topic Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm in Chat with the eBay Community Team

Weekly Chat with the eBay Community Team - 11.03.26 @2pm

community-team@ebay — Wed, 11 Mar 2026 14:01:19 GMT

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 and marco@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. We understand that certain topics, such as concerns about businesses possibly using private accounts, can be frustrating and important to you. Please refrain from asking the same question repeatedly in our weekly live chats. We assure you that we carefully review all posts in the forum and ensure that your concerns are communicated to the relevant teams for appropriate action.
To maintain a constructive and community environment, posts that repeatedly breach this guideline may be removed. Continued violations could result in further action against your community account. We appreciate your cooperation and understanding in helping us keep our community focused and respectful.

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

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

lincolnshiremarine — Wed, 11 Mar 2026 14:09:40 GMT

Good afternoon Team

We have recently seen an increase in cases where items sent through eBay’s Global Shipping service are not being delivered to our customers.

While we understand that sellers are protected when using this service, it becomes difficult when customers contact us asking for delivery updates, as we have limited visibility once the item leaves the UK hub.

This makes it challenging to maintain the level of customer service we aim to provide.

Could you please advise whether there is any way for sellers to access additional shipping or tracking details so that we can better assist our customers with delivery enquiries?

Pitney Bowes which is part of eBay global shipping is as much use as a chocolate teapot for tracking information, so I was wondering if eBay suggests anything else please.

Best wishes

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

marco@ebay — Wed, 11 Mar 2026 14:12:48 GMT

@lincolnshiremarine wrote:

Good afternoon Team

We have recently seen an increase in cases where items sent through eBay’s Global Shipping service are not being delivered to our customers.

While we understand that sellers are protected when using this service, it becomes difficult when customers contact us asking for delivery updates, as we have limited visibility once the item leaves the UK hub.

This makes it challenging to maintain the level of customer service we aim to provide.

Could you please advise whether there is any way for sellers to access additional shipping or tracking details so that we can better assist our customers with delivery enquiries?

Pitney Bowes which is part of eBay global shipping is as much use as a chocolate teapot for tracking information, so I was wondering if eBay suggests anything else please.

Best wishes

Hi lincolnshiremarine, thanks for your question.

Sellers have all access to what's available at the moment, so this wouldn't be possible, I'm afraid.

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

lincolnshiremarine — Wed, 11 Mar 2026 14:16:49 GMT

Good afternoon Marco

Thank you for your reply.

If possible, could you please pass on a suggestion to your relevant contacts about providing sellers with greater access to tracking or shipping information for items sent through the Global Shipping service?

While I understand that sellers are protected when using this service, we would like to assist our customers as much as possible.

At the moment, the limited visibility makes it difficult for us to provide helpful updates when customers ask about their deliveries overseas.

Any additional access to tracking or shipment details would allow us to offer better support.

Best wishes

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

marco@ebay — Wed, 11 Mar 2026 14:20:25 GMT

@lincolnshiremarine wrote:

Good afternoon Marco

Thank you for your reply.

If possible, could you please pass on a suggestion to your relevant contacts about providing sellers with greater access to tracking or shipping information for items sent through the Global Shipping service?

While I understand that sellers are protected when using this service, we would like to assist our customers as much as possible.

At the moment, the limited visibility makes it difficult for us to provide helpful updates when customers ask about their deliveries overseas.

Any additional access to tracking or shipment details would allow us to offer better support.

Best wishes

Thanks for your reply, lincolnshiremarine.

Yes, that's no problem, I will pass that on for you now. Like we always say, please note that this doesn't necessarily means that the suggestion will be onboarded, but it will definitely be taken into consideration at least.

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

williabaxte7 — Wed, 11 Mar 2026 14:22:13 GMT

Hi . Has anyone noticed on the weekly chat over the last two or three sessions. That the answer comes before the question is asked . Maybe needs looking into as it’s quiet confusing . Happened to me the other week also questions where also duplicated ?

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

kat@ebay — Wed, 11 Mar 2026 14:26:12 GMT

@williabaxte7 wrote:

Hi . Has anyone noticed on the weekly chat over the last two or three sessions. That the answer comes before the question is asked . Maybe needs looking into as it’s quiet confusing . Happened to me the other week also questions where also duplicated ?

Hi @williabaxte7 ,

It may be how you view the posts. You can sort by newest to oldest, that might help.

Thank you,

Kat

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

paulblueandwhite — Wed, 11 Mar 2026 14:32:41 GMT

Good afternoon,

1. Asked this already several times, but still no solution. How to list-post bladed items that need age verification on arrival when posted?

