eBay buyer message templates for every stage after the sale

What makes good eBay buyer message templates?

Good eBay buyer message templates do three things: they tell the buyer what is happening, what will happen next and when, in as few words as possible. They are friendly without being chatty, they never blame anyone, and they always stay inside eBay's messaging system. A template is a starting point; change the name, the item and the dates every time so it reads like a person wrote it.

The templates below cover the moments that matter most after a sale. Copy them into a document or into any saved reply feature your tools offer, and adjust the tone to your shop.

What rules apply to messages with eBay buyers?

• Stay on eBay. Do not include email addresses, phone numbers or links that move the conversation or the sale off eBay. Contact details in messages and listings can lead eBay to remove listings or restrict an account.
• No offers to trade outside eBay. Never suggest the buyer pays you another way or buys from you directly next time.
• No feedback deals. Do not offer refunds or extras in exchange for feedback, or for changing feedback.
• Reply promptly. Aim for a working day on every message. For return and item not received requests, the eBay Money Back Guarantee gives you 3 business days before the buyer can ask eBay to step in.
• Write as if eBay will read it. If a case is opened, it may.

Templates for dispatch and delivery

Dispatched, with tracking

Hello [name], your [item] is on its way. It went today with [carrier], tracking number [number]; you can follow it from your eBay purchase history. The estimated delivery date is [date]. Thank you for your order.

Dispatch will be late

Hello [name], thank you for your order. I am sorry, but your [item] will leave a little later than planned, on [date], because [short honest reason]. I expect it to reach you by [date]. If that does not work for you, let me know and I can cancel and refund you in full.

Parcel seems stuck in transit

Hello [name], I have noticed the tracking for your [item] has not updated since [date]. I have asked [carrier] to look into it. I will update you by [date], and if it has not moved by then I will send a replacement or refund you, whichever you prefer.

Sending this one before the buyer notices is one of the most effective ways to stop item not received requests.

Templates for problems before dispatch

Out of stock

Hello [name], I am sorry: the [item] you ordered is no longer in stock and I cannot send it within the time on the listing. I can offer [alternative] at the same price, or cancel and refund you in full today. Please let me know which you would prefer.

Use the true cancellation reason if you do cancel. On eBay, a cancellation because you cannot supply the item is a transaction defect, and eBay's order cancellation policy explains the reasons.

Address check

Hello [name], thank you for your order. Before I send it, could you confirm the full address? The order shows [address as given], and I want to make sure it reaches you. Please reply here with any correction.

Buyer asks to change the address

Hello [name], thanks for letting me know. As the order has not left yet, the simplest way is for me to cancel it at your request so you can buy again with the right address. I will hold the item for you. Is that all right?

Sending to an address that is not on the order weakens your protection if the parcel goes missing, which is why many sellers prefer this route.

Templates for returns and refunds

Return accepted

Hello [name], I am sorry the [item] was not right. I have accepted the return and a prepaid label is in the return request. Please pack it securely with all its parts. I will refund you as soon as it arrives.

Refund issued

Hello [name], the [item] has arrived back and I have refunded [amount] today to your original payment method. Your bank may take a few days to show it. Thank you for your patience.

Damaged on arrival

Hello [name], I am really sorry your [item] arrived damaged. Could you send photos of the damage, the box and the packing inside, so I can put this right and claim from the courier? I can send a replacement or a full refund, whichever you prefer.

Partial refund offer

Hello [name], I am sorry about the [problem]. If you are happy to keep the item, I can refund [amount] today. If you would rather return it, I will send a free label and refund you in full when it arrives.

Templates for everyday questions

Buyer asks to cancel before dispatch

Hello [name], no problem at all. The order has not been sent yet, so I have accepted your cancellation request. Your refund of [amount] is on its way to your original payment method. Thank you for letting me know quickly.

Buyer asks when it will arrive

Hello [name], thanks for your message. Your [item] left on [date] with [carrier], and the latest update shows it [status]. The estimated delivery date is [date]. I will keep an eye on it and let you know if anything changes.

Buyer asks a question about using the item

Hello [name], good question. [Short, accurate answer.] If it helps, the manufacturer's instructions in the box cover this on [page or section]. Let me know if anything else is unclear.

Answer only what you know. A confident wrong answer about compatibility or safety can turn a happy buyer into a not as described request.

A polite feedback reminder

Hello [name], I hope your [item] arrived safely and is everything you expected. If you have a moment, feedback on eBay helps a small shop like mine. If anything is not right, please message me first so I can sort it out.

Do not offer anything in return for feedback, and do not ask for a particular rating.

Item not received: two templates

Tracking shows delivered

Hello [name], I am sorry the parcel has not reached you. [Carrier] shows it was delivered to your address on [date] at [time]. Could you check with neighbours, anyone else at the address and any safe place? If it still cannot be found, reply here and I will help you take it further.

No delivery scan

Hello [name], I am sorry your [item] has not arrived. I cannot see a delivery scan, so I have [refunded you in full / sent a replacement, tracking number (number)]. If the original parcel turns up, just let me know.

A worked example: one delay, two outcomes

Example, with a hypothetical order. A buyer orders a £40 item on Monday. Your supplier tells you on Tuesday it will be three days late.

• Without a message: the buyer sees no dispatch, writes on Thursday, hears back on Friday, and opens an item not received request after the delivery date passes. You resolve it with a refund, but the buyer leaves negative feedback.
• With the delayed dispatch template on Tuesday: the buyer replies that the new date is fine. The parcel arrives, and the buyer has had no surprises.

The same delay, the same item, a two minute message. Sellers who fulfil through suppliers should also know eBay's drop shipping policy: fulfilling directly from a wholesale supplier is allowed, buying from another retailer or marketplace that ships directly to your customer is not, and the seller is responsible for delivery and the buyer's satisfaction either way.

How to use these templates well

• Check messages at fixed times every working day, including before you print labels.
• Fill in every bracket. A message with [name] still in it undoes the point.
• Send bad news first, before the buyer has to ask.
• Offer a choice where you can; buyers accept problems more easily when they decide the fix.
• Keep all agreements in the eBay thread, not in your memory.
• Review your templates every few months and rewrite any that buyers often misunderstand or reply to with the same question.

For what to do when a delay turns into a missing parcel, read our guide to the eBay item not received case, and for out of stock orders, see what to do when an item is out of stock after a sale.