eBay Message Templates UK 2026: Copy-Paste Replies to Buyers

Short replies for the messages UK eBay sellers send most, from Best Offers to damaged parcels, with the eBay rule or deadline behind each one. Checked against eBay UK's help pages on 17 October 2026.

Two chat bubbles and a copy icon on a purple background, with the tagline Copy-paste replies for every buyer.

Good eBay messages are short, specific and stay inside eBay: thank the buyer, give the facts (a price, a date, a tracking number) and say what happens next. Leave out phone numbers, email addresses and links, which eBay's member-to-member contact policy doesn't allow, and never offer anything for feedback.

The 26 templates below cover the messages UK sellers send most, from Best Offer replies to damaged parcels. Copy one, fill in the {curly brackets} and check it's true for that order.

Off-eBay deals can get an account restricted and still cost business sellers a final value fee (see our eBay fees guide). For feedback comments, see our eBay feedback examples.

Map of the 26 eBay message templates by order stage: before the sale 3 (question, off-eBay request, send offer), Best Offer 3 (counter, decline, accept), after the sale 7, dispatch and delays 4, returns and problems 8, feedback reminder 1.
The 26 templates, by order stage.

The eBay deadlines behind common messages

Many buyer messages are really about a deadline:

eBay UK deadlines: a Best Offer must be answered within 24 hours; counteroffers and Send offer last 96 hours or until the item sells; an unpaid order can be cancelled after 4 calendar days, up to 30 days after the sale; a cancellation request needs a reply within 3 calendar days; a return request within 3 business days, then a refund within 2 business days of the item arriving; an item not received request within 3 business days; buyers have 60 days to leave feedback, from delivery or the estimated delivery date, whichever is first. Questions have no deadline, and buyers may see a typical reply time from 1 hour to 48 hours.
eBay UK message deadlines, checked 17 October 2026.

Miss a return or item not received deadline and the buyer can ask eBay to step in. Once it does on a not-received request, you can't refund it yourself.

What eBay allows in a message, and what it doesn't

eBay's member-to-member contact policy covers every message, including Best Offer, and eBay may monitor them.

What you can put in an eBay message. Fine to send: a first name, a tracking number and courier name, item photos (up to 5 at a time), a price sent as an eBay offer, a polite payment reminder. Not allowed: email addresses, phone numbers or social media; links, even tracking links; bank details or off-eBay deals; perks for positive feedback; threats, swearing or saying you're not responsible for items lost in the post.
eBay's messaging rules at a glance.

Off-eBay deals are the costly mistake

"Offering to buy or sell outside of eBay is not allowed," says eBay's off-eBay policy, and that includes sharing or asking for contact details before a sale completes. Penalties run from a warning to suspension (see what to do if your eBay account is suspended), and business sellers can be charged a final value fee "for introducing you to the buyer", per eBay's fee page.

  • Feedback can't be bought. The feedback manipulation policy bans any "compensation, benefit or incentive in exchange for positive feedback".
  • Tone is policy too. The selling practices policy asks you to "be friendly and professional in all communications" and bans lines like "I'm not responsible for items lost in the post".
  • Keep it in eBay Messages (eBay recommends it), so there's a record.
  • Sign off with a first name only. The off-eBay policy lists a name among the details not to share before a sale completes.

Where to keep your templates

eBay's Messages help describes no saved-reply library, but four built-in tools cut the typing:

Where to keep eBay message templates. Built into eBay: Q&As on your listings (up to 25 per listing), a Time Away automatic reply, opt-in eBay.ai suggestions for item and postage questions, and message boxes when you send an offer or a partial refund. Or keep your own in a phone note, text replacement or DashVue canned replies.
Built-in shortcuts and where to keep your own.

Add Q&As (up to 25 per listing) under My eBay > Account > Manage communication with buyers > Manage questions and answers. Our Time Away guide has auto-reply wording, and automatic feedback for buyers reuses stored comments. eBay.ai suggestions never cover pricing or offers.

Keep the rest in a phone note or text replacement. DashVue's Messages inbox has canned replies you insert with one click; they're plain text, so fill the placeholders before you send.

Before the sale: questions and haggling

Answering a question about the item

Illustrative chat showing the five parts of a good reply to a pre-sale question: thank them, answer exactly (52cm pit to pit and 70cm long, measured flat), add one honest extra (a small mark shown in photo 6), say what happens next, and sign with a first name only.
Illustrative example: the five parts of a good reply.

Answer what was asked, add one honest detail and mention dispatch. Questions that keep coming belong in a Q&A.

