eBay delivery delay message: what to tell the buyer, and when to send it
In short
Send an eBay delivery delay message as soon as you know an order will be late, before the buyer asks. Say what happened, give a new date you can meet and offer a choice: wait or cancel for a full refund. Send it before dispatch if you will miss your handling time, and again if tracking stalls.
Key takeaways
- Send an eBay delivery delay message as soon as you know an order will be late, before the buyer asks.
- Give a firm new date and offer the choice of waiting or cancelling for a full refund.
- US sellers must, under the FTC Mail Order Rule, ask for consent to a delay or cancel and refund promptly.
- UK goods must be delivered within 30 days unless agreed otherwise with the customer.
- Buyers can report an item not received within 30 calendar days of the estimated delivery date; respond within 3 business days.
When should you send an eBay delivery delay message?
Send an eBay delivery delay message the moment you know an order will not arrive when the listing said, and before the buyer has to ask. A buyer who hears from you first usually waits. A buyer who hears nothing, sees the estimated date pass and finds no update is the one who opens an item not received request or leaves negative feedback.
There are three moments when a message is needed, and each one calls for a different message:
- Before dispatch: you will not post within your handling time.
- In transit: the parcel is posted, but tracking shows a delay or has stopped updating.
- Past the estimated date: the latest estimated delivery date has gone by and the parcel has not arrived.
Use eBay's messaging from the order, not email or phone. Messages sent through eBay are linked to the order and give eBay a record if the buyer later asks it to step in.
What the rules say about delays
Your message should fit the rules on your site, because they decide what the buyer is entitled to.
| Rule | What it says | Source |
|---|---|---|
| eBay Money Back Guarantee | Buyers can report an item not received within 30 calendar days of the estimated delivery date; sellers must respond within 3 business days, after which the buyer can ask eBay to step in | eBay Money Back Guarantee policy |
| eBay late delivery (UK) | With tracking, an item is late if the delivery scan is after the latest estimated delivery date and there is no carrier scan within the dispatch time | eBay seller performance policy |
| UK online selling rules | Goods must be delivered within 30 days unless agreed otherwise with the customer | GOV.UK |
| US FTC Mail Order Rule | If you cannot ship on time, you must ask the customer to consent to the delay or cancel for a prompt refund, and refund promptly without being asked for anything you cannot ship | FTC |
For US sellers, the FTC rule is the one to know by heart: a delay notice must give the buyer the option to cancel and be refunded. Our guide to the FTC 30 day shipping rule explains the notices in detail, and the FTC's business guide to the Mail Order Rule has the full text. UK sellers should treat the same approach as good practice: tell the buyer, give a new date, and offer a cancellation.
The delay message before dispatch
This is the most valuable message, because it is sent while you can still change the outcome. If you cannot post within your handling time, the buyer needs to know now, and they need a choice. A good pre-dispatch message has four parts:
- what has happened, in one plain sentence;
- a new dispatch date you are sure you can meet;
- the option to cancel for a full refund;
- a thank you, without grovelling.
Hello [name], thank you for your order of [item]. I'm sorry, but it will be dispatched on [date] rather than today, because [stock is arriving from our supplier on that date / of a problem at our warehouse]. That should mean delivery by around [date]. If you'd prefer not to wait, just reply and I'll cancel the order and refund you in full straight away. Otherwise I'll send tracking as soon as it's on its way. [Your name]
If the buyer chooses to cancel, cancel promptly and give the reason honestly. If they agree to wait, keep the message thread: it shows the buyer agreed to the new date. A late dispatch can still count against you on eBay's late delivery measure, so the better fix is a handling time you can always meet. Our guide to choosing an eBay handling time shows how to set one.
The delay message while the parcel is in transit
Once the parcel is posted, the carrier is in control, but the buyer still looks to you. Check tracking each day for orders close to their estimated date. When tracking shows a delay notice or has not moved for a couple of working days, send a short update.
Hello [name], I've been checking your parcel. It was posted on [date] with [carrier], tracking [number], and the carrier is showing a delay at [depot / in the network]. I've asked them for an update. I'll check again on [day] and let you know. If it hasn't arrived by [date], I'll send a replacement or a full refund, whichever you prefer.
