed by this global pandemic and we are doing the correct thing for the health and safety of our employees. This means that telephone support is not currently available in Mexico. We are working to restore our normal service as quickly as possible. Meanwhile, there are a number of alternative ways to get the help you need:

  • If you are a buyer, our online Help portal is an easy-to-use one-stop-shop for most questions and support needs.
  • If you are a seller, our Seller Help experience is your best starting point—whether you have questions about invoices or payment methods, or if you need to cancel or refund a transaction, nearly all your customer support requests can be addressed quickly and efficiently by starting here.

Thank you for your patience as we adjust how we support our customers and employees during this challenging period.

Buyers: What you need to know

eBay is blocking or removing items on our marketplace that make false health claims related to COVID-19. We are also blocking or removing listings that may violate US laws or regulations, eBay policies, or that offer unfair pricing for our buyers. Items being blocked include:

  • Health care masks including N95/N100 and surgical masks
  • Hand Sanitizer/Gel
  • Disinfecting Wipes

Should you see an item that violates our policies, please don’t hesitate to report it.

The eBay team is in contact and working closely with our shipping partners and sellers to ensure delivery dates; however, some countries may experience delays due to local delivery services.

Our Money Guarantee Program continues to protect all transactions. You can have more information here.

There are service disruptions around the world as some local governments restrict international flights and local shipping carriers decide to suspend in-country deliveries restricting international shipments for a period of time.

If your delivery country has implemented these restrictions, in the Shipping section of the view item page, you will see a message of “Does not ship to your country”.

eBay is actively monitoring the particularities of each country to reopen restricted inventory as soon as we are authorized to by local governments and courier services.

Sellers: How to get updates on running your business

eBay is powered by small and medium businesses and we know that these sellers are facing particular challenges at the moment. Find the latest updates from eBay—including details of seller support, protections and shipping updates—on our Seller page. And, we encourage sellers to connect with us and each other on the Community boards.

We also inform you that your account will be protected from being downgraded from the upcoming March 20th seller performance standard evaluation until the June 20th evaluation.

For example, if you were a Top Rated Seller on February 20th and your performance over the next evaluation period would have moved you down to Above Standard, you will now automatically retain your Top Rated status. If you were Above Standard on February 20th and your performance over this period would have moved you to Below Standard, you will now automatically remain Above Standard.

That said, if your performance improves your status over any evaluation period, you will still move up as expected.

As always, it’s important that we deliver the best possible buyer experience. Please make sure you continue to deliver a great product aligned to your buyer’s expectations. If you’re not able to fulfill orders at any time, please let potential buyers know by putting your store in vacation mode.

When we asked many of our sellers what support is needed right now, help with cash flow and flexibility with payments was top of mind. With that, we’re going to defer most selling fees for eligible Store subscribers for 30 days.

If you are an eBay Store subscriber and could use help with your payments, check back here or your email on Wednesday, March 25, for complete details and how to request support.

Stay safe. Stay informed.

The health and safety of our community is most important. Stay up to date and informed on ways to protect your health with sources such as the World Health Organization (WHO) and your local health department.

Thank you.

Like so many companies, we are doing everything in our power to help our community navigate these uncertain times. We ask that you are patient with us and each other, and treat everyone with kindness. While this situation is unprecedented, we are optimistic that all of us will ultimately emerge stronger and more resilient.