2. Second question: how to post items longer than 61 cm - longer than a medium parcel ? Should be possible with ParcelForce, but this option is not available on Simple Delivery. Spent several hours on Live Chat with eBay and still no solution. Was promised to receive more info within 24-48 hours: received no answer so far. But as I done more research on eBay it seems some private sellers manage to change postage: some manage to change postage for items longer than a medium parcel to add ParcelForce on Postage. How can I do this?

Thanks in advance for your help.

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

tinpelican — Wed, 11 Mar 2026 14:41:27 GMT

Multi-buy Discounts

Hi Team

This is a follow-up to my post from last December, regarding multi-buy discounts on our business listings. Despite having set up rule-based discounts, to include every item in the postcards category, nothing appears on any of the listings, to alert buyers to the discounts available when buying more than one postcard. The discount is only flagged up after an item has been placed in the buyer's basket and if the buyer then views their basket.

With our other multi-buy discounts, the offers are clearly visible up on each listing, and on the shopfront.

I have tried deleting the discount and creating a new one, but this has had no effect. The (non)results are the same in both the website (multiple browsers) and app. Could you please ask tech to take another look at this?

Many thanks.

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

kat@ebay — Wed, 11 Mar 2026 14:45:08 GMT

@paulblueandwhite wrote:

Good afternoon,

1. Asked this already several times, but still no solution. How to list-post bladed items that need age verification on arrival when posted?

2. Second question: how to post items longer than 61 cm - longer than a medium parcel ? Should be possible with ParcelForce, but this option is not available on Simple Delivery. Spent several hours on Live Chat with eBay and still no solution. Was promised to receive more info within 24-48 hours: received no answer so far. But as I done more research on eBay it seems some private sellers manage to change postage: some manage to change postage for items longer than a medium parcel to add ParcelForce on Postage. How can I do this?

Thanks in advance for your help.

Hi @paulblueandwhite

1. I understand there is no option right now. Its being followed up with the shipping team and once they give an update on it we will let you know.

2. If your listing has a custom postage option then you can use that for your own delivery. If it does not then Evri medium parcel option can be selected for your package as long as no single side exceeds 120 cm in length. Evri will still accept these. You will need to set carrier preferences to EVRi only.

Thank you,

Kat

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

marco@ebay — Wed, 11 Mar 2026 14:47:27 GMT

@tinpelican wrote:

Multi-buy Discounts

Hi Team

This is a follow-up to my post from last December, regarding multi-buy discounts on our business listings. Despite having set up rule-based discounts, to include every item in the postcards category, nothing appears on any of the listings, to alert buyers to the discounts available when buying more than one postcard. The discount is only flagged up after an item has been placed in the buyer's basket and if the buyer then views their basket.

With our other multi-buy discounts, the offers are clearly visible up on each listing, and on the shopfront.

I have tried deleting the discount and creating a new one, but this has had no effect. The (non)results are the same in both the website (multiple browsers) and app. Could you please ask tech to take another look at this?

Many thanks.

Hi tinpelican, thanks for your question.

Yes, that's no problem, could you please confirm just 1 or 2 item numbers for me please, so we can flag this with them?

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

tinpelican — Wed, 11 Mar 2026 14:50:37 GMT

marco@ebay wrote:
Hi tinpelican, thanks for your question.

Yes, that's no problem, could you please confirm just 1 or 2 item numbers for me please, so we can flag this with them?

Thank you,
Marco

Hi Marco

It is every listing in this category.

Some individual listing numbers are:
127710020775
127571827038
127676725889

Thank you 😊

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

marco@ebay — Wed, 11 Mar 2026 14:52:23 GMT

@tinpelican wrote:

marco@ebay wrote:

Hi tinpelican, thanks for your question.

Yes, that's no problem, could you please confirm just 1 or 2 item numbers for me please, so we can flag this with them?

Thank you,

Marco

Hi Marco

It is every listing in this category.

Some individual listing numbers are:
127710020775
127571827038
127676725889

Thank you 😊

Thanks for your reply, tinpelican.

That's perfect, I'll get that reported for you now, and once they come back to me I'll let you know, hopefully by Friday.

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

alttech05 — Wed, 11 Mar 2026 14:52:25 GMT

I recently had a item not received case opened on one of my items that I sold, I was in contact with the buyer when I first noticed the delay, he understood that it’s not my fault and it’s Royal Mail that’s not providing adequate service

Buyer bought the item on 19/02/2026 and I dropped it off at a Royal Mail parcel shop the next day on 20/02/2026 at around 10am, I have the receipt that I received that day, to this day tracking says “we got it” item was accepted at parcel shop.

