Weekly Chat with the eBay Community Team- 27.03.24 @2pm

[community-team@ebay]

Hi everybody!

The Community Chat will open at 2pm and will remain open until 3pm on Wednesday. After that it will be closed for further questions. Of course, we will continue to take care of answering any questions that may still be unanswered—We’ll get to everything as quickly as possible. 

Please ask your questions in the thread below. In order to be able to answer your questions as quickly as possible, we ask you to have one question per post. Of course, you can make as many posts as you like in the Chat- the more the merrier!

Our eBay Community Team is made up of dave@ebay and anita@ebay. Between us, we have knowledge in Buying, Selling, Fulfilment, Payments, and the Community itself. Anything we aren’t sure on we’ll know the people who will be! Please ask us any questions you may have and we’ll do all we can to support. 

To ask your question, click Reply in the lower-right corner of this post, type your question, and click Reply between 2pm and 3pm. The community team will answer each incoming question in chronological order, and will quote the original question in each answer. 

Please note that any reply without a question to the community team or discussion replies may be removed from the chat. We want to keep on track to get through as many questions as possible. We welcome all discussion to be moved to the discussion boards. 

If you missed the weekly chat time, please ask your question in the community boards and tag us or we will be back next week with another chat! 

Many thanks,

Your eBay Community Team

[chilloutgames]

My 3pm cutoff time is not used in listings and the ebay delivery estimate changes at midnight instead.

I have raised this issue three times to customer support in the last 3 months - tying myself and the reps up for approx 2hrs in total. I was told twice that a rep would get back to me when they had heard back from 'the Specialist' but nothing has happened.

I raised this bug list week in the team chat and was told that there was no bug and everything is working fine. Apparently, the ebay delivery estimate is based on a complicated set of parameters which are too complex to be detailed(apart from citing shipping type and buyer location). I read the reply too late to respond.

So, can you explain the reason for delivery estimates not changing at the time of day that the seller sets their cutoff time without reference to buyers location or shipping type because these factors are not relevant to cutoff time? Or, ideally, explain that the technical team are looking into it with a timeframe for resolution.

[dave@ebay]

---

@chilloutgames wrote:

My 3pm cutoff time is not used in listings and the ebay delivery estimate changes at midnight instead.

I have raised this issue three times to customer support in the last 3 months - tying myself and the reps up for approx 2hrs in total. I was told twice that a rep would get back to me when they had heard back from 'the Specialist' but nothing has happened.

I raised this bug list week in the team chat and was told that there was no bug and everything is working fine. Apparently, the ebay delivery estimate is based on a complicated set of parameters which are too complex to be detailed(apart from citing shipping type and buyer location). I read the reply too late to respond.

So, can you explain the reason for delivery estimates not changing at the time of day that the seller sets their cutoff time without reference to buyers location or shipping type because these factors are not relevant to cutoff time? Or, ideally, explain that the technical team are looking into it with a timeframe for resolution.

---

Hi @chilloutgames 

Ill have to chase up with the agent you were speaking to. I'm not aware of a tech issue with cut off times but Ill find out whats happening after this chat and message you directly.

Thanks,

Dave

[tressygirl]

Hi Team,

For some weeks now the mentors have not been receiving any emails telling us of helpfuls left.    Whilst the big picture this in itself is not important,   but someone may be coming back for some extra assistance,  or asking another question and this is not brought to our attention,  by that once all important and necessary email notification.

Is this a temporary issue, it has been going on for a fair few weeks now, please do not confirm it's  a permanent fixture !

Thanks !

[dave@ebay]

---

@tressygirl wrote:

Hi Team,

For some weeks now the mentors have not been receiving any emails telling us of helpfuls left.    Whilst the big picture this in itself is not important,   but someone may be coming back for some extra assistance,  or asking another question and this is not brought to our attention,  by that once all important and necessary email notification.

Is this a temporary issue, it has been going on for a fair few weeks now, please do not confirm it's  a permanent fixture !

Thanks !

---

Hi @tressygirl 

Ill follow up with you in the Mentor Lounge.

Thanks,

Dave

[tressygirl]

Excellent thank you Dave!  Think  the issue was brought up there,  I must have missed the reply, no notification!

Will pop over take a peek.

Thanks again!

[iceblue_uk]

Hi. 

Occasionally GSP customers ask us for an invoice, which of course we cannot provide since we did not charge them for the import tax and international shipping costs which are shown on the ebay generated invoice.

Why does ebay 'print invoice' facility produce an invoice from my company to the buyer including amounts that were not paid to us? Surely this invoice is invalid both from the buyer's and HMRC's point of view.

How does the buyer obtain correct invoicing i.e. one with our details showing the cost of the item sold and another for the shipping & tax charged by Ebay/GSP/Pitney Bowes?

[bravergrace]

Is there any news on the "monthly listing" length changing to "30 days listing"?

I see that this issue was fixed for American sellers a fortnight since, but those of us on the UK site who listed stuff on the 1st of the month are facing being charged for everything twice this month (and presumably every 31-day month in the future).

[louisianna]

Hi, Please can someone explain to me the point of having a cut off time. 

Whilst the date I need to post items out changes at the cut off time, the delivery date shown to buyers remains the same until midnight, 

So for example I do not work on Thursdays. My cut off time on Wednesdays is 2pm. 

