# Store policies and synchronization

> The Shipping, Payment and Return Policies tabs of an eBay store in Droopify and the Untracked Products tab to synchronize the store's listings.

Source: https://docs.droopify.co/en/ebay-store-policies
Last updated: 2026-10-16

What the **Shipping Policies**, **Payment Policies**, **Return Policies** and **Untracked Products** tabs do in the settings of an eBay store, for one region and supplier.

They open from **eBay Stores** > **Edit** > region > supplier and are saved with **Save Changes** ([eBay Stores](https://docs.droopify.co/en/ebay-account)). When you save, the policies are applied to the monitored listings of that region and supplier.

## Settings per ship-from country

With Amazon there is a single set of settings. With AliExpress there is one for each country the product can ship from (**Ship from**): by default you edit them all together, and fields with different values show **Varies per region**; if you change them, the new value overwrites every country. To edit just one, open **Advanced settings**, pick the country and go back with **Back to regions list**.

## Shipping Policies

| Field | What it does |
|---|---|
| **Ship from country** | Country the listing ships from; choosing it also updates **Warehouse** |
| **Warehouse** | City of the (fictitious) warehouse shown as the origin |
| **Use supplier shipping time** | Listings get the same shipping times as the supplier product; when on, the next two fields can't be changed |
| **Use a custom shipping policy** | Lets you pick in **Custom shipping policy** a policy saved in your eBay store |
| **Shipping service** | Carrier or service used on the listings. The list depends on **Ship from country**: domestic services, from abroad or from China |
| **Handling days** | Business days to prepare the order before shipping (0 to 10); can't be changed with a custom policy |

The **View all your eBay shipping policies** link opens the policies on the eBay website.

## Payment Policies

**Use a custom payment policy**: when on, pick in **Custom payment policy** a policy saved in your eBay store. The **View all your eBay payment policies** link opens them on eBay.

## Return Policies

| Field | What it does |
|---|---|
| **Use a custom return policy** | Lets you pick in **Custom return policy** a policy saved in your eBay store |
| **Maximum return days** | **30 days** or **60 days** given to the customer to return the product |

## Untracked Products

This tab starts the store synchronization: Droopify reads the listings of the eBay store again, and those not linked to a supplier product appear in [Untracked Inventory](https://docs.droopify.co/en/untracked-inventory), where you can synchronize them with the supplier product.

1. Open the **Untracked Products** tab: at the top you see the steps **Select Service** and **Start Synchronization**.
2. Read the text: products not yet present on Droopify will be synchronized and added to your inventory.
3. Click **Proceed to next step**.
4. **eBay store synchronization has been started successfully. This operation may take a few minutes.** appears.

If a synchronization is already running, **A synchronization is already running for this eBay store.** appears: wait for it to finish.

## Possible errors

| Message | What to do |
|---|---|
| **We found duplicate business policies. Please open your eBay store, remove any duplicate or unused policies, then try again.** | Delete the duplicate or unused policies on eBay and save again |
| **Could not retrieve the shipping policies from eBay.** | Try again in a few minutes |
| **The handling time entered is not valid.** | Enter a number from 0 to 10 in **Handling days** |