I used eBay’s simple delivery during shipping, which I assumed would keep be protected incase something like this occurred, turns out it didn’t because after the buyer opened the claim eBay’s stepped in and used my funds to refund the buyer, when I called customer support to essentially ask “what about me? Since I had used simple delivery, and eBay support told me they can’t do anything due to the tracking update, refused to help me any further just kept iterating the same point over and over and told me to go deal with Royal Mail myself.

Now I’m left with a expensive item missing with 0 funds to show for it, and Royal Mail being unhelpful. I got screwed in all of this even though I done everything right on my end.

I can provide screenshots of the order, case, my parcel shop receipt, proof of original item purchase, invoice etc.

I need this case looked at again, I don’t understand why I got left out to dry even though eBay simple delivery is meant to provide a layer of support for sellers.

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

paulblueandwhite — Wed, 11 Mar 2026 14:52:47 GMT

Good afternoon,

Thank you for your answer.

But due to my location in Scotland: Evri is no option for me, no Evri where I live.

Can only use Royal Mail + ParcelForce ( = 1 company now )

But it seems some private sellers can add ParcelForce for items longer than 61 cm.

I have a wicker basket that is 78 cm long and custom postage is not available when I list it. Tried a lot of different categories. Some sellers can add ParcelForce option on category : "Baskets". Not me.

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

dark12005 — Wed, 11 Mar 2026 14:52:59 GMT

I've asked for an order to be cancelled - confirmed 13.47 on 09/03/26 as the item (purchased 8pm 04/03/26) has not been dispatched. Seller has not communicated any reason for delay. so, a) Why do I have to wait until 13/03/26 for ebay to step in when 72 hours is 13.47 12/03/26. b) Furthermore, I left negative feedback for the seller. The seller has had that removed and I do not appear to be able to add any more. I don't see why ebay is taking the seller's side re the feedback when I am expressing my experience of the transaction for the benefit of others.

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

ashleyp1116 — Wed, 11 Mar 2026 14:55:19 GMT

How do I get eBay to stop a seller using a false address (my daughters) for her customer’s returns.

I have reported this numerous times but it has never been stopped and has been going on for several months. It is causing the recipient (my daughter) a good deal of anxiety and is a complete nuisance having to try and deal with the deliveries she should not be getting.

Why can eBay not stop what is clearly some sort of a scam as why would the seller be doing this otherwise?

I have messaged the seller several times but the problem continues. Can someone please help???

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

marco@ebay — Wed, 11 Mar 2026 15:01:04 GMT

@dark12005 wrote:

Hi

I've asked for an order to be cancelled - confirmed 13.47 on 09/03/26 as the item (purchased 8pm 04/03/26) has not been dispatched. Seller has not communicated any reason for delay. so, a) Why do I have to wait until 13/03/26 for ebay to step in when 72 hours is 13.47 12/03/26. b) Furthermore, I left negative feedback for the seller. The seller has had that removed and I do not appear to be able to add any more. I don't see why ebay is taking the seller's side re the feedback when I am expressing my experience of the transaction for the benefit of others.

Hi dark12005, thanks for your question.

When you request a cancellation, it is up to the seller whether they want to cancel the order or not. If the order was cancelled, your refund would be issued straight away after the cancellation is accepted. If your order was cancelled, but you didn't receive a refund, please let me know. However, the seller is given time to respond to your cancellation request, which is why you'd need to wait for this before we can take any further actions.

Regarding feedback, when an order is cancelled the seller can request feedback to be removed as per our policies, you can confirm this here.

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

mygaras — Wed, 11 Mar 2026 15:01:36 GMT

Hello!

I was just wondering what measures are in place to manage eBay Live? Out of idle curiosity, I clicked on one broadcast, only to find that the American seller was effing and jeffing in response to buyers' offers. Fortunately I'm not easily offended, but I'm guessing that the colourful language he was using is not acceptable under eBay's T&Cs?

Re: Weekly Chat with the eBay Community Team - 11.03.26 @2pm

marco@ebay — Wed, 11 Mar 2026 15:07:08 GMT

@ashleyp1116 wrote:

How do I get eBay to stop a seller using a false address (my daughters) for her customer’s returns.

I have reported this numerous times but it has never been stopped and has been going on for several months. It is causing the recipient (my daughter) a good deal of anxiety and is a complete nuisance having to try and deal with the deliveries she should not be getting.

Why can eBay not stop what is clearly some sort of a scam as why would the seller be doing this otherwise?

I have messaged the seller several times but the problem continues. Can someone please help???

Hi ashleyp1116, thanks for your question.

Sorry to hear about this, but in this case you'd need to contact our security team to report this problem to them, they will then take you through the appropriate flow to help you get this sorted.

You can contact them from here. However, please note that while we do everything we can to assist you and stop this, if the issue persist, you might need to contact your local authorities.

Thank you,

Marco