Pre-sale question

Hi {name}, thanks for your question. {The answer, e.g. It's 52cm pit to pit and 70cm long, measured flat.} {One honest extra, e.g. There's a small mark on the left cuff, shown in photo 6.} If you order by {cut-off time}, it goes out {dispatch day}. {your first name}

When a buyer asks for your number or to pay outside eBay

Never send contact details, even "just for a quick call". eBay's seller protection page counts a request to take the sale off eBay as abusive buyer behaviour, so report it.

Off-eBay request

Hi {name}, thanks for getting in touch. I only sell through eBay, so I can't swap phone numbers or emails or take payment any other way. I'm happy to answer anything here, and if it's about the price, I can send you an offer through eBay. {your first name}

Haggling in messages: reply with an eBay offer

Answering haggling in eBay Messages: open the message and select Send offer. The offer lasts 96 hours or until the item sells, you can send up to 3 to the same buyer, and the price must be below your Buy It Now price. Send offer isn't available on auctions, multi-variation listings or vehicles.
Turn a haggle into an eBay offer.

On a fixed-price item, open the message and select Send offer. Keep the agreed price in Messages or the offer's comment field so the sale stays covered by seller protection.

Offer sent from Messages

Hi {name}, thanks for asking. I can't do {their price}, but I can do {your price}. I've sent it to you as an eBay offer, so you can accept it through eBay. It's valid for 96 hours. {your first name}

Best Offer replies: counter, decline or accept

Replying to an eBay Best Offer: you have 24 hours to accept, counter or decline before it expires. A counter sits between their offer and your Buy It Now price, lasts 96 hours, and each side can send up to 3. When declining, say the lowest price you'd take, as buyers can usually make up to 3 offers.
Three ways to answer a Best Offer.

You have 24 hours to respond to a Best Offer, and a counter lasts 96 hours. Paste these into the Best Offer flow's send message option (no contact details), or set auto-accept and auto-decline prices so eBay replies for you.

Counteroffer

Counteroffer

Hi {name}, thanks for your offer. I can't go as low as {their offer}, but I've countered at {your price}, which is the best I can do on this one. It's yours at that price if you'd like it. {your first name}

Declining a low offer politely

Say what you'd take: buyers can make up to 3 offers on an item in most categories.

Declined offer

Hi {name}, thanks for your offer. {Their offer} is too low for me on this one, so I've declined it, but I'd accept {your lowest price} if you'd like to send a new offer. {your first name}

Accepting an offer

Accepted offer

Hi {name}, thanks, I've accepted your offer of {price}. Once your payment has gone through, I'll post it {dispatch day} and add tracking to your order. {your first name}

After the sale: thanks, combined postage and payment

Thanks for your order

Optional; useful if you post on set days.

Order thanks

Hi {name}, thanks for your order. Your {item} will go out {dispatch day} with {courier}, and I'll add tracking to your order when it does. Any questions, just message me here. {your first name}

Combined postage

Three ways to combine postage on eBay UK: with your own postage the buyer selects Request total from seller and you send one invoice; business sellers refund the postage difference on orders paid separately; Simple Delivery combines one checkout automatically for private sellers. Best Offer purchases, Click & Collect items and most Authenticity Guarantee items can't be combined.
How you combine postage depends on who sets it.

For your own postage, select Edit beside Allow combined payments and postage in Postage Preferences, then invoice from Seller Hub > Orders > Send Invoice (eBay's guide). With Simple Delivery, send orders that aren't combined on their own labels so you stay protected.

Before they pay (your own postage)

Hi {name}, happy to combine postage. Add everything to your basket and select 'Request total from seller' instead of paying, and I'll send you one invoice with the combined postage. {your first name}

Already paid separately (business sellers)

Hi {name}, thanks for buying {number} items. They're going in one parcel, so I've refunded {amount} of the postage to you. {your first name}

Simple Delivery (private sellers)

Hi {name}, if you buy them together in one checkout, eBay combines the postage automatically, and I'll post everything in one parcel. {your first name}

Unpaid item

eBay unpaid item timeline: eBay reminds the buyer at 24 and 48 hours, you send your own reminder on day 3, you can cancel as Buyer hasn't paid from day 4, and day 30 is the last day to cancel. Cancelling as unpaid removes any feedback that buyer leaves.
When to nudge, and when to cancel.

eBay reminds unpaid buyers at 24 and 48 hours, so nudge on day 3. After 4 calendar days (up to day 30) you can cancel as Buyer hasn't paid, which removes any feedback they leave.

Selling preferences can auto-cancel unpaid orders. Use the reason only if they genuinely haven't paid: the unpaid item policy warns misuse can lead to suspension.