Make a promise only if you can keep it, and then keep it. Open an enquiry with the carrier if their own process allows it at this point, and note the reference. If the delay is caused by bad weather or another event outside your control, say so; eBay's feedback policy says it removes neutral or negative feedback about a delivery issue where a natural disaster or unexpected event caused a carrier delay.
The message when the estimated date has passed
Once the latest estimated delivery date has gone, the buyer can report the item not received. Getting in first, with a clear plan, often keeps the matter between you.
Hello [name], your parcel should have arrived by [date], and tracking still shows it with [carrier]. I'm sorry for the wait. I can either send a replacement today, or refund you in full now. Let me know which you would like. If the original parcel turns up afterwards, just let me know.
Which option to offer depends on the item and your stock. For a low-value item, a refund now is often cheaper than weeks of messages and a case. For a higher-value item with tracking that is still moving, a short wait with a firm deadline is reasonable. If the buyer opens a request, respond within the 3 business days eBay allows, with the same offer and the tracking details. Our page on handling an eBay item not received case covers what happens next.
Worked example: a delay timeline
Example: suppose an order is placed on Monday, your handling time is one working day, and the latest estimated delivery date is Thursday.
- Monday evening: your supplier says the item will not reach your warehouse until Wednesday. You send the pre-dispatch message offering a Wednesday dispatch or a full refund.
- Tuesday: the buyer replies that they are happy to wait.
- Wednesday: you post with tracking and upload the number the same day. You message the buyer with the tracking.
- Friday: tracking shows a delay at a depot. You send the in-transit update and set a reminder for Monday.
- Monday: the parcel is delivered. A short message asking the buyer to get in touch if anything is wrong closes the loop.
In this hypothetical, the buyer was told before every gap, had a choice at the start and never had to chase you. That is what keeps a late order from turning into a case.
What not to write in a delay message
- Vague dates. 'Soon' or 'in a few days' invites a second message. Give a date.
- Blame without a plan. 'It's the courier's fault' does not help the buyer. Say what you are doing about it.
- Requests to avoid a case or feedback. Asking a buyer not to open a request or not to leave feedback can breach eBay's rules. Offer a fix and let them decide.
- Moving the conversation off eBay. Keep it in eBay messages, where the record helps you.
- A false tracking story. Never upload or quote tracking that is not for this parcel.
Save your delay messages as templates
Delays tend to come in batches: a supplier runs late, snow closes a depot, or a strike slows the post. Save the three messages above as templates in eBay messages or your order tool, with the order details filled in from the order, so you can send them to every affected buyer in minutes. Read each one before sending and fix the dates. Our set of eBay buyer message templates covers the other stages after a sale.
A delivery delay checklist
- Check orders at risk of missing their handling time every morning.
- Send the pre-dispatch message as soon as you know, with a new date and a cancellation option.
- Check tracking daily for orders near their estimated date.
- Send an in-transit update when tracking stalls, with a date you will check again.
- When the estimated date passes, offer a replacement or a full refund.
- Respond to any item not received request within 3 business days.
- Review late orders each month and fix the cause, whether stock, handling time or carrier.
Frequently asked questions
Can I extend my eBay handling time on an order already placed?
The handling time shown when the buyer ordered sets their expectation for that order. You can change your listing's handling time for future orders, but for an existing order the honest route is to message the buyer, give a new date and offer to cancel if they prefer not to wait.
Should I refund before the parcel is confirmed lost?
For low-value items, refunding once the estimated date has passed is often the cheapest option. For higher-value items, a short wait with a firm deadline is reasonable if tracking is still moving. Either way, give the buyer a clear choice.
Does a delay message stop a late delivery counting against me?
Not by itself. eBay measures late delivery from tracking scans and the estimated delivery date. A message helps keep the buyer happy and can prevent a case, but the fix for the measure is posting within your handling time.
How often should I update a buyer about a delayed parcel?
Update them whenever there is news, and at least on the date you promised to check again. A short message every few working days is usually enough. Do not leave a gap longer than the one you promised.
