Familarise yourself with all the commonly used terms on eBay.
A-Scan [Acceptance Scan]
Meaning: When the shipping carrier scans your parcel to acknowledge acceptance of delivery.
Not all shipping carriers perform an Acceptance Scan so shop around for one that does as eBay requires all sellers to post a recorded A-Scan within your specified Handling Time.
Meaning: The number of business days starting when the payment is cleared, and ending when the shipping carrier scans to accept [A-Scan] your parcel for delivery.
The shorter your Handling Time, the sooner your item is shipped, the sooner your buyer receives their order. However, be sure to choose a Handling Time you can comfortably fulfill. Take note that this is NOT the time it takes to ship your item.
EDD [Estimated Delivery Date]
Meaning: The estimated date your parcel will arrive at the buyer’s destination.
Different destinations, even within the same country, can have different EDDs. It is a seller’s responsibility to be as accurate as possible with the EDD to avoid a buyer filing an Item-Not-Received report against you.
D-Scan [Delivery Scan]
Meaning: The electronic record indicating that your parcel has been delivered and accepted by your buyer.
D-Scan offers sellers protection against any disputes over whether the item was received and when it was received, aka Item-Not-Received disputes. This is a good way to track the shipping carrier’s performance too.
Meaning: If buyers do not receive the promised items due to late or missing shipment, they can open an INR case against sellers.
A buyer can only open an INR case after the last day of the SMIR period.
SNAD [Significantly Not As Described]
Meaning: If the received item differs from seller's description, photos and/or the item arrived damaged, the buyer can open a SNAD case against the seller.
To avoid SNAD cases, make sure sure you upload at least 6 clear photos of your products from multiple angles to your listings. Also, be honest and accurate with your item descriptions.
SMIR [Seller Make It Right]
Meaning: It is a grace period for a seller to do damage control. It starts once an INR or SNAD case is opened and ends after 3 business days. Please note that the business days is based on the country site you’re selling in (US, UK, AU or DE) not Malaysia/Singapore. After this period, a buyer can escalate their case to eBay or PayPal to step in and mediate the situation.
Whatever the situation, it’s your responsibility as a seller to make it right. Reach out to your buyers and try and mitigate the situation; be prepared to offer compensation if necessary.
Case Closed Without Resolution
Meaning: Any SNAD or INR case that is escalated to eBay or PayPal when a seller is unable to resolve with a buyer; and eBay or PayPal determines that the seller is responsible.
The number of cases closed without resolution is an important indicator of how well a seller is at meeting buyer expectations, and is a measure of overall seller performance.
VeRO Program [Verified Rights Owner Program]
Meaning: The Verified Rights Owner (VeRO) program allows owners of intellectual property (IP) rights and their authorized representatives to report eBay listings that may infringe on those rights. VeRO embodies our commitment to provide a safe place to buy and sell, which respects property owners' rights.
eBay is a place for you to sell anything, everywhere! But be mindful of getting into trouble with Intellectual Property (IP) Rights. VeRO embodies our commitment to provide a safe place to buy and sell, which respects property owners' rights.