Payment reminder (day 3)

Hi {name}, thanks for buying {item}. It's still showing as unpaid on my side. If you've had a problem at checkout, let me know. Otherwise I'll post it as soon as your payment comes through. {your first name}

Cancelled as unpaid (after 4 days)

Hi {name}, as I haven't received payment for {item}, I've cancelled the order. If you'd still like it, it'll be back up for sale shortly. {your first name}

A buyer wants a different delivery address

Sellers generally can't change the checkout address, so eBay's buyer help suggests cancelling so the buyer can reorder. Post only to the address on the order; if you cancel, choose the wrong-address reason.

Address change request

Hi {name}, sorry, I can only post to the address on your eBay order. If it's wrong, I can cancel this order before it goes out so you can buy again with the right address. Just let me know. {your first name}

Dispatch, delays and cancellations

Which message to send when an eBay order is late. Not posted yet: message before your dispatch time runs out with a new date and an offer to cancel; buyer-requested cancellations aren't defects. In transit: share the latest tracking and a date to wait until, before an item not received request opens. Can't send it: cancel, say so plainly and refund in full; an out-of-stock cancellation records a transaction defect.
Match the message to where the parcel is.

Dispatched, with tracking

Adding tracking already makes eBay email the buyer and mark the order dispatched, so send this only when it adds something. Give the number, not a link.

Dispatched with tracking

Hi {name}, your {item} went out today with {courier}. Tracking number: {tracking number}. It should arrive by {estimated delivery date}. Thanks again for your order. {your first name}

Running late before dispatch

Message before your dispatch time runs out, with a new date and a way out. If the buyer cancels, choose the buyer-requested reason: eBay says it isn't a defect. Never hold an order back because your payout is on hold.

Dispatch delay

Hi {name}, I'm sorry, your order is running late. {Reason, e.g. My stock delivery is due on Thursday.} I now expect to post it on {new date} and will add tracking as soon as it's sent. If you'd rather not wait, reply and I'll cancel and refund you in full. {your first name}

Courier or weather delay

After the estimated delivery date, a buyer can open an item not received request, giving you 3 business days to resolve it, so get in first.

eBay's seller standards remove defects caused by things outside your control, "such as severe weather or carrier disruptions". Late Simple Delivery parcels posted within your handling time don't count either.

Courier or weather delay

Hi {name}, sorry your parcel is taking longer than expected. Tracking shows {latest tracking update}, and {courier} is reporting delays {reason, e.g. because of the snow}. Please give it until {date}. If it still hasn't arrived by then, message me and I'll sort out a refund or a replacement. {your first name}

Out of stock: cancelling the order

Cancel and give the honest reason, even though an out-of-stock cancellation records a transaction defect; business sellers also lose the per-order fee (see eBay fee credits). To prevent repeats, eBay advises ending the listing or updating the quantity straight away (see our guide to ending an eBay listing).

Out of stock

Hi {name}, I'm really sorry, but the {item} you ordered {what happened, e.g. was damaged in storage} and I can't replace it. I've cancelled your order, and eBay will refund you in full to your original payment method. Apologies for the hassle. {your first name}

Returns, refunds and damaged items

The eBay return clock for sellers: respond to a return request within 3 business days, the buyer posts the item back within 10 business days, you refund within 2 business days of it arriving, and most refunds take 3 to 5 business days to process. For damaged, faulty or not-as-described items you'll generally pay the return postage, even with a no-returns policy.
The return clock, from request to refund.

You have 3 business days to respond to a return: send a label, refund in full, offer a partial refund (once only), or offer a replacement or exchange by message.

Damaged, faulty or not as described? You'll generally need to accept and pay the return postage, even with a no-returns policy. Refund within 2 business days of it arriving, and through eBay: refunds made off eBay get no fee credit.

Accepting a change-of-mind return

Return accepted

Hi {name}, no problem, I've accepted your return. Please post it back within 10 business days {return postage, e.g. with a tracked service, at your cost as my listing says}. I'll refund you within 2 business days of it arriving. {your first name}

Private sellers: declining a change-of-mind return

Decline only if your listing said no returns and it's a change of mind; the buyer doesn't see your decline reason, so message them too. Private sellers only: for business sellers, eBay notes that "a consumer buyer also has the right to return an item to you if they change their mind".

Change-of-mind return declined

Hi {name}, I'm sorry it isn't right for you. My listing said I don't accept returns for a change of mind, so I've declined the request. If there's a fault or it doesn't match the description, please tell me and send a photo, and I'll put it right. {your first name}

Item not as described

Offer any partial refund through the return request (one try; the buyer keeps the item). If the problem was in your listing, point politely to the photo. If you can't agree within 3 business days, either of you can ask eBay to step in.

