eBay's rules on messaging buyers, explained
Every message you send a buyer through eBay is covered by eBay's member-to-member contact policy. Breaking it can lead to anything from a blocked message to restrictions on your account, so it's worth knowing exactly what it says. Here it is in plain English.
What you can't do in eBay messages
- Share personal or contact information, except names. That includes email addresses, phone numbers, payment information, social media links or accounts, and any other contact details.
- Offer to buy or sell outside eBay. For example, "contact me directly for a better price".
- Send spam.
- Threaten anyone, or use profanity or hate speech.
- Send viruses or malicious software.
These rules apply to all messages on eBay, including My Messages and Best Offers, and to what you write in listings, feedback and reviews.
eBay can read your messages
eBay says it may monitor messages between members for fraud, abuse, spam and other policy breaches, and keeps a copy of them. Buyers' real email addresses are hidden behind eBay aliases, so you'll rarely see them anyway.
What this means for your thank-you messages
- Do use the buyer's name, and your own first name to sign off.
- Do talk about their order: what they bought, when it's being sent, tracking, and how to get help.
- Don't add your website, Instagram or Facebook page, or a phone number, even helpfully.
- Don't include the buyer's address. Keep messages to names and order details.
- Don't offer discounts for buying direct, or anything in return for feedback.
- Don't message past buyers with promotions or new stock. Unrequested marketing can be treated as spam.
For examples that stay within the rules, see what to write in an eBay thank-you message.
How SellerThanks keeps you within the rules
- Messages are sent through eBay's own messaging, from your account, so they're covered by eBay as normal.
- Only the buyer's first name and order details (such as the item, size, order number and tracking) can be added automatically. Addresses and contact details are never added.
- Each buyer gets each message once per order, so nobody is sent repeat messages.
This guide summarises eBay UK's published policies as of October 2026. eBay can change its rules, so check eBay's own policy page for the latest version.
Let SellerThanks send these for you. Write your messages once and they're sent automatically to every buyer, after payment, when you dispatch, and as a polite feedback reminder, personalised with their name and what they bought.
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