💬 Weekly Chat with the eBay Community Team- 21.12.22 @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 kat@ebay , dave@ebay  and katie@ebay . Between us, we have knowledge in Buying, Selling, ProTrader, Fulfilment, Parts & Accessories, 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! 

Important Notice: There will be no weekly chat next week the 28th of December. We will return with the weekly chat in the new year.

Many thanks,

Your eBay Community Team

[familiar.casket]

As sellers experiencing a rise in INR cases, how are ebay protecting sellers in INR cases  with regard to the service metrics (defects) during the RM Industrial action?

[kat@ebay]

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@familiar.casket wrote:

As sellers experiencing a rise in INR cases, how are ebay protecting sellers in INR cases  with regard to the service metrics (defects) during the RM Industrial action?

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Hi @familiar.casket ,

There is also protections for service metrics.  There has been a delay in some being removed but this was resolved by the 20th of the month evaluation for December . They will be automatically removed going forward.

Thank you,

Kat

[pat7053]

Hi.

I have a buyer that has made an order and appears to have paid via ebay, even though it was cash on collection and I don't have any payment method set up in ebay (it is in hold according to my accounts) , and now we have agreed to cancel the order, can I arrange to cancel the order for him so he can be refunded any monies he may have paid via ebay? just so the order and my account can be cleaned up. thank you.    

[kempseykate]

I am still a bit confused about which sellers can offer a reduced refund (up to 50%) when a buyer returns an item they have used or damaged. The bit below states ALL sellers, not just business sellers.

Can you confirm if this does apply to ALL sellers (business or private) as long as they are not Below Standard, and if it doesn't, maybe you could suggest that the relevant team changes the policy page, to make it clear it only applies to business sellers.

Can you also confirm if the sellers that it does apply to have to offer free returns - as this is not mentioned on other help/policy pages.

Seller protections | eBay

Protections for all sellers 

An item is returned after it was used or damaged by the buyer

Sellers who offer free returns and who are not Below Standard are eligible for this protection

• You can deduct up to 50% from the refund to recover the lost value of the item
• We will take care of any issues directly with the buyer for you, including removing any negative and neutral Feedback, defects, and open cases in service metrics

[dave@ebay]

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@pat7053 wrote:

Hi.

I have a buyer that has made an order and appears to have paid via ebay, even though it was cash on collection and I don't have any payment method set up in ebay (it is in hold according to my accounts) , and now we have agreed to cancel the order, can I arrange to cancel the order for him so he can be refunded any monies he may have paid via ebay? just so the order and my account can be cleaned up. thank you.    

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Hi @pat7053 

You can cancel the transaction and the funds will be released back to the buyer.  

Everything you need to know on how to cancel can be found here. You can then relist the item if the buyer wants to pay when they collect it.

Thanks,

Dave

[pat7053]

thank you Dave. I will do that. thanks

[four_mid_able]

From what iv'e seen a lot of sellers seem to have missed the :- "Sellers who offer FREE returns"

[citybugstore]

What is the criteria that works out if you get cleared payments on orders immediately, to be paid out the next day, or if they take 24 hours to clear.

Similarly some people have funds held for cases and others dont

As a Top Rated seller with zero defects, I've had 24 hour clearance for a while and funds held for a while, whereas I did not earlier in the year.

What governs this, so I know what to look for?

[kat@ebay]

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@kempseykate wrote:

I am still a bit confused about which sellers can offer a reduced refund (up to 50%) when a buyer returns an item they have used or damaged. The bit below states ALL sellers, not just business sellers.

Can you confirm if this does apply to ALL sellers (business or private) as long as they are not Below Standard, and if it doesn't, maybe you could suggest that the relevant team changes the policy page, to make it clear it only applies to business sellers.

Can you also confirm if the sellers that it does apply to have to offer free returns - as this is not mentioned on other help/policy pages.

Seller protections | eBay

Protections for all sellers 

An item is returned after it was used or damaged by the buyer

Sellers who offer free returns and who are not Below Standard are eligible for this protection

• You can deduct up to 50% from the refund to recover the lost value of the item
• We will take care of any issues directly with the buyer for you, including removing any negative and neutral Feedback, defects, and open cases in service metrics

---

Hi @kempseykate ,

It does only apply to business sellers and yes I will take this feedback about it not being mentioned on help pages. I'll forward this for a request to be changed.

To the second point sellers do need to offer free returns and I'll also get this checked for it being mentioned on the help pages.

Thank you,

Kat

[familiar.casket]

I have an INR case on hold. The customer was offered a refund or replacement, which they opted for a replacement even though they were advised that due to RM strike action it would likely be delayed. We sent the replacement so the customer now has the original item plus the replacement currently in the RM system. As we have sent a replacement as requested, why is the case still open and can this not be closed as we have now sent this order twice to the customer? 

[douglaspuglas]

Why doesn't verification have the email option anymore.

I used to have the choice of text and email until about 9 months ago.

Now I only have the email option if I use the app.

It doesn't matter what device or browser I use either.

eBay need to make email verification available again because not everyone can get a mobile signal.

[citybugstore]

Almost all phones for at least the last 5 years have wifi call, which allows calls and texts to come via your net connection without need for phone signal

[douglaspuglas]

That's not the point, there used to be email verification but now there isn't. I'd like to know why.

[kat@ebay]

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@familiar.casket wrote:

I have an INR case on hold. The customer was offered a refund or replacement, which they opted for a replacement even though they were advised that due to RM strike action it would likely be delayed. We sent the replacement so the customer now has the original item plus the replacement currently in the RM system. As we have sent a replacement as requested, why is the case still open and can this not be closed as we have now sent this order twice to the customer? 

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Hi @familiar.casket ,

We can't take action on accounts here so the best thing would be to reach out to customer support and speak with the cases team. They should be able to the review the case details manually with you.

Thank you,

Kat

[dave@ebay]

Hi @citybugstore 

Funds being held is usually for new or returning sellers but it can be extended out to established sellers for a number of reasons.  Theses can range from the bank that you're using or even the item that's being sold. 

There is no guidance that I can give that will guarantee immediate payout for every transaction but the specialists in Payments will be able to review your account to see of there are any issues that may be standing out. 

Thanks,

Dave 

[dave@ebay]

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@douglaspuglas wrote:

Why doesn't verification have the email option anymore.

I used to have the choice of text and email until about 9 months ago.

Now I only have the email option if I use the app.

It doesn't matter what device or browser I use either.

eBay need to make email verification available again because not everyone can get a mobile signal.

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Hi @douglaspuglas 

We had email verification as an option during trials but there were issues with mails being delayed or not being received by different providers. At the moment the option shown on the account is the only one that is available. 

We have been forwarding all feedback around this to the development team as a possible option for future updates.

Thanks,

Dave