Not as described

Hi {name}, I'm sorry the {item} isn't what you expected. You can send it back for a full refund, including the original postage, and I'll provide the return label. Or, if you'd rather keep it, I can refund {amount}. Let me know which you'd prefer. {your first name}

Issue was in the listing

Hi {name}, sorry you're disappointed. The {issue} is mentioned in the description and shown in photo {number}. If you'd still like to send it back, {your returns terms}. If it's a different problem, please send a photo and I'll take a look. {your first name}

Arrived damaged

Who covers a parcel that arrived damaged. Simple Delivery label posted within your handling time and packed properly: eBay covers loss or damage in transit up to the full sale price, and the buyer raises an Arrived damaged request. Your own label: you sort it out with the buyer, asking for photos and for the packaging to be kept, then claim from the courier.
Damage in transit: the label decides who covers it.

With a prepaid Simple Delivery label, posted within your handling time and packed properly, eBay covers loss or damage up to the full sale price: point the buyer to an "Arrived damaged" request (see our Simple Delivery guide). With your own label, you sort it out and claim from the courier.

Damaged (your own label)

Hi {name}, I'm so sorry it arrived damaged. Could you send a couple of photos of the item and the packaging here in Messages? Please keep the packaging for now, as I may need it for a claim with {courier}. I'll then {send a replacement / refund you in full} straight away. {your first name}

Damaged (Simple Delivery label)

Hi {name}, thanks for letting me know, and I'm so sorry it arrived damaged. It went with an eBay Simple Delivery label, so please raise an 'Arrived damaged' request through eBay. That's how eBay covers damage in transit on these labels. {your first name}

Return received, refund sent

Refund sent

Hi {name}, your return arrived today and I've refunded {amount}. eBay says most refunds take 3 to 5 business days to process, though some payment methods take longer. Thanks for your patience. {your first name}

A buyer wants a discount for good feedback

Illustrative chat: a buyer writes Refund me £10 or I'll leave a negative, and the seller replies politely that they can't offer a discount in return for feedback and invites a return. What to do: don't pay, reply calmly in eBay Messages, keep the thread and report the buyer. eBay removes feedback used to extort another member.
Illustrative example: answering a feedback threat.

That's feedback extortion, which eBay's feedback policy removes. Don't pay: reply calmly, keep the thread and report the buyer (see our guide to feedback extortion).

Feedback threat

Hi {name}, I'm sorry you're not happy. I can't offer a discount in return for feedback, but if something is wrong with the item, please open a return on eBay and I'll deal with it straight away. {your first name}

A feedback reminder that stays within eBay's rules

Asking for eBay feedback within the rules: buyers have 60 days to leave feedback, and 7 days after an on-time delivery with no problem and no feedback, eBay adds automated positive feedback. Do send one reminder after delivery, ask for honest feedback and invite problems first. Don't ask for positive or 5 stars, offer anything in return, make a refund depend on it or mention feedback in your listing.
One honest reminder is fine; incentives are not.

Buyers have 60 days to leave feedback, and eBay already reminds them. If none arrives within 7 days of an on-time, problem-free delivery, eBay adds automated positive feedback, so send one reminder at most, for honest feedback, never "positive" or "5 stars".

Incentives are banned, as is "referencing eBay feedback in a listing title or description". For what to leave buyers, see our feedback examples for buyers.

Feedback reminder

Hi {name}, I hope your {item} arrived safely. If anything isn't right, message me and I'll sort it out. If you're happy with it and have a moment, I'd be grateful for your feedback. Thanks again. {your first name}

eBay message templates FAQ

Does eBay have message templates?

Not as a saved-reply library. The nearest built-in tools are listing Q&As, the Time Away automatic reply and opt-in eBay.ai suggestions.

Can I give a buyer my phone number or email address?

No: messages can't include email addresses, phone numbers, social media or links, and trading off eBay risks account action and, for business sellers, a final value fee. If a courier needs the buyer's email, use the alias on the View order details page.

How quickly should I reply to eBay messages?

Ideally the same day. Buyers may see your typical time to respond (1 to 48 hours, from your first replies over 12 months; nothing shows above 48), which doesn't affect your seller rating. Returns and item not received requests allow 3 business days, and cancellation requests 3 calendar days.

Can I ask a buyer for positive feedback?

You can ask once, after delivery. Offering anything for it, tying a refund to it or mentioning feedback in your listing all break the feedback manipulation policy.

Can I offer a buyer a discount in a message?

Yes, through eBay: use Send offer in Messages on a fixed-price item, or send offers to watchers from Seller Hub. Never take payment outside eBay or tie a discount to feedback.

What should I do if a buyer is rude or threatening?

Stay polite and report the buyer. eBay bans threats, profanity and hate speech in messages, and its seller protection page lists abusive messaging as abusive buyer behaviour.

Official sources

This guide was checked on 17 October 2026 against these eBay UK pages:

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