So items purchased from now until midnight will not be posted until Tuesday next week due to the holiday.

Yet buyers are being shown delivery between this Saturday and Wednesday, which is totally impossible.

We just keep being told the system is working as it is supposed to do, but this causing so much stress and extra work trying to change dispatch times every day to make the delivery dates correct.

[anita@ebay]

---

@iceblue_uk wrote:

Hi. 

Occasionally GSP customers ask us for an invoice, which of course we cannot provide since we did not charge them for the import tax and international shipping costs which are shown on the ebay generated invoice.

Why does ebay 'print invoice' facility produce an invoice from my company to the buyer including amounts that were not paid to us? Surely this invoice is invalid both from the buyer's and HMRC's point of view.

How does the buyer obtain correct invoicing i.e. one with our details showing the cost of the item sold and another for the shipping & tax charged by Ebay/GSP/Pitney Bowes?

---

Hi @iceblue_uk, thanks for your feedback.

There isn't a feature to do that at the moment. However, I am happy to pass on your feedback to the relevant team. You should be able to edit the invoice once you select 'Print invoice' and update the details you need yourslef.

Thanks,

Anita

[louisianna]

I have some listings that I can not change the dispatch time on because offers have been sent. I have not set up any automated offers, but it seems that this is happening. 

How can I see which of my listings the offer is being sent out automatically on please.

The ones that already have existing offers on I can filter out and I have updated them not to send, but I can't work out how to find the others.

[zoe_btn]

Hello

I received an email to say that I was in line for the top rated seller plus rating, but when my account was reviewed on the 20th it hasn't updated. As far as I'm aware I've met all the conditions so I'd be really grateful for your help to identify anything I've missed so that I can try to make it right this month.

Thanks

Zoe

[messier44000]

Just curious after the last BH fiasco are eBay aware that Good Friday and 

the following Monday are bank holidays and have already factored these dates into the EDDs.

Not asking for you own personal assumption on this. But can you see anything in black & white 

from eBay with confirmation. For example no ones EDD will include the 29th March as there will be 

no deliveries that day.

[chilloutgames]

Thanks Dave,

https://community.ebay.co.uk/t5/Chat-with-the-eBay-Community/Weekly-Chat-with-the-eBay-Community-Tea...

Best wishes

Paul

Chillout Games

[dave@ebay]

---

@louisianna wrote:

Hi, Please can someone explain to me the point of having a cut off time. 

Whilst the date I need to post items out changes at the cut off time, the delivery date shown to buyers remains the same until midnight, 

So for example I do not work on Thursdays. My cut off time on Wednesdays is 2pm. 

So items purchased from now until midnight will not be posted until Tuesday next week due to the holiday.

Yet buyers are being shown delivery between this Saturday and Wednesday, which is totally impossible.

We just keep being told the system is working as it is supposed to do, but this causing so much stress and extra work trying to change dispatch times every day to make the delivery dates correct.

---

Hi @louisianna 

I believe Marco was looking into this for you from last week. I'll reach out to the shipping team and follow up when I have an update on it. 

Thanks,

Dave

[anita@ebay]

---

@bravergrace wrote:

Is there any news on the "monthly listing" length changing to "30 days listing"?

I see that this issue was fixed for American sellers a fortnight since, but those of us on the UK site who listed stuff on the 1st of the month are facing being charged for everything twice this month (and presumably every 31-day month in the future).

---

Hi @bravergrace , thanks for your post.

There are no updates regarding this at the moment. We'll make sure the site is updated if any changes regarding the listing duration happen.

Thanks,

Anita

[catmancatfish]

Hi, 

I cannot obtain any search results when using the eBay app. Is this a widespread problem and if so is there a fix as customers cannot search for products on the app. This is affecting sales  as you get a reply 

Oops something went wrong. 

I cannot even get my own records up when searching on the app. 
it works if I use the website but loads of buyers only use the mobile app. 

Also is there any update on the Facebook issue as no one has updated recently other than to say it's ongoing - surely this should be fixable. 

On a positive note would add that the eBay roadshow was very worth while attending

Terry

[anita@ebay]

---

@louisianna wrote:

I have some listings that I can not change the dispatch time on because offers have been sent. I have not set up any automated offers, but it seems that this is happening. 

How can I see which of my listings the offer is being sent out automatically on please.

The ones that already have existing offers on I can filter out and I have updated them not to send, but I can't work out how to find the others.

---

Hi @louisianna, thanks for your post.

There might be some offers that are being sent automatically. You can review this in your Seller Hub > https://www.ebay.co.uk/sh/lst/active?pill_status=sioPending&action=search > 'All status' change to 'Offer sending automatically' and turn off in the Vie Offer Setting page.

Thanks

Anita

[iceblue_uk]

Thanks but unfortunately that's not going to solve the issue. The customer is asking us for an invoice of the amount they paid, which includes shipping and tax. By law we cannot invocie them for money we have not received, so my question is... how does the buyer obtain an invoice for the amount they paid for shipping & import tax?

[bravergrace]

Anita

I'm not sure if you've understood the issue. 

My post isn't suggesting a CHANGE to eBay's system.  The eBay listing duration has been one calendar month for years now.  This new 30-day malarkey doesn't appear to be a new policy - otherwise we'd have had the normal 30 days' notice, and they wouldn't have sorted it out on the eBay.com site.

I think it's a probably a mistake